Buzzacott is a forward-thinking professional services firm.
They embarked on a comprehensive modernisation initiative. This programme involved a large-scale device refresh and a strategic transition from Windows 10 to Windows 11. More than just a technical upgrade, the initiative focused on enhancing employee experience, enabling digital agility, and aligning technology with the firm’s long-term strategic vision. At the heart of this transformation was our collaborative partnership between Changing Social and Softcat.
The Catalyst for Change
Buzzacott’s decision to modernise its digital infrastructure was driven by both immediate technical needs and a broader ambition to evolve the digital employee experience. With a strategic focus on performance, people, and innovation, Buzzacott recognised that their current devices ranged from nearly decade-old machines to relatively new ones, it was inconsistent and inadequate to support future-facing technologies, including AI integration.
Mark Parr, Head of IT at Buzzacott, saw the transition to Windows 11 not as an isolated OS upgrade but as a critical lever in futureproofing the workplace. “We wanted to give people a platform that was intuitive, consistent, and capable of enabling the kind of digital innovation our firm strategy calls for,” he explained.
Setting Outcomes: Beyond the Operating System
The goals of the programme extended far beyond the typical metrics of a device refresh. Technically, the objectives included:
- Standardising and upgrading all hardware to support Windows 11.
- Integrating security through Entra AD and Intune.
- Leveraging the full capabilities of Microsoft E5 licensing.
From an employee experience perspective, the vision was even more ambitious:
- Provide staff with choice and excitement, new Surface devices and widescreen curved monitors elevated the daily work experience.
- Improve digital confidence and productivity by aligning tooling with people’s workflows.
- Spark a cultural shift where technology is seen not as a blocker, but as an enabler.
Discovery and Planning with Changing Social
A critical success factor for the programme was the discovery and planning phase led in partnership with Changing Social. Buzzacott embraced the ADKAR change management framework, which was introduced and championed by Changing Social, an approach that proved transformative for Buzzacott’s internal project team.
Through this structured model and our team’s deep experience, Buzzacott gained early clarity on risks, user needs, and cultural fit. “It was refreshing to have a partner challenge and validate our thinking. Changing Social didn’t just agree with us. They brought practical, insightful perspectives,” Parr noted.
What stood out most was Changing Social’s ability to quickly align with Buzzacott’s vibrant, people-first culture. “They got us. They understood our ethos and shaped the planning phase accordingly.”
The Human Touch: Onsite Engagements
The rollout itself was characterised by a hands-on, white-glove approach. Rather than opting for a mass deployment, Buzzacott chose to stagger installations, allowing each individual to experience a “new car moment” a personal, positive transition to new tech.
Onsite visits proved invaluable. Not only did they create a sense of individual support, but they also enabled trainers such as Sam to address specific user challenges in real-time. These tailored interactions turned potential resisters into advocates, with trainers offering contextual, relevant tips that improved adoption.
The results spoke volumes. A concurrent in-person and virtual training session drew in over 400 attendees, an unprecedented level of engagement in Buzzacott’s history.
Training for Empowerment
Training was not a one-size-fits-all effort. Buzzacott’s staff benefited from a rich mix of formats:
- 1:1 and small-group sessions for personalised learning.
- Larger interactive webinars.
- High-quality video tutorials and collateral.
A standout moment in the training we delivered was when we did a live demo in Microsoft Loop. Fifty people collaborated on one document, making it a very memorable and successful session for everyone at Buzzacott, and this was mentioned in a closing meeting for this project.
The video content was especially well-received, with many staff revisiting recordings to reinforce learning. “People are really engaging with Teams now – emojis, reactions, and Planner integration. The training gave them confidence,” Parr explained.
Buzzacott is now envisioning an on-demand learning model with timestamped micro-videos, making learning even more accessible and user-driven.
The SharePoint Effect
Beyond Windows 11, Changing Social supported Buzzacott in building a dedicated SharePoint site to centralise resources, updates, and communications around the rollout.
The platform was a revelation. It enabled seamless access to critical information, eliminated version confusion, and reinforced consistent messaging. As a result, departments across the firm, especially business development and marketing, are now planning additional SharePoint hubs for strategic collaboration, with Changing Social set to continue supporting these initiatives.
Managing the Unexpected
Despite the project’s scale, unexpected challenges were minimal. Thanks to comprehensive planning and collaborative project ownership between Buzzacott, Changing Social, and Softcat, issues were proactively identified and addressed.
“There were only a couple of minor hiccups, like devices not building on the day, but nothing critical,” said Parr. “What mattered was how we worked as one unified team. It didn’t feel like three separate companies. It felt like one team delivering one vision.”
The Employee Verdict
Post-rollout feedback has been overwhelmingly positive. Users praised the smoothness of the transition, the intuitive new devices, and the noticeable improvements in speed, accessibility, and interface.
“People are calling it the best upgrade they’ve ever had,” said Parr. “Windows Hello was a hit too, no more passwords! Everyone’s buzzing about the experience.”
The project has become a cornerstone of Buzzacott’s wider digital transformation, helping to introduce other modern tools and services, such as new mobile devices and digital workplace enhancements.
Digital Resilience and Future Agility
From a business continuity and IT management perspective, the initiative has delivered measurable improvements:
- Readiness for Cyber Essentials Plus certification, thanks to strengthened security infrastructure.
- Enhanced work-from-anywhere capabilities.
- Greater user understanding of Microsoft 365’s ecosystem, driving self-service and cross-tool integration.
“We’ve built a foundation for change,” said Parr. “We’re not just more secure and agile; we’re also better positioned to innovate.”
Reflections on Partnership
Asked to summarise the experience with Changing Social, Parr was unequivocal: “They were vital to the success of this project.”
What stood out most was the collaborative spirit and deep understanding of Buzzacott’s goals. Rather than a transactional vendor relationship, Changing Social embedded themselves into the firm’s strategy, becoming trusted enablers of its vision.
“There was a real richness and depth to the relationship,” Parr added. “They became part of Team Buzzacott.”
Lessons Learnt
All parties to this project thoroughly enjoyed it. Though everything went exceptionally well and smoothly, there always had to be a lesson learned.
For this project, one thing that we would have changed is the online drop-in sessions, these were deemed as not that necessary and more of a nice to have, this is different for every project, but we think that leaving with one lesson learnt is a good job done.
Furthermore, Buzzacott’s advice for other professional services firms considering a similar transformation is clear: “Don’t treat this as just a tech upgrade. Do it properly. Bring in the right partner, one that understands your culture and can guide you through change.”
Conclusion
Buzzacott’s journey from Windows 10 to Windows 11 is far more than a software update. It’s a blueprint for how strategic partnerships, thoughtful planning, and human-centric design can create lasting organisational value.
Thanks to its partnership with Changing Social, Buzzacott hasn’t just upgraded its devices, it’s upgraded its culture, resilience, and ability to innovate well into the future.
