Implementation Lessons Learned – Building Success Through the Good, the Bad, and the Ugly

Platform implementation is more than a technical exercise  —  it’s about creating a foundation for long-term growth, adaptability, and collaboration. Chapter 3 of Customer Obsession Day focused on how structured planning and teamwork can transform implementation challenges into opportunities for innovation.

The session featured Jim Klein, CEO Director of Technology at Global Customer Care, alongside real-world insights from Jen Weinberg and Annie Scazzeri of Cigna and Sally McLeod of Fox Rehabilitation. Together, they shared actionable strategies for aligning teams, leveraging tools, and building sustainable solutions.

From setting clear goals during discovery to fostering partnerships for continuous improvement, the lessons from this session provide a roadmap for organizations aiming to maximize the value of their Phenom platforms.

As Klein aptly summarized, “Implementation is not just about launching a platform; it’s about setting up a partnership for continuous growth and improvement.”

Watch their session right here, or continue reading for highlights from Chapter 3.

Discovery Phase: Building the Foundation

Every successful implementation starts with a strong foundation. The discovery phase ensures that Phenom aligns with your organization’s unique goals and needs, setting the stage for scalability and long-term success. By fostering collaboration and gathering critical information, this phase transforms strategic planning into actionable steps.

The discovery phase is where we gain a deeper understanding of your organization’s structure and goals. According to Klein, it ensures teams don’t just implement tools but fully understand how to optimize them for long-term success. This phase lays the groundwork for alignment and collaboration.

The Discovery Workbook & Workshops

The Discovery Workbook consolidates essential details and guides decisions throughout implementation. As Klein described, “It’s not just a technical document — it’s a blueprint that evolves with your organization.” Key components include:

• Overview Details: Information on company structure, career site, and ATS configurations

• Technical Tabs: Configurations for Single Sign-On (SSO), CSR certificates, and data migration

• Pre-Populated Fields: Templates to streamline decision-making and ensure consistency

This workbook not only supports implementation but also serves as a long-term resource for evolving organizational needs.

The Discovery Workbook comes to life during Discovery Workshops, interactive sessions led by Phenom Technical Project Managers (TPMs). These workshops help teams align on:

• Job Category Mapping: Simplifying ATS job families for a better candidate experience

• Technical Configurations: Addressing SSO, Secure Sockets Layer (SSL), certificates, and other essential technical needs

• Communication Settings: Aligning recruiter outreach with organizational goals

Workshops also serve as a key platform for aligning technical and business stakeholders. Klein emphasized, “Workshops ensure that teams are not only aligned on the vision but also on the actionable steps needed to bring it to life.”

Related: State of Candidate Experience 2024 Benchmarks Report

Team Selection: Building the Right Support

The discovery phase’s success depends on having the right team in place. As Klein emphasized, “No single person can handle everything — selecting the right experts and involving them at the right time is crucial.” Critical roles include:

• IT Specialists: For managing technical configurations like SSO and secure data migration

• Talent Acquisition Leaders: To oversee career site design and job categorization

• Network Administrators: To ensure seamless integrations and platform connectivity

Organizations should also identify internal champions who can undergo Phenom LMS training and provide in-house expertise. McLeod highlighted how champions not only bridge gaps, but also ensure the implementation process stays on track, stating, “Internal champions became our go-to resource for supporting adoption and addressing day-to-day questions.” 

By emphasizing collaboration and leveraging tools like the Discovery Workbook, organizations can lay a solid foundation for successful implementation.

Key Implementation Components

A successful implementation requires three interconnected steps: integrating data, securing technical configurations, and adopting phased rollouts. These elements ensure a smooth transition and establish a foundation for long-term platform adaptability.

1. Data and System Integration

Seamless integration provides recruiters with real-time access to accurate information, improving efficiency and decision-making. As Klein noted, “This sets the stage for recruiters to have access to essential historical information.”

• Historical Data Migration: Transfers legacy job and candidate records to maintain continuity

• Live Synchronization: Updates job postings, applications, and employee data in real time to keep systems current

2. Strengthening Technical Foundations

Technical configurations such as SSO and SSL encryption are essential for platform security, usability, and long-term stability. Organizations that overlook these aspects often encounter operational disruptions, security risks, and lower adoption rates.

• SSO: Provides centralized authentication, reducing security risks and minimizing login-related issues. Klein emphasized, “If employees struggle to log in, they may disengage from the platform altogether.”

• SSL Encryption: Protects applicant and employee data while preventing browser security warnings that could deter users

Failure to establish these security measures early can lead to launch delays, security vulnerabilities, and reduced user engagement. As Klein put it, “Strong technical foundations allow for scalable growth.”

Phased Deployment: Adapting Over Time

Phased rollouts allow organizations to implement features incrementally, ensuring flexibility and delivering value at every stage.

Organizations typically start with standard features before gradually introducing customized solutions based on evolving needs. 

1. Standard Features: Quick Wins with Out-of-the-Box Solutions

Phenom’s standard features enable rapid deployment with minimal configuration, helping teams launch essential functions efficiently. These include:

• Career Site Builder: Pre-configured templates for job postings and candidate engagement pages.

• Talent CRM Tools: Email templates and scheduling tools that integrate seamlessly with recruiter workflows.

• Job Category Mapping: Pre-built taxonomies that structure job categories by department, experience level, and location.

• LMS Training Portal: Ready-to-use certification paths for recruiters and hiring managers to support adoption.

• Basic ATS Integration: Standard API connectors for real-time job requisition syncing, pre-tested for seamless system integration.

These foundational capabilities allow organizations to establish a fully functional platform quickly while maintaining consistent branding across candidate interactions.

2. Customizations: Enhancing the Platform Over Time

As organizations grow, they can introduce advanced features tailored to their needs, including:

• SSO & Security: Custom integrations for enterprise authentication systems.

• Historical Data Migration: Secure transfer of legacy candidate data via SFTP folders.

• Employee Experience Integration: Custom API connections to internal HR platforms for seamless workflows.

• Advanced Segmentation: Organization-specific candidate pipelines and tailored hiring workflows.

This phased approach minimizes risk, ensures smooth adoption, and allows the platform to evolve with business priorities.

Tips for Post-Implementation Success

Post-implementation success doesn’t just happen; it’s the result of deliberate actions, collaboration, and adaptability. Organizations can maximize the value of their Phenom platform by focusing on iterative testing, tailored training, and fostering continuous improvement.

First 60 – 90 Days: Start Small and Iterate

The initial post-launch period is critical for identifying gaps and ensuring a smooth rollout. Klein emphasized the importance of real-world testing, saying, “Smaller rollouts reduce disruptions while allowing real-world testing.” Key steps include:

• Soft Launches: Introduce the platform to a smaller user group to test functionality and gather actionable feedback

• Pilot Testing: Use these smaller groups to refine workflows and resolve potential challenges early, paving the way for broader adoption

• Tailored Training Materials: Create job aids and training resources that align with company-specific workflows. These materials empower employees to navigate the platform confidently from day one.

Key Recommendations: Align Teams and Manage Expectations

Clear communication and alignment between teams are essential to user adoption and engagement. Recommendations include:

• Prepare Internal Support Systems: Train internal support centers to handle end-user inquiries and create scripts for common issues. This reduces reliance on champions for all troubleshooting needs.

• Set Clear Expectations: Be transparent about potential challenges and realistic timelines for resolving issues. As Weinberg noted, “Engaging end users early builds trust and ensures smoother adoption.”

• Establish Feedback Loops: Create structured mechanisms for end users to share experiences and suggest improvements. These insights should drive continuous refinement.

Long-Term Growth: Build Capacity and Collaborate

Sustainable success depends on creating internal capacity and fostering ongoing collaboration. Strategies include:

• Leverage Phenom Global Customer Care (GCC): McLeod emphasized that Phenom GCC acts as a centralized hub for troubleshooting and connecting customers with the right resources. She shared, “Phenom GCC was critical in helping us address evolving needs and bridge knowledge gaps.”

• Empower Champions: Identify and train champions who can act as in-house experts, supporting adoption and troubleshooting daily challenges.

• Continuously Refine Processes: Use feedback to inform platform updates and enhancements, ensuring the system evolves with organizational needs and priorities.

By combining structured testing, tailored training, and robust feedback systems, organizations can maximize the impact of their Phenom implementation and set the stage for long-term success.

FOX Rehabilitation: Leveraging Phenom’s Support

For FOX Rehabilitation, strong partnerships and accessible resources are game-changers. FOX’s Sally McLeod, Workday & Recruitment Analyst, shared how Phenom GCC became their go-to team for troubleshooting and guidance. McLeod explained, “GCC was critical in helping us address evolving needs and bridge knowledge gaps.”

GCC also clarified escalation paths, such as distinguishing between support tickets and managed service requests, helping FOX focus on adoption instead of navigating technical hurdles. The Phenom Community and LMS were equally invaluable, providing self-service learning opportunities that empowered the team to build confidence and independence.

Through collaboration and resourcefulness, FOX Rehabilitation demonstrated how even quaint teams can achieve scalable success.

Change Management and Communication

Managing change effectively is just as critical as the technical aspects of implementation. A structured communication plan and support framework not only reduce disruptions but also ensure sustained user adoption and satisfaction.

Key Strategies for Effective Change Management

Proactive planning and coordination set the stage for smooth transitions. Effective change management is a structured process that ensures organizational alignment and equips teams to adopt new systems with confidence. It goes beyond system integration to focus on fostering collaboration, minimizing resistance, and preparing stakeholders for the transition. 

“Engaging stakeholders early ensures alignment and makes the change less daunting,” shared Weinberg.

A well-planned approach enables organizations to address challenges proactively, reduce disruptions, and achieve sustained adoption.

• Regular Project Meetings: Frequent updates help teams stay aligned and quickly address potential challenges

• Involving Internal Support Centers: Preparing internal teams for end-user inquiries post-launch ensures swift issue resolution

• Tailored Training Materials: Scripts, job aids, and workflow-specific training resources empower employees to navigate the platform confidently

Fueling Continuous Growth with Phenom

Phenom’s implementation journey is more than a technical rollout — it’s about empowering organizations to adapt, grow, and innovate in an ever-evolving landscape. Success stems from structured planning, collaboration, and continuous refinement.

“Implementation isn’t the end — it’s the beginning of continuous growth and innovation,” shared Klein, underscoring Phenom’s commitment to long-term value creation.

Key Takeaways for Success:

• Plan Strategically: Structured planning and the Discovery Workbook provide a strong foundation for success

• Empower Teams: Internal champions and tailored training ensure sustainable user adoption and engagement

• Evolve Continuously: Phased rollouts and feedback loops enable ongoing improvements and scalability

Phenom’s collaborative approach ensures that customers don’t just launch a platform — they create a dynamic system that evolves with their needs. By leveraging the right tools, fostering in-house expertise, and building strong partnerships, organizations can overcome challenges and unlock their true potential.

Whether you’re just beginning your implementation or looking to optimize an existing setup, Phenom offers the tools and expertise to help you succeed. 

Ready to actualize these HR trends? Connect with our team today or reach out to your Account Manager to explore how we can help elevate your HR experience.