Driving Adoption Through People-Centred Change
When Suncorp New Zealand embarked on the transition from Skype for Business to Microsoft Teams, the objective extended beyond implementing new technology. The organisation wanted to ensure employees understood the purpose of the change, felt supported throughout the journey, and could confidently adopt new ways of working. With more than 1,100 employees across New Zealand, creating a positive and consistent user experience was critical to success
Moving to Microsoft Teams represented a significant shift in how employees communicated and collaborated. Suncorp recognised that successful adoption would depend not only on the technology itself, but on helping people understand the benefits and build confidence in the platform. Working alongside Suncorp, Kambium developed a tailored Adoption and Change Management approach designed to reduce resistance, increase engagement, and support long-term adoption.
Moving to Microsoft Teams represented a significant shift in how employees communicated and collaborated. Suncorp recognised that successful adoption would depend not only on the technology itself, but on helping people understand the benefits and build confidence in the platform. Working alongside Suncorp, Kambium developed a tailored Adoption and Change Management approach designed to reduce resistance, increase engagement, and support long-term adoption.
1,100Employees |
11Business Areas |
40Change Champions |
Understanding the capability of the new platform and the options available is key so employees can get the most from their Teams experience, and this is what has made the implementation of this project such an outstanding success. Many of our employees were hybrid working long before the Covid-19 pandemic, however, most had been working full-time from home since the August lockdown. Microsoft Teams has enhanced this vital virtual experience for all of us and has been more reliable, keeping us better connected at a time when it’s needed most.
Delivering Change at Scale
To support the rollout, Kambium established a network of champions, stakeholder engagement activities, communications campaigns, and training programmes that helped employees prepare for the transition and understand the value Microsoft Teams would bring to their day-to-day work.
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Change Strategy & Planning Developed a tailored change management approach aligned |
Stakeholder Engagement Worked closely with stakeholders across 11 business areas to understand impacts and support successful adoption. |
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Champion Network Established a network of 40 change champions to build engagement, |
Communications & Awareness Delivered a targeted “Why Teams” campaign focused on building understanding, awareness, and excitement for the platform. |
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Training & Enablement Provided practical learning resources, demonstrations, guides, |
When you’re investing in a new platform or technology, firstly it’s essential that it’s fit for purpose and delivers a more effective way of working for employees, then it’s about ensuring employees are transitioned across in a positive way so they can understand the need for change and can see the value and benefits. Ultimately, if it’s the right platform and introduced with minimal disruption, this has positive flow-on effects to the business and customers.
Outcomes Beyond Go-Live
The result was more than a successful technology deployment. Employees gained a clear understanding of why the change was happening, how Microsoft Teams would support their work, and the benefits available through the new platform. The structured approach to communications, training, and engagement helped create confidence, minimise disruption, and accelerate adoption.
Key Outcomes
- Smooth transition from Skype for Business to Microsoft Teams.
- Improved employee understanding of the purpose and value of the change.
- Strong engagement through an organisation-wide champion network.
- Increased confidence and capability across the workforce.
- Enhanced collaboration and communication in a hybrid working environment.
Looking Ahead
By combining technology delivery with a structured adoption and change management programme, Suncorp created the conditions for lasting change. Employees were equipped with the knowledge, skills, and confidence needed to embrace new ways of working, helping the organisation realise greater value from its Microsoft 365 investment.