Case Study: Change Management Preps End Users for Successful Go-Live
The client is a $1.3B broadband communications provider, largely focused on the direct-to-consumer space. The company has a largely growth-by-acquisition approach to get into new markets and has experienced significant growth as a provider for more rural areas.
The client was in the middle of an ERP implementation impacting 2,100 internal users and 1,500 external suppliers. With decentralized user groups, significant communications and change management efforts needed to be defined and conducted to ensure the company’s users and suppliers were prepared to be successful at go-live.
MSS led the efforts to define and execute change management and communications plans. This consisted of a detailed communications strategy and development, targeted roadshows with end user groups, and recurring user readiness assessments to measure and realign our change management efforts. These efforts progressed through Prosci’s ADKAR methodology to ensure that users were able to progress through the change process successfully, as well as “peak” at the right time in alignment with go-live.
User readiness steadily increased across end user groups, resulting in a successful go-live of the system across the 2,100 internal users and 1,500 external suppliers. The user readiness assessments indicated that the users remained confident in their ability to do their jobs in the new system post go-live, suggesting that the change management activities prepared the groups in setting them up for success.
User Readiness Assessments
End User Roadshows