Customer Story - Building a Team of Change Champions
A financial services company modernized their core proprietary administrative platform. This multi-year, multimillion-dollar strategic initiative required a fundamental change of their product offering, organization structure, and how the customer was served.
Call for Help:
- The organization lacked maturity with their change management practices.
- Leaders were resistant to the changes needed to successfully transform the org.
- The company anticipated system-related change impacts but did not consider customer or organizational changes.
Farwell Advisor Support:
- The FarWell advisor built a team of change champions and engaged with leaders to encourage their support.
- The advisor assessed impacts and created a detailed change management plan, including training, coaching, resistance management, and communication.
- The advisor focused on building change capabilities at the leadership level to drive adoption and manage resistance.
- The advisor built a pre- and post-go-live support plan which provided the necessary support to users.
- The advisor utilized pulse surveys to assess baseline sentiment and track progress.
Results:
Employee readiness increased by over 30% over the 6 months leading up to go-live.
- Overall employee satisfaction increased by 15%.
- The delivery of the solution was implemented on time.
- Training effectiveness and participation scores increased.
- The communication plan was executed on schedule.
