To ease adoption, the CIAO team paired every release with feature demos and open Q&A sessions. This approach turned reluctant users into confident ones and sharply decreased support email volume.
Cynerge Leads Enterprise Education Through Multi-Channel Training
The Challenge
Transitioning to a new safety check in/out system isn’t just a tech upgrade, it’s a massive change management challenge. The Forest Service needed to provide education, train and onboard thousands of remote personnel across diverse regions, many with limited IT experience and irregular internet access. How can an organization ensure rapid, voluntary adoption without disrupting critical operations?
The Solution
Cynerge developed a comprehensive, multi-channel training and support plan featuring quick tutorial videos, FAQs, virtual drop-in support sessions, and tailored workshops. This multi-channel approach broke down barriers, built user confidence, and created a scalable support network, enabling thousands of employees to adopt the new system voluntarily and confidently.
The user-friendly design made it easier for employees to comply with safety policies and stay safe in the field. To achieve this, we:
- Launched a multi-channel training strategy tailored for remote users
- Delivered concise videos, support materials, and live Q&A sessions
- Provided region-specific workshops for hands-on guidance
- Built user confidence through ongoing feedback and improvements
- Implemented a user-support email solution for feedback suggestions
The Impact
Thanks to our strategic training approach, thousands of users confidently adopted the new tool despite it being voluntary. With a focus on simplicity and usability, more employees followed safety policies, staying safer and improving compliance. A key measure of our achievement was seeing users, initially resistant and wary, become our strongest supporters. The project manager reflected, “What truly validated our approach was providing training and resources that genuinely helped users. Listening carefully and delivering materials tailored to their needs made all the difference.”
This feedback highlights the importance of effective training and support in driving successful adoption and long-term engagement.
CIAO Help Center
Why It Matters
Rolling out new technology is only half the battle. Getting people to use it willingly and effectively is what drives real impact. The Forest Service’s success with CIAO shows that when training is accessible, user-centered, and supported by continuous feedback, even large, remote workforces can adopt change confidently. Cynerge’s approach proves that thoughtful implementation doesn’t just support compliance, it builds trust, strengthens safety, and empowers teams to do their jobs better.
Learn How We Turned Resistance into Readiness
Want to learn more about our proven approach to successful training, onboarding, and change management? Download our comprehensive white paper, which details how Cynerge achieved high adoption, engaged users effectively, and transformed resistant teams into advocates.
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White Paper
Cynerge is a software consulting firm that helps government and commercial organizations modernize legacy systems, streamline operations, and build user-friendly digital experiences. From cloud migration and enterprise application development to DevOps and UX design, we deliver secure, scalable solutions that solve real problems.
In addition to our custom consulting services, we develop and support mission-driven platforms including Kalpa, a professional development tracker for educators; LocalHop, an event management and ticketing solution for communities; and CIAO, a Check-In and Out enterprise application for field-going teams.
