GLOBAL AUTO MANUFACTURER
Driving large-scale change adoption for a global auto manufacturer
Credera partnered with a global auto manufacturer to implement a new customer relationship management (CRM) platform, enhancing customer experience and brand loyalty.
At a Glance
A global auto manufacturer faced challenges in adopting a new CRM platform due to a broader change environment, including strategic shifts, departmental reorganization, and frequent personnel changes. Credera conducted ongoing assessments and established a network to engage and empower change leaders. A tailored training platform was implemented, and the Credera team managed the training strategy and rollout. This resulted in accelerated team readiness, the establishment of new ways of working, and over 200 users on track to achieve desired proficiency and technical certifications.
The Challenge
Navigating complex CRM adoption amid organizational change.
The global auto manufacturer needed to adopt a new CRM platform amid significant organizational changes, including a major strategic shift, departmental reorganization, and frequent personnel changes. The complexity of the new CRM required extensive training for users within a short timeframe to ensure a smooth migration without disrupting ongoing campaigns. Additionally, the transformation involved restructuring to product-driven teams and adopting new ways of working.
The Solution
Targeted change management and tailored training for CRM success.
Credera conducted ongoing assessments of change impacts to deliver targeted tactics to the right stakeholders. A network was established to engage and empower change leaders across teams. A tailored training platform was implemented to provide a clear, persona-based learning experience, meeting organizational proficiency requirements and accelerating technical certification. The Credera team managed the training strategy and rollout, including email communications, informational meetings, formal Q&A sessions, and the creation of a SharePoint learning hub.
The Results
Accelerated readiness and adoption for long-term success.
The initiative accelerated team member readiness and adoption through clear communications across multiple channels. New ways of working were established to support long-term success, including team norms and program-level retrospectives. Over 200 users were enrolled and onboarded to the tailored training platform, on track to achieve desired proficiency within six months and obtain technical certifications by the end of the year.
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