Goal

What the client needed to achieve

As part of a large-scale international merger, a Fortune 500 company wanted to ensure employees could stay focused on business-critical work instead of being slowed down by technical issues.

The company had selected several self-service support tools to automate small but time-consuming tasks like password resets, but was facing delays and low adoption. Sendero was engaged to expedite deployment and drive user engagement so employees could quickly benefit from the new tools.

Results

Accelerating tool adoption, reducing support requests, and increasing employee productivity across the organization

85%

reduction in help desk ticket volume for supported functions

Delivery

How Sendero delivered

Sendero’s team applied organizational change management and user experience principles to accelerate deployment and encourage widespread adoption.

Highlights:

Conducted focus groups to observe user experiences and gather real-time feedback
Identified friction points and integrated insights into updated training and communication materials
Developed and launched an internal awareness campaign using multiple channels, including posters, flyers, intranet, and digital messaging
Created hands-on training and education resources to ensure employees felt confident using the new tools
Partnered with IT and business leaders to accelerate deployment timelines and maximize early adoption

Practice

Empowering users to focus on what matters

Through Sendero’s leadership and collaboration, the company successfully implemented and adopted new self-service tools that reduced technical interruptions and improved efficiency. These enhancements freed employees to focus on high-value work and supported a smoother post-merger transition across the global workforce.

Key Contacts