Leveraging Change Management to ensure successful CRM implementation

ÖBB launched a project to implement a CRM tool for their B2B customers. The project had already been underway and was approaching the go-live phase.

Since the success of the new CRM relied very heavily on acceptance and correct usage by the relevant teams, Nagarro was tasked with the overall project and its Change Management.

Based on these insights, we took organizational steps to set up the project in an agile manner. These steps comprised incorporating the relevant business perspectives and creating an effective change management strategy.

Key project initiatives:

· Change management workshop: Engaged key managers to prepare them for their role as change advocates and equipped them to communicate essential change messages.

· Team workshops: Explained the "why" behind the change, highlighted the benefits of the new system, and provided space to address team concerns.

· Training sessions: Delivered targeted training at key milestones, both before and after go-live, to ensure a smooth transition.

With Nagarro's structured change management approach and actionable plan, employees’ perspective witnessed a turnaround – from skepticism to enthusiasm about the new system. Positive engagement replaced their initial reluctance and resistance with acceptance and excitement.

Business teams played an active role in shaping the CRM platform, contributing to improvements in both scope and user experience. In fact, buoyed by the resounding success of these initiatives, some more divisions within the client's organization have expressed their keen interest in adopting the new CRM platform.