Sandra, 58 years old, has worked as a travelling nurse for five years. She has a notebook filled with client contacts, phone numbers, and appointments and keeps everything straight with her own system.
Her company upgrades its appointment and customer relationship management system to a web-based platform. All employees now have a tablet to enter all customer contacts, appointments, and therapies. The tablet also includes a chat feature so that the company nurses can stay in touch.
Sandra doesn’t want to use the new tablet and she doesn’t enter her customer information into the system. She misses communication from team members that’s sent through the chat system. “I’m just not good with computers,” she says. “What’s wrong with my old way?”
What would you do?