How Medallia Crushed their HR Tech Implementation

We’ve talked a lot about how rewarding it can be for recruiters to put on their marketing hat every once in awhile. Craft captivating emails or leverage SEO strategies on your careers site, for example, and top-of-the-line talent just might do a double take. But here’s the reality we haven’t covered as much: That when it comes time to roll out a new recruiting technology, you have to don that marketing hat once again. To market internally and drive adoption amongst your fellow employees.

If you didn’t know any better, you’d think that the recruiting team at Medallia was full of marketers. A customer experience management software company with more than 1,000 employees, Medallia had one of the most strategic and effective Lever implementations we’ve ever seen.

Below, we’re sharing four videos they created to support their rollout of Lever. Featuring major hiring stakeholders alongside the talent acquisition team, these clever masterpieces are a must-see. The basic concept of the video series was to communicate the “why” to all stakeholders — why Lever would make aspects of their jobs easier and better.

But that’s not the full story. At the bottom of this post, their VP of Global Talent Acquisition Mike Podobnik shares five tips that explain how they ensured that today, 100 percent of FTE and contract hiring activity is managed in Lever.

Watch their video series below:

In Part 1, the Medallia recruiting team recreates the world of interviewing before Lever – where team members were disorganized and asking candidates the same questions. Then, we learn what life is like with Lever.

In Part 2, the team shares what it was like for recruiters and hiring managers to collaborate before Lever: majorly stressful. Now, they’re always on the same page.

In Part 3, we see how overwhelming it was to schedule interviews before Lever. With Lever, it’s as easy as clicking a few buttons.

In this last video, the recruiting team tells the rest of the company to have no fear: all their remaining questions will be answered in an upcoming training session about Lever. The exciting thing is…it’s go live time!

Question for Medallia: What’s your advice for teams looking to drive company-wide adoption of their new recruiting technology?

1) Remember that “go-live” is not necessarily adoption

In rolling out new HR tech, Medallia VP of Global Talent Acquisition Mike Podobnik cautions recruiting leaders to remember that your team won’t automatically begin using your new recruiting technology. As much as you might expect “go-live” to be momentous, your company won’t see it that way unless you show them how to best extract value from it. “Understand that the fact that you’ve implemented doesn’t mean your users know how to engage, that they’re using it on a regular basis, or that they’re as infatuated as you are,” he explains.

Furthermore, make sure to fix your recruiting process before you expect a successful company-wide implementation. Before he and his recruiters first rolled out Lever, they dug deep to understand where their current recruiting process was breaking down. “Even though our new technology was great, it would have enabled a poor process,” he shares. “If we hadn’t fixed that along the way, our implementation would have taken a lot more time.”

2) Understand your team’s use cases and pain points

No person’s needs or challenges will be the same. That means you can’t market your new recruiting technology in the same way to everyone. “Coordinators care about something different than your recruiters,” Mike says. The key is to ask what their most top-of-mind pain points are, and communicate how your technology can solve them. When implementing Lever, Mike remembers focusing on meeting the unique needs of his finance partners, who care deeply about reporting and headcount. Once he and his fellow recruiters communicated that ripping out their former ATS to implement a new one would affect both of those factors, they drew their finance partners onboard. Ultimately, that helped the recruiting team drive adoption much more quickly than they would otherwise.

3) Align your strategy with your culture

“We’re a silly, authentic culture. We decided to make video part of our marketing and socialization campaign because we knew it’d reach our audience,” Mike reflects. Having already made viral videos for different events and announcements in the past, the recruiting team knew that they’d be an effective way to attract the broader team’s attention. While they leveraged other forms of communication in the rollout – such as team meetings and emails – they knew that video had a unique knack for resonating with most Medallians. “Change isn’t driven from a mandate,” concludes Mike. “You’ve got to bring your people along with it.”

4) Mobilize your stakeholders early

When Mike and his team were looking at possible replacements for their old ATS, they asked hiring managers, interviewers, and all other relevant stakeholders to evaluate with them. They knew that by ensuring internal buy-in even before investing in Lever, tackling the task of company-wide adoption would be much smoother. “One of the great quotes I heard was: ‘I understand what the switching cost will be, I know what’s this is going to take to drive change management and adopt, but this is worth it,’, he reflects. “We were able to develop champions amongst our stakeholders.” Fun fact: they made sure to involve a real hiring manager in their video depicting hiring manager-recruiter collaboration, and their actual CFO in another video asking how much the new software would cost. They saw this as yet another way to engage major hiring stakeholders before ultimately rolling out Lever.

5) Build training manuals and outlets for feedback

After you initially roll out your new software, the work isn’t done. You have to focus on continued communication with the broader team. Every Thursday, the Medallia recruiting team both updates the company on any changes and solicits feedback. By zeroing in on user engagement that specific day, they can both standardize communication and more regularly address concerns. Furthermore, they’ve focused on creating easily digestible trainings that the broader team can always access. “We have to be able to scale in this. You’re going to have hiring managers and interviewers join after you’ve gone live with your system,” says Mike. “You have to make it easy on them.” With that in mind, his team has created on-demand trainings, resources and toolkits that have ensured continued adoption and use of Lever.

What a genius HR tech implementation, right? We hope you found Medallia’s videos as entertaining and illuminating as we did.

At our Talent Innovation Summit, Mike gave us an even closer look at how he drove company-wide adoption of Lever. To hear more from him and other leaders who’ve mastered change management, watch our panel on how to crush your next HR tech implementation here.