Our customer is a global organization, with close to 5,000 employees, providing information and marketing services to the commercial property industry. They have multiple product solutions and are growing quickly.
After a launch in their Canada branch, our Customer is continuing the transition to a modern, enterprise-wide digital Billing and Advanced Collections solution, by implementing Oracle ERP Cloud solution to the US side of their business. This will allow them to improve their Invoicing to Cash processes and position our Customer for future global revenue scalability.
The goals of this engagement include:
Apps Associates’ Change Management was brought in to assist with the US rollout after challenges during the Canadian launch. There were no formal RACI (Responsible, Accountable, Consulted, Informed) resources causing confusion and misalignment regarding responsibilities between our Customer and Apps Associates. The project scope and business expectations were not formally documented and therefore aligned on. Testing was also challenging. There was confusion regarding who should be attending testing sessions and a lack of training on both test rail and the Oracle platforms. Participant roster misalignment resulted in scheduling conflicts. Additionally, there were challenges within the testing environment and there was not sufficient time set aside to properly test. Causing further challenges, our customer was experiencing a large amount of internal turnover and low employee morale. Wanting to ensure a smooth rollout in the US the customer requested that Apps Associates’ Change Management services with a dedicated Change Management and Training team be formally assigned to the US transition.
Change Management discovery workshops were conducted to understand unique pain points and challenges encountered in Phase 1 (the Canada rollout) to the impacted user groups. Structure, alignment, formal project plans, deliverables were provided to the customer including:
With structure, a weekly team cadence, project personas in place, and formal training support our Customer experienced a more seamless roll out with clear expectations and a more informed and engaged workforce. The stakeholders were better informed and therefore felt more confident in the ERP rollout and how it can help support them in their business transformation. Change Management and Training helped our Customer stakeholders to feel supported and more like a team through constant communication. Bottom line – their choice to include Change Management as a part of this engagement has saved them time, resources and money by helping them to stay on schedule and ensure maximum user adoption.
Over 150 people participated in training, communication and engagement driving morale, efficiencies and adoption rate.