Customer Story - Project & Change Management Aiding in the Introduction of a New Program
The client was launching a new program – Financial Well-being for All. This program had both external and internal impacts and needed the support of both audiences to ensure a successful start. Internal employee departmental challenges were also a hurdle that needed to be managed to allow a path forward for the project.
Call for Help:
- External resources were needed to provide change leadership for the launch of a new program, Financial Well-being for All.
- The client needed assistance with the change management and education of internal and external audiences about what “Financial Well-being for All” meant.
- Additionally, there were internal challenges with employees, lack of resources and team dynamics that needed oversight and correction to ensure they didn’t put the project in jeopardy.
Farwell Advisor Support:
- The FarWell advisor worked with the department heads to establish a trusting relationship; serving as the subject matter expert for leadership on how to drive and create change.
- The advisor identified work that needed to be done and created a project plan of items to drive the change.
- To identify key issues, the advisor facilitated sessions with the teams where employees could voice challenges.
- A master library of communication assets was maintained by the advisor for consistency to ensure the messages were the same to external and internal audiences.
Results:
Financial well-being for all successfully launched to employees & customers.
- Transformed a traditional product delivery channel (static reports via email) to dynamic, interactive dashboards enhanced with monthly trend analysis reporting.
- Established the client as the market leader for data-based insights and trends for credit union industry and their members.
- Organization-wide adoption of updated messaging strategy aligning all aspects of go-to-market (product/training/conference development, communications, marketing, advertising).
