Key Takeaway: Successful digital transformation requires organizational change. If employees and stakeholders are not involved, if communication is poor, or if resistance is not addressed, new systems fail. Effective, inclusive change communication mitigates these risks.

Successful deployment of any new or improved Contract Lifecycle Management (CLM) system begins with strategic communication. When done right, your CLM system rollout will inform, engage, and prepare all stakeholders to approach implementation with confidence.

The goal is to build awareness and buy-in by targeting specific groups. This is achieved through various communication methods and planning for continuous improvement, helping to minimize resistance and ensure smooth adoption.

Key Components for a CLM System Change Communication Plan

Adopting a new or updated CLM system is a major shift for any organization, and communication is what determines its success. To drive adoption and reduce resistance, your change communication plan must be more than a one-time announcement. It should be strategic, targeted, and continuous. Messaging, audience-specific content, communication channels, feedback loops, and measurement all work together to build trust and answer stakeholder concerns. These elements maintain momentum from launch through long-term use.

Strategic Messaging

Clear, timely communication with the right people builds trust and fosters inclusion among teams.

Explain the ‘Why’
Share the strategic business case for the change. Explain the risks associated with maintaining your current system and focus on the benefits for each stakeholder group. This includes reducing contracts cycle times, improving compliance and risk management, increasing visibility into contracts, and streamlining processes.

Identify What’s Changing
Explain what the CLM system is and how it will affect daily workflows, processes, and responsibilities.

Define the Timeline
Provide a detailed project timeline with milestones and deadlines, from the pre-launch phase through full implementation and ongoing support.

Audience-Specific Content

A CLM system impacts a wide range of employees across departments. Legal, sales, finance, IT, and procurement each require tailored communication materials. This ensures that you address specific needs and concerns that clearly define the “what’s in it for me” question.

• Leadership: Provide executive summaries detailing the strategic advantages, potential Return on Investment (ROI), and how the new system aligns with overall business objectives.
• End-Users: Focus on how the new system will improve your daily work. For the sales team, highlight how it will speed up deal closures. For the legal team, clarify how it will centralize documents and track compliance.
• IT and System Support Teams: Deliver detailed information regarding information security, technical requirements, system integrations, and migration plans.

Communication Methods and Channels

Use a variety of communication methods to reach all stakeholders and ensure the message is heard and understood. This includes:

• Virtual or In-Person Meetings: Schedule meetings with different stakeholders to allow for open dialogue and address specific concerns.
• Email Updates and Newsletters: Send regular updates to keep everyone informed of project milestones, progress, and upcoming changes.
• Intranet Portals: Create a dedicated intranet page with a knowledge base, FAQs, self-service training materials, and recorded sessions for easy access.
• Dedicated Champions: Appoint CLM Champions, or dedicated Subject Matter Experts (SMEs), within key departments who can model the new behavior and serve as on-the-ground resources for their colleagues. Champions field questions and provide enablement to their user base, enforcing adoption and celebrating successes.
• Leadership Buy-In: Ensure top-down messaging from key leaders and executives to promote the use of the CLM system as a requirement. This approach reduces the risk of employees bypassing the system, encouraging full adoption.

Feedback and Support Mechanisms

Provide opportunities for two-way communication to build trust and ownership.

First, set up a clear process for employees to ask questions, voice concerns, and provide feedback throughout the implementation process and post-go-live.

You will also want to detail the available resources and support. This includes FAQs, live training schedules, links to self-led courses and user reference guides, and a help desk contact for technical issues.

Finally, proactively identify and address the root causes of resistance. Clear, honest, and consistent communication is key to addressing resistance. Answer the “what’s in it for me?” question to help employees understand.

Measurement and Evaluation

Measure the effectiveness of your communication efforts to ensure the message is resonating and being retained.

Conduct surveys or hold focus groups after communications are sent to assess comprehension and gather feedback and user comments.

After implementation, monitor Key Performance Indicators (KPIs) such as user adoption rates, number of completed contracts, CLM training attendance, and feedback ratings to evaluate project success.

Learn more about Epiq CLM Implementation and Optimization.

Jessica Cook, Senior Director, Contracts Solutions
Jessica Cook is a lawyer with more than 15 years of consulting experience and over 12 years of delivery leadership in legal technology, AI, and legal operations professional services. Jessica oversees Contract Lifecycle Management (CLM) implementation teams for enterprise digital transformations, ensuring adoption success and helping clients scale for growth.