Customer Story – Transforming Operations: A Multi-Year Technology Upgrade and Change Management Success Story
A premium, design‑driven manufacturer undertook a significant technology upgrade, replacing an aging and highly customized enterprise system that was nearing the end of its support lifecycle. This transformation involved moving from a legacy platform to a modern cloud-based solution, with a multi-year rollout plan to ensure a smooth transition. The initiative was designed to impact nearly every area of the organization and extend across a broad global network of dealers and distributors, supporting the company’s continued growth and innovation.
Call for Help:
- While an external technical vendor managed the program, the organization recognized the need for dedicated organizational change management to support adoption.
- Given the broad impact across internal teams and external partners, comprehensive OCM planning was essential to sustaining operations and sales effectiveness.
- Additional communications and training support were requested to strengthen readiness and set end users up for success.
FarWell Advisor Support:
- FarWell advisors conducted a “lessons-learned assessment” and recommended an OCM support model including:
- OCM Lead
- Two Change Advisors (internal stakeholders & external partners)
- Communications Advisor
- Training team of three instructional experts
- FarWell advisors developed and executed an OCM strategy to prepare business partners for the new system, including:
- Identifying key changes for internal staff and external partners, and building a management approach
- Training liaison staff to support regional business partners
- Raising awareness of upcoming changes among all stakeholders
- Engaging business leaders and internal teams to champion the new platform
- Implementing a communications strategy for the rollout
- Providing multiple online training options (live and self-guided) across global time zones
- Tracking training participation and addressing gaps with liaison staff
- Managing sensitive relationships with business partners who were unaccustomed to change and had alternative options for products/services
Results:
- Stakeholders across the network were informed and equipped for the launch of the new enterprise system and dealer portal, with clear guidance on accessing support.
- Company teams and leadership were prepared to assist partners and were trained to use the new system and address any issues.
- The approach minimized disruption for partners and enabled a successful rollout in mid-2025.
- The CIO ranked this project among the top two implementations they have ever experienced—an impressive distinction given their extensive background leading numerous enterprise rollouts.
- Successfully transitioned more than 300 internal employees and over 10,000 external end users to a new ERP system and customer portal, supporting seamless operations across the organization’s global network.
- Delivered 100+ comprehensive training sessions, including in-person and virtual instructor-led classes, self-guided eLearning modules, engaging videos, interactive simulations, “Day in the Life” activities, and live Q&A forums to ensure all stakeholders were prepared for the change.
- Achieved a strong Pre-Go-Live Readiness Score of 8.2 out of 10 for the Sales team, reflecting high levels of preparedness and confidence in the new system.
- Attained an outstanding Pre-Go-Live Readiness Score of 8.5 out of 10 for the Regional Distribution Centers, demonstrating exceptional readiness and engagement ahead of launch.
