RISES OCM
Logistics & Transportation
A logistics and shipping company with operations in Ireland and Scotland sought to transition its customer service system for over 2,000 call center agents. The legacy system, while functional, struggled to keep up with modern customer expectations and was not scalable for the company’s ambitious growth plans. The goal was to implement a new Enterprise Service Management (ESM) solution that would streamline operations, improve customer interactions, and empower agents with better tools. The project was led by the UK-based team, with our Organizational Change Management (OCM) team tasked with designing and implementing the change strategy to ensure a smooth transition for agents and executives.
Ireland and Scotland call centers had independently developed unique workflows over the years. Documenting and standardizing these processes was a significant challenge Over 2,000 call center agents across two countries were directly impacted, with varying levels of system proficiency and resistance to change While there was executive support for the project, clear and frequent communication to agents was lacking, creating a disconnect between leadership and frontline workers Agents were skeptical of the new system due to negative experiences with previous changes, fearing increased workloads and loss of efficiency The OCM approach generated measurable operational improvements, including a 15% reduction in average call handling time through standardized workflows. A comprehensive multi-channel communication strategy bridged the gap between leadership and frontline staff, resulting in 90% of agents acknowledging strong executive support. Post-launch sentiment analysis revealed a 70% reduction in negative feedback, with 85% of agents reporting confidence in the new system - a testament to the effectiveness of the local manager partnerships and role-specific training programs.
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Standardized workflows reduced the average call handling time by 15%, enabling agents to assist more customers in less time Regular updates and visible executive sponsorship fostered a culture of collaboration, with over 90% of agents agreeing that leadership supported them throughout the transition Post-launch surveys showed a 70% reduction in negative sentiment, with 85% of agents reporting they felt “confident” or “very confident” using the new system