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Change Management & User Adoption

Ensuring Team Buy-In for a New System

How does Mint help with change management and user adoption? We're worried our team might resist the new system or not use it properly.

Mint recognises that "you can have the best system in the world, but without people engaged with it and adopting it, it's almost useless."

The Approach:

• Early Engagement – User groups are brought in from the start, not told to change after decisions are made

• Awareness Building – Making sure people understand what's happening and why

• Addressing Resistance – Identifying those nervous about change and making them comfortable

• Differentiated Communication – Different user groups experience different changes and need tailored messaging

Why Executive Mandates Aren't Enough
Companies invest large sums in these implementations. If business users don't embrace the system and persist in old ways of working without using the new platform's capabilities, there will be no business value realised.

Client Engagement: Transparency & Governance

Client Collaboration and Governance

What does ongoing engagement look like during a Mint project?

• Regular touchpoints: weekly standups, monthly account reviews, sprint-based collaboration with "Config-a-thon" working sessions

• Customer success is the north star - customer-first approach with empathy for client pressures

• Honest relationships: not afraid to suggest better ways or flag technical risks

• Monthly itemised reporting during T&M engagements shows exactly where resources are utilised

• If utilisation deviates from plan, both parties discuss and agree a way forward together

• User adoption treated as seriously as technical delivery - change management and training included

Project Methodology: Agile with "Just Enough" Planning

Understanding Our Project Approach

How does Mint structure Salesforce projects to balance planning with flexibility?

• Phased approach: Discovery → Definition → Development in 2-week sprints

• Regular "show and tells" / playbacks at end of each sprint for immediate client feedback

• Requirements evolve as the system takes shape - clients can steer direction based on seeing functionality

• "It's genuinely difficult for any organisation to fully visualise how a system should look before seeing it come to life"

• Momentum maintained rather than spending months in upfront documentation

Team Culture: One Team, Remote-First

Working with a Remote-First Consulting Team

How does Mint maintain collaboration and culture when working remotely across different projects?

• "One team culture" - remote working is embraced as a strength

• Slack channels serve as virtual office for project updates, knowledge sharing (RCA, RM, Agent Force), and team banter

• Cross-project awareness keeps everyone informed about what's happening across the business

• Regular in-person events (e.g., axe throwing) to maintain human connection

• Core values (honesty, integrity, trust, teamwork) reflected in client communications as well as internally

Post-Implementation Support & Managed Services

Long-Term Partnership After Go-Live

What happens after go-live? How does Mint support us in the long term and help us continuously improve our Salesforce platform?

Mint's managed services transition smoothly from project delivery with a focus on continuous improvement:

Key Elements:

• Weekly Standups – Regular operational coordination with the managed services team

• Monthly Account Reviews – One-to-one calls to discuss feedback, unmet needs, and strategic direction

• Honest Relationships – Clients can provide feedback about technical implementation and improvement opportunities

• Config-a-thons – Dedicated sprints where Mint resources and client teams come together to focus on specific business outcomes
  

Continuous Improvement in Practice:
"We really value the feedback that the Mint team give us on our technical implementation and how we can improve that. We work together through dedicated sprints looking at specific business outcomes and challenges."

Example: One of Mint's largest managed services clients manages a complex Salesforce platform spanning property onboarding teams, owner teams, and property management services across Europe.

Commercial Model: Time & Materials vs Fixed Price

Choosing a Commercial Model

Why does Mint Consulting recommend Time & Materials contracts over Fixed Price for Salesforce implementations?

• Time & Materials provides transparency - clients pay for actual time taken and receive monthly visibility on progress/costs

• Offers flexibility to adapt scope as requirements naturally evolve during the project

• Aligns incentives: Mint is focused on delivering efficiently rather than protecting against scope changes

• Unlike fixed price, doesn't require "padding for contingencies" - clients only pay for work actually performed

• "Lightbulb moments" during workshops can change direction for better business outcomes without triggering expensive change requests

Discovery & Estimation Process

Understanding How Mint Scopes Projects

How does Mint approach discovery and scoping? We don't want to spend months in analysis paralysis, but we also need to understand what we're getting into.

Mint follows a pragmatic "just enough" approach that balances clarity with momentum:

• Discovery Phase – Establishes scope, high-level timeline, business processes, and integrations (used when project complexity or unclear scope demands it)

• Definition Phase – Develops user stories from the system user's perspective (e.g., "As a salesperson, I need to create opportunities so I can manage my deal")
  The "Just Enough" Philosophy – "We get enough information upfront to really understand what a customer's business does... just enough information upfront so we can start the project and not getting too bogged down having absolutely everything defined before we even make a start"

Why This Works:

• Avoids spending months defining things that may change before implementation

• Clients often can't make decisions on detail until they see things take shape

• Enables agile course corrections as new information emerges

• Two-week sprints follow, with regular show-and-tell demos for feedback

Project Team Structure & Roles

Understanding Who Works on the Project

Who will actually be working on our project? What roles does Mint assign, and how do the different team members contribute to success?

Mint assembles multi-disciplinary teams with clear roles:

Core Roles:

Project Manager: Keeps situations under control, handles communication and planning, ensures momentum and deadlines
Solution Architect: Accountable for overall functional design, works across full lifecycle from vision to go-live
Functional Lead: Subject matter experts in specific clouds (CPQ, Revenue Cloud, Service Cloud, AI/Agent Force) – hands-on implementers
Technical Architect: Complex technical design, integration architecture, articulating technical concepts to non-technical stakeholders
Delivery Director: Oversees all client projects, ensures clients get exactly what they contracted for
Account Manager: Primary client relationship, ensures right resources are brought in, bridges sales and delivery

How the Team Works:

• Industry Specialists – Architects often specialise in specific sectors (telecoms, media, financial services)

• Customer-Facing – All roles engage directly with clients; described as "incredibly composed in front of clients"

• Knowledge Sharing – The team maintains sessions around complex areas like Revenue Cloud and Agent Force

• "One Team" Culture – Team members describe relationships as "awesome," with people "calm under pressure"