Practitioners and academics often assume that investments in technology will lead to productivity improvements. While the literature provides many examples of performance improvements resulting from adoption of different technologies, there is little evidence demonstrating specific, generalizable factors that contribute to these improvements. Furthermore, investment in technology does not guarantee effective implementation. This qualitative study examined the relationship between four classes of potential success factors on the adoption of a collaborative technology and whether they were related to performance improvements in a small service company. Users of a newly adopted collaborative technology were interviewed to explore which factors contributed to their initial adoption and subsequent effective use of this technology. The results show that several factors were strongly related to adoption and effective implementation. The impact on performance improvements was further explored. Results showed a qualitative link to several performance improvements including timesavings and improved decision-making. These results are discussed in terms of generalizability as well as suggestions for future research.