GLOBAL AUTO MANUFACTURER
Adopting large scale change for seamless customer experience
Credera partnered with the customer relationship management (CRM) team to deliver organizational change management (OCM) expertise, accelerating adoption and achieving goals for a seamless customer experience and enhanced brand loyalty.
At a Glance
A global auto manufacturer faced the challenge of navigating a complex CRM adoption during a significant shift in company strategy, structures, and processes, with frequent personnel changes. Credera partnered with the CRM team to provide OCM expertise, organizing change impact assessment cycles, establishing a leadership network, and developing a persona-based training strategy. The result was accelerated change readiness engagement, new ways of working, and the successful onboarding of approximately 200 users, achieving proficiency and technical certifications within set milestones.
The Challenge
Navigating complex CRM adoption amid organizational shifts.
The global auto manufacturer aimed to adopt a new CRM system within a broad change environment, which included major shifts in company strategy, structures, and processes, as well as frequent personnel changes. They needed to form an extensive technical training solution quickly and migrate without campaign interruptions.
The Solution
Implementing targeted OCM strategies.
Credera organized change impact assessment cycles to ensure the right tactics were delivered to the right stakeholders at the right time. We established a leadership network to engage leaders in OCM activities, developed and delivered a persona-based, tailored training strategy and platform, and created a multi-channel communications strategy to support the change process.
The Results
Achieving proficiency and sustained success.
The initiative led to accelerated change readiness engagement and adoption, establishing new ways of working for sustained success. Approximately 200 users were enrolled and onboarded in training, reaching the required proficiency by the six-month milestone and achieving technical certifications by the end of the year.
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