For the IT industry, change is constant. In the 1950s, only the government and big corporations used large, expensive mainframe computers. But today, computers are everywhere and used by everyone. Decades ago, automation and artificial intelligence felt far in the future. And now, if you’re not using this technology, you risk falling behind.
IT is evolving faster than ever. Adopting new technologies and processes helps companies stay competitive by modernizing operations, automating tasks and improving efficiency. Change can help IT teams implement better infrastructure that leads to faster, more reliable systems.
At Impact, we’re not strangers to change; in fact, we embrace it. We’re undergoing a significant reorganization of our service delivery teams and approach. Along with this, we’re rolling out new professional services automation software, integrating the latest enterprise resource planning tools and developing systems to support our updated operational models.
Why are we doing this? Because what we did to grow from a startup that services small businesses doesn’t fully apply to what we must do to provide world-class service to the mid-market and enterprise space.
As a business matures, it needs change. We’re no different. Impact started 25 years ago as a printer company. In my ten years here, we’ve transitioned to being one of the top managed service providers in the country. Changing with the market is how we did it.
Championing a History of Change
When I came to Impact in 2014, we had eleven locations, were making $50 million in revenue, employed around 100 employees and provided reactive services. I inherited a break/fix IT team that consisted of four people and was challenged to build a managed services program.
Leaders in the print industry that Impact originated from said that print was dying and that businesses needed to diversify their offerings to stay competitive. These businesses were told they had to get out of the time-and-materials business because that model didn’t set them up for a partnership with the customer.
For the first year I worked at Impact, I didn’t sell. CEO Frank Cucco, one of the company’s founders, wanted me to focus on delivering the service I told him I would provide.
Impact funded the payroll, tools, services and partners I needed to make this change successful. Our IT and sales teams had to learn how to provide and sell services instead of commodities.
It worked. In seven years, our revenue grew by over $125 million. We now have 25 facilities, are expanding into new markets across the country and employ nearly 1,000 people.
By diving headfirst into this change and investing time and money into this shift, Impact was able to be successful. If your business isn’t all in and is hesitant to commit to change, you can’t make any major developments.
Why Many People Don’t Embrace Change
Change can introduce uncertainty, and many fear the risks of learning new technologies, systems or processes. This fear often comes from not knowing how these changes will impact their jobs or the organization overall.
People often prefer to stick with what they know. If a system or process has worked well for years, they may see no need to adjust it. Familiarity brings a sense of security, and change can disrupt that. Automation, AI and new IT tools can sometimes make people afraid that their jobs are disposable. They may resist change if they believe it will lead to downsizing or the elimination of their roles.
The IT industry changes rapidly, and not everyone feels equipped to keep up with the pace. If employees feel they don’t have the necessary skills to adopt new technologies, they may resist change out of fear of falling behind.
If individuals or organizations have experienced poorly managed change initiatives in the past, they may be hesitant of new efforts. Failed transitions can lead to resistance due to a fear of repeating past mistakes. But failing is the only way to succeed. If you never fail, how can you learn, grow, change and find the right path forward?
It takes guts to change the way you do business. Taking a real look in the mirror and making radical changes is hard. It’s easy to fall back on the “that’s the way we’ve always done it” mentality. But committing to a constant evaluation and change process is essential to keeping your advantage and staying in front of the pack.
How to Help Your Team Accept Change
Since many people are hesitant when it comes to change, it’s essential to guide your teams through it effectively. Here are a few key pieces of advice I use to help my team embrace change and stay motivated:
- Communicate the roadmap and the why: Keeping your teams informed about the company’s or department’s roadmap is crucial. More importantly, explain why the change is happening and how it contributes to collective success. How can you expect everyone to row the boat in the same direction if they don’t know where they’re going or why they’re on the journey?
- Build culture and camaraderie: A great culture drives success. Impact already had a culture-first mindset when I arrived. I quickly learned that a great culture promoting teamwork and encouraging people to have passion for their work is a driving factor in the level of success you can achieve.
- Have fun in the workplace: Change doesn’t always have to be heavy and serious. Make sure you let loose and have some fun along the way. Engaging and enjoyable work environments help relieve stress, build morale and excite people about the journey ahead. When teams enjoy what they do, they’re more open to embracing the changes that come their way.
In the end, successful change comes down to how it’s managed and embraced by your teams. When teams feel connected to the bigger picture, empowered by a positive culture and motivated by an engaging work environment, they’re far more likely to embrace change. It’s important to create a space where change is seen as an opportunity for growth—both for the company and for each individual.
Preparing for Our Next Chapter
Had Impact not embraced change, we might still be a break/fix-focused company. But because we welcomed the industry shift, we’ve become very successful. Over the next decade, embracing change in the IT space will be crucial for businesses to stay competitive and successful. The pace of technological advancement is accelerating, and standing still is no longer an option.
Change isn’t something to fear—it’s a powerful tool for progress.
