Client Success Stories
25+ years. Dozens of organizations. Here's what's possible when you get the human side of change right.
"The best change management we’ve ever experienced"
Outsourcing IT engineering after a previously failed attempt
On time, on budget to restore customer trust
ERP upgrade after a previous botched launch delayed shipping
"The most successful rollout in firm history"
Salesforce CRM launch at a Big-4 consulting firm
Immediate jump in AI adoption
AI strategy to improve usage of existing solutions for stronger ROI
Elusive AI Adoption
6 month engagement
The challenge
A bio manufacturing company was actively developing new AI tools in every division but getting little traction on adoption and no measurable value.
What we did
We helped their AI leadership team get clarity on their messaging, define measurable value metrics, develop a central portal for employees, implement stronger centralized governance, and launch a unique communication campaign to stand out among other initiatives.
Powerful results
The team saw an immediate jump in adoption and focused their attention on their top 5 high-value use cases. Leaders reported feeling more informed and employees indicated they knew where to get the information, training and tools they needed to confidently use AI.
The challenge
A global manufacturing company eroded their customer's trust when a botched ERP upgrade in the past prevented shipping for over 3 weeks. With the stakes even higher and time-pressure to upgrade before their antiquated system was no longer supported, they needed to get it right.
What we did
Our early assessment revealed the primary causes for the prior program’s failure. We helped our client get the right leaders involved and aligned, build internal change capability, and implement a plan with both top-down and bottom-up engagement strategies throughout the complex, multi-year program.
Powerful results
This time the team successfully launched on-time, on-budget and without missing a single shipment.
ERP Redo
20 month engagement
ERP Upgrade Buy-In
4 month engagement
The challenge
A major utility company needed to get executive buy-in for a multi-year ERP upgrade to overhaul their processes and data, reduce tech debt and enable AI.
What we did
We facilitated executive alignment on the vision, guiding principles, business case and crisp program messaging. Then we developed a hands-on immersive experience to present the case to the Board of Directors, engaging them in the details of the plan.
Powerful results
The leaders gained full C-suite and Board approval for the multi-year, multi-million-dollar investment.
CRM Front Office Transformation
15 month engagement
The challenge
A Big-4 consulting firm’s aspiration to create a purposeful, differentiated client experience meant reimagining the way they go-to-market, including integrating Salesforce into their digital landscape. The difficulty was grabbing people's attention in a decentralized organization and among so many competing initiatives.
What we did
We led the change, training, coaching and communications to overhaul the firm’s go-to-market processes and enable Salesforce CRM.A key strategy was a robust communication campaign to build awareness and excitement, immersing employees in the change and spurring action. Once the program launched, gamification sparked friendly, fun competition to achieve utilization targets and an engaging success story program reinforced real use cases and tangible business results.
Powerful results
The launch is often regarded as the most successful technology roll-out in firm history with the highest, fastest adoption rates. According to one senior Partner: "I heard nothing but positive feedback from people. This is the smoothest system implementation we've ever done."
Strategic Workforce Relocation
4 month engagement
The challenge
A large insurance provider needed to reduce costs and more effectively support clients 24/7 by relocating frontline customer service overseas. The initiative was moving slowly, and the CEO gave the leader a hard deadline to deliver on the promised value.
What we did
Our initial analysis revealed confusion across departments and significant dissention on the project team itself. We helped the transformation leader develop a crisp narrative to overcome the confusion, a clear plan to address the barriers on his team and a change management roadmap to keep the initiative on track to hit the deadline, including a pilot to test the solution and adjust before a full launch.
Powerful results
The transformation leader got the clarity he needed to address the issues and regain momentum. With the opportunity to weigh in on the solution, the team’s resistance lowered and they proudly achieved the new targets on time.
Outsourcing Take Two
15 month engagement
The challenge
After a painful failed attempt in the past, the IT leadership team of a nationwide insurance provider was extremely nervous about their imminent shift to a single software testing managed service provider. Careers had ended the last time around and memories of failure were still vivid in people’s minds.
What we did
The analysis of their past attempt revealed a lack of alignment and unclear expectations had built resistance and undermined their efforts. Armed with the data, we knew the leadership team needed to invest the time up front to align with their business peers and key middle managers. With a robust change strategy, clear targets, and decision gates, we guided the leaders and their new partners through the uncertainty, including a simultaneous workforce reduction and vendor onboarding.
Powerful results
Onboarding and knowledge transfer ran smoothly and was completed in the promised 12 weeks. Both the leadership team and the service partner noted it was the best change management they’ve ever experienced. It set the foundation for a healthy, stable relationship and gained accolades from their business peers and the CEO.