The business needed to upgrade its core customer platform
The Task
Deliver communications and change management.
The Action / Approach
Designed approach, delivery schedule, material, training material.
Coached operational leaders to create material and support their team.
Used creative ways to showcase the progress, success (and learnings from pilots) to build confidence in the rollout.
Created a training approach that used real world learning so people learned to use the system blended with the manual and practical activities they would be doing post live.
The Result
The programme had a strong reputation that was widely discussed on internal social media with colleagues proactively posting their experiences.
Colleagues were equipped to serve customers with minimal interruption.
Colleagues from the pilot phase also fed in improvements to surrounding processes which created more benefits and a better customer and colleague experience.