By Barb Lowman, CUDE, President, CUNA Strategic Services
Try. Fail. Repeat. It doesn’t have to be this way.
You do everything right. Your leadership team identifies a need. You explore solutions. Evaluate companies. Negotiate the terms. And then, somewhere between signing the contract and going live, things start to unravel.
As timelines get pushed back and your team gets frustrated, someone eventually says the words: did we pick the wrong vendor?
Usually, the answer is no. It’s not that you picked the wrong company to partner with, it’s that your implementation process missed the mark. Don’t worry – it’s easily avoidable with the right foundation and awareness.
Here’s what you need to know to make implementing new technology a streamlined success for your team, your members, and your sanity:
1. Get the right people in the room from the start.
Of course, you don’t want too many cooks in the kitchen, but you also don’t want blind spots in your decision-making. Bringing a healthy cross-section of your team into the conversation from the beginning ensures you’re accounting for member needs, integration requirements, staff capacity, and other critical factors.
There's a practical upside, too. Research by McKinsey shows that when employees are genuinely invested in a change from the start, the likelihood of success increases by 30%. Your team will feel empowered and onboarded from day one, making for a much smoother handoff when it's time to actually implement.
2. Make change management part of the process.
It’s easy to get caught up in the technicalities of a tech update, but paying attention to your people is just as important. A 2024 Boston Consulting Group study found that roughly 70% of the challenges organizations face when rolling out new AI technology are related to people and processes, not technical glitches. Things like staff skepticism, skill gaps, and process inertia are far more likely to derail an implementation than a software bug. Staff who weren’t part of the original decision, who then need to adapt and adjust while managing their usual duties and serving members, are not going to be happy. On the other hand, if you plan ahead, communicate clearly, and bring people along for the ride, you can turn a potentially frustrating rollout into a big win for everyone.
3. Throw out those rose-tinted timelines.
One of the most common problems I see in implementation plans is unrealistic timelines. According to an Oxford University study, managers consistently underestimate how long technology projects will take, and the difference between projected and actual timelines is larger than most people expect. Some leaders feel like they’re failing if they say something will take nine months when they feel like it should take six. I say that’s simply being honest about competing operational demands that tie up time (hello, regulatory exams!) and being thoughtful of all the training and testing that go into a successful rollout. Optimism is great, but realistic planning is even better.
4. Level set post-implementation expectations.
I've said it before, and I’ll say it again: in the credit union system, relationships are everything. The fintech and technology partners who thrive here are the ones who stay engaged after the contract is signed and who treat post-implementation support as a feature, not an afterthought.
Here's what the credit unions we see succeed tend to have in common:
Designate an internal implementation owner. You need someone with the authority and bandwidth to drive the process from the credit union's side.
Remember the implementation plan is up for negotiation. If the vendor's proposed timeline doesn't account for your operational needs, push back before you sign.
Invest in internal and member communication. Staff who understand the "why" behind a technology change are far more likely to champion it. And members need a heads up too – after all, they are the owners.
Build in checkpoints. Regular, structured meetings between your team and the vendor will help you stay on track and avoid misunderstandings.
Define what success looks like. Not just for go-live, but 30, 60, and 90 days after. What metrics will tell you the technology is actually working as planned?
It’s less about the right technology than having the right plan to implement it. But with a clear vision, an understanding of the potential hurdles, and a strong team around you, your credit union can adopt technology that truly transforms.
Want to discuss how CSS can help your organization build a stronger technology implementation strategy? Get in touch with our team.