Case Study 4: Large Diversified Financials Company

Challenge

Originally planning to implement a Customer Relationship Management (CRM) system, the Private Client Services Group of a diversified financials company made a decision to re-engineer the business processes related to the entire client engagement workflow. With this decision coming after the Expressworks - Vangent team had already engaged with the client on the CRM implementation, a poised and responsive solution was needed. Expressworks and Vangent stepped up to provide a revised solution amid new business challenges to help prepare the target audience to operate in the new model.

Solution

The multi-pronged solution contained:

• Content, technical, and learner analysis along with a training plan
• Phased path for change management that addresses the behavioral impact of the new operating model
• Welcome Package to build enthusiasm, convey key benefits, and present the training plan
• Blended learning curriculum including e-learning, virtual instructor-led training, and assessments
• Online Reference Bank, incorporating a variety of online tools including FAQs, printable job aids, and business process documentation

Results

• Helped to establish a more defined and clear direction regarding the new, wider scale changes
• Improved communication and engagement, which was important considering the magnitude of the changes
• Prepared users not only in how to use the new CRM system, but how to implement the new business processes
• Gave the client a cohesive implementation plan and provided much needed clarity on the future state model