At Summit, we’ve implemented hundreds of Salesforce solutions across the public sector, nonprofits, and commercial industries. And if there’s one truth that emerges time and again, it’s this: the success of any digital transformation effort is less about the technology itself, and more about the people who use it.
Yes, Salesforce is powerful. Yes, it’s customizable, scalable, and secure. But even the best-designed platform will fall short if the humans behind it aren’t prepared, motivated, or aligned. That’s why at Summit, we operate from a simple principle: Digital Transformation is 80% People, 20% Tech.
The People Side of Transformation
Organizations often fall into the trap of treating digital transformation as a technical deployment. But a new CRM, case management tool, or permit system changes how people work. It reshapes processes, alters habits, and introduces new roles and responsibilities. Without thoughtful change management, these changes can be met with confusion, resistance, or even outright rejection.
We tackle this head-on by embedding Human-Centered Change (HCC) strategies into every engagement:
- Stakeholder Engagement: Don’t just ask what people want; we co-design with them. Through user interviews, discovery sessions, and journey mapping, we ensure the solution reflects real-world needs.
- Transparent Communication: Build awareness and buy-in through consistent, jargon-free messaging about what’s coming and why it matters.
- Training and Enablement: Training can’t be generic. It’s tailored by persona and role, mixing hands-on practice with embedded help, cheat sheets, and short videos.
- Ongoing Support: After go-live, Managed Services and adoption coaching help business team continuously evolve and extract value from the solution.
The Tech Still Matters, But Not as Much as You Think
Don’t get us wrong, we’re Salesforce experts. Our technical architects, developers, and data teams build secure, scalable, and powerful solutions. But what sets Summit apart is how we prioritize people-first architecture: designing with usability, accessibility, and collaboration in mind.
Want to increase adoption? Reduce implementation risk? Create measurable, lasting impact? Invest in people:
- Appoint internal champions and power users early.
- Treat training like a product, not an afterthought.
- Create feedback loops that let you evolve based on user needs.
- Partner with a Salesforce implementation team (like Summit) that knows this is about change, not just software.
Because when your people are aligned, the tech becomes a catalyst instead of a hurdle.
