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There’s no way around it: change can be scary. In a recruitment environment where growth is hard to come by, it can be daunting to branch out and implement new technology, diversify into a new business line, or make an acquisition.
At the same time, change is inevitable in recruitment. Today’s staffing landscape looks different than it did even in 2024, and firms embracing change are poised to reap the benefits. Although attracting new clients is the number one priority across the board for 2025, according to Bullhorn’s latest GRID Industry Trends Report, firms have learned they cannot rely solely on revenue from new clients to drive performance, and they need to find new ways to add value through new solutions and services.
What is change management?
Change management is a structured approach to business transformation, whether adopting new technologies, changing processes, or shifting strategies. A solid change management strategy minimizes resistance, increases engagement, and accelerates the time to full adoption.
A step-by-step guide to change management
To make any business transformation a success, recruitment agencies need to build and stick to a robust change management strategy. Melissa Rosen, VP, Global Services Sales at Bullhorn, runs an expert team of business and architecture experts focused on optimized solution design that balances staffing and system architecture best practices. She laid out a glimpse at the framework she and her team use to guide those adopting the Bullhorn platform towards a successful implementation and long-term, scalable growth. Her words of advice to those embarking on the journey: “Be along for the ride the whole way.”
1. Understand the change process
Recruitment agencies must recognize that change follows a predictable pattern: forming, storming, norming, and performing.
- Forming: When team members get acquainted and define roles.
- Storming: When conflicting interests can lead to conflict.
- Norming: Where your team resolves differences and collaboration grows.
- Performing: When the team operates at peak efficiency.
Without structured change management, teams may get stuck in the storming phase, leading to frustration and inefficiencies. A well-defined strategy compresses the time required to reach the performing stage.
2. Project ramp-up and kickoff
Get your team off to a strong start: identify key stakeholders, establish a guiding coalition, and communicate the vision for change. A RACI (Responsible, Accountable, Consulted, and Informed) framework can be helpful in defining roles clearly and creating accountability throughout the entire transition. Picking the right team can make or break your change management process, so spend enough time choosing your decision-makers.
3. Design and build
Address potential friction points early. Engage subject matter experts (SMEs) to document the most challenging changes and develop mitigation strategies. Create a comprehensive change plan with a communication strategy, training roadmap, and feedback mechanisms.
4. Testing
Before full deployment, conduct rigorous testing with SMEs and other key users. Gather feedback, refine processes, and validate that the change aligns with business objectives. This phase is crucial for ensuring that leaders can articulate the change’s impact and guide their teams effectively.
5. Go-live prep
You’re almost ready to go live. Before you do, build excitement with a multimedia communication campaign to reinforce the benefits of your project. This step is also when you should transition your SMEs from project managers to champions to advocate for the new system and provide real-time feedback.
6. Go-live
Launch day has arrived! At launch, leverage a structured feedback loop to track adoption, address concerns, and celebrate quick wins. To drive engagement and reinforce learning, continue to lean on multimedia communication methods—such as quick-hit videos, live demos, and gamification.
Your change doesn’t end with your go-live; it’s iterative. Continue to monitor your teams to keep driving adoption and identify any roadblocks that may arise.
Roadblocks to change management
Common obstacles to a successful project include resistance to change, lack of leadership buy-in, and inadequate training. Overcoming these barriers requires a proactive approach—building urgency, fostering open communication, and continuously measuring adoption. A lack of clear metrics or success indicators can also hinder progress, making defining key performance indicators (KPIs) from the outset essential.
For recruitment agencies looking to stay ahead, mastering change management is not optional—it’s a necessity. By implementing a structured approach that aligns with business objectives, engages stakeholders, and reinforces new behaviors, agencies can embrace change and pave the way for long-term success.
For Rosen, a successful change boils down to ownership. Pick the right team to guide the change, establish a hierarchy, have the right decision-makers in place, and own the process from start to finish. “Our clients who have been successful are running the show,” she said, “and we’re there to be a concierge and confirm best practice.”
Now is the time to take charge of change—because those who manage it effectively will define the future of recruitment.
Want to master change management? Register for Bullhorn Engage Boston to connect with our talented team of pros at the Hub who can help implement and redesign your tech stack.
