This time, it's different. "They've suggested different ways to change the design. They've put their fingerprints on it," says Traynor, who's also following up with the IT representatives to make sure they're having discussions within their own teams about the new systems and processes. "We get a lot of mileage from [the ambassadors]," Traynor says. "The hope is that you have people that become skilled [in the new system] and can help us with testing and training and become the go-to person after we go live."
Traynor's team continues to tweak the already implemented components based on user input. IT professionals complained of long waits for change approval from manager's who were tied up in meetings. So the ECM project team worked with application development to introduce a mobile app for change approvals that they mapped back to the Remedy software.
Follow everything from CIO.com on Twitter @CIOonline.