Customer Story - Organizational Change Management
A healthcare insurance company needed to successfully implement a critical Customer Relationship Management (CRM) system while embedding Organizational Change Management (OCM) practices and growing their enterprise agility capability.
Call for Help:
- The CRM system implementor leveraged an Agile approach to development and delivery which was new to the organization.
- The sponsors of this CRM initiative understood the value of OCM and identified the need for outside OCM resource expertise and support.
- The company had previously tried to implement OCM, however, the practices were not sustained due to a lack of organizational alignment and ownership.
Farwell Advisor Support:
- FarWell advisors created and executed a Change Strategy and Approach for the CRM implementation that aligned to the level of organizational change and Agile maturity. They partnered with an internal team member whose role would become full-time OCM, delegated OCM tasks, and coached them as the project progressed.
- The advisors supported the establishment of a Change Advisory Board, Change Agents Group, OCM Collaborative, and other key resources that would continue to embrace OCM and spread it to other areas in the company. They also partnered to build and deliver change leadership competency training.
- The advisors created a tailored OCM framework and toolkit with tools and templates based on FarWell’s own OCM methodology, Prosci, and other principles and concepts.
Results:
OCM aided in the successful implementation of a CRM system.
- OCM survey results after User Acceptance Testing (UAT) revealed a general feeling of unpreparedness among project team members and end users, as well as the need for additional time for testing and issue resolution. Leadership used this survey feedback to inform their decision to delay go live. The revised timeline and enhanced support led to higher confidence and readiness among employees, improved training effectiveness, and supported a smoother user experience by proactively addressing employee concerns.
- OCM coordinated user training and readiness activities, equipping impacted employees with the resources and guidance needed to transition to the new CRM.
- OCM helped leaders provide their teams with clear and consistent communication to share project updates, build trust, and secure buy-in.
