CitizenM is an international hotel group with a bold view on hospitality. Since its founding in 2008, the company has grown rapidly, with hotels now in cities like Amsterdam, London, New York, Paris and Kuala Lumpur. That growth also puts pressure on Finance. Rolling out new systems is one thing. Making sure people actually use them is something else. At CitizenM, we saw exactly that challenge, and worked together to find what really works.
The situation
CitizenM is scaling fast. That requires a Finance organisation that can keep up — professional, scalable, and future-ready. But growth also means change. And change affects people. Within the team, questions came up: How does this new process work? Where can I find what I need? Why are we doing it this way? Familiar questions, and not something you solve with a training or a manual.
Our approach
Instead of starting with the tooling, we first looked at what the team really needed. What helps them work effectively? How do you lower the barrier to embrace new processes? Finext advised using Newired — a digital adoption tool that runs directly in the system and guides employees step by step. No thick manuals, no one-off training sessions — but real-time support.
“With Newired, colleagues can focus on their work.”
About Newired
Newired makes it easy to work with new systems. The tool runs inside the application and gives a nudge right where someone gets stuck. No bulky handbooks or separate training, but short, practical instructions that can be applied instantly. Change becomes less of a hurdle, and more a natural part of daily work.
The result
- Faster adoption of new processes
- Less dependency on documentation
- More confidence and calm in daily operations
- A team that truly works with the system, not against it
Our impact
Finext didn’t just deliver a technical project at CitizenM, but supported a human change. By focusing on behaviour, adoption and ease of use — we made the difference together.
“It’s that attention to people that sets Finext apart.”
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