The Challenge

Facing a large merger of international scale, a Fortune 500 company wanted to ensure they had the best possible technology support in place to accommodate a large and stressful transition. One key concern: Employees might become distracted by minor technical issues, rather than focusing on the work necessary to unsure a successful, seamless, non-disruptive merger. The client selected several self-service end user support tools, but encountered substantial issues with schedules and adoption levels. They called in Sendero to provide the additional execution support they needed.

The success of any enhanced tools and technology depends totally on how many people access and use them. Sendero expedited the deployment of tools that were in development, allowing as many employees as possible to benefit right away. While most of these tools performed small functions such as routine password updates, they held the cumulative promise of freeing up as much as 30 minutes a day for thousands of employees across the company’s global workforce.

Soon after launching the new internal solutions, the client saw an 85% drop in ticket volume related to the functions supported by the tools. This freed up a substantial amount of time for employees and removed a substantial burden from the tech support team.

Our Approach

Driving Improvement By Boosting Adoption

To shape our OCM solution and ensure the adoption of new tools, we immediately gathered feedback from end users through a series of focus group sessions. By watching the solutions in use, we identified points of excitement, hesitation, and even frustration. User reactions not only provided valuable insights needed to improve the tools, but also revealed areas of friction or resistance that to be incorporated into the client’s training program.

From there, we set out to improve adoption levels by focusing on both awareness and education. This was accomplished by an internal communications campaign that used posters, flyers, internet, digital announcements, and training to create frequent and diverse touchpoints. As a result, employees quickly became aware of the benefit of tools, and also felt fully equipped to use them.

As they became aware of the new tools, employees soon recognized they could make routine tasks such as password updates easier, faster and less frustrating.

When a company has tens of thousands of employees, saving each person an hour a week can make a major impact. The benefits created by this engagement were welcomed by employees and stakeholders alike.

Amy Goad, Managing Director

Our Results

At This Scale, Small Improvements Create Substantial Savings

Working against aggressive timelines, Sendero was able to hasten the launch of the new tools, which were met with wide acceptance by the client’s employees. Direct benefits included:

  • An 85% drop in ticket volume related to the functions supported by the new tools.
  • Reduction in the time employees spend on minor administrative tasks such as password updates.
  • Improved resolution of tech issues, due to the fact that support teams were able to devote less time to routine maintenance, and more time to specific employee requests.
  • Enhanced system security and compliance, stemming from the automation of routine system functions.

More Case Studies

Organizational Change Management & Roadmap for a 3,500+ Restaurant Chain

A national fast-food restaurant chain with over 3,500 restaurants, serving over 3 million customers a day, started a pilot program to enhance the customer experience.

Merger And Acquisition Project Management for an International Oil & Gas Company

A Fortune 500 petroleum refiner and distributer needed assistance prior to its planned acquisition of a leading producer of base oils in a foreign country.

A Manufacturer Builds A Solid Foundation For Growth

A mattress manufacturing company had concerns related to their existing network infrastructure and the ability to scale for growth. Sendero was engaged to create a scalable roadmap to support their future expansion.

Business Process Management Implementation for TRI-KES

TRI-KES, a national distributor of interior surfaces and finishes known for commitment to customer value creation and strong corporate culture, was operating at near-capacity.

Related Practice Areas

Organizational Change Management
Organizational Change Management
Project Management Office
Project Management Office

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