When your net promoter score (NPS) is 23 and nearly half your users are detractors, you don't just relaunch a tool you rebuild a relationship. Starting with only 32% of 1,200 project delivery team members on Desktop Connector, Barton Malow's construction technology team launched a 14-month, three-phase adoption campaign and finished at 92%, well past their 80% goal. In this session, we'll share the honest playbook: how we used survey data to make the business case, how we structured a phased rollout across a distributed workforce, how we built a support ecosystem to sustain momentum, and how we quantified 150,000 hours of potential annual savings. Transparency included.