RISES OCM
Logistics & Transportation
A leading car collection auction event has sold hundreds of thousands of vehicles sold in the last 50 years. Had an inhouse monolithic platform for the last 20 years that served as a CRM. It was no longer scalable or reliable. A new industry recognized CRM was implemented and with it, an OCM strategy to transition 320 sales and care specialist to the new ways of working.
6th attempt at this transformation (previously with no OCM strategy) Sales managers were resistance since there was a lot of “shortcuts” the knew in the old system to save time The CRM capability was integrated as para of a larger monolith which did now allow decoupling of systems, thus did not support 3rd party integrations High dependency on IT to make changes to the platform “on the fly” to accommodate edge case scenarios with customers. This led to a highly tailored and rigid system The OCM strategy proved instrumental in achieving 85% user adoption, a significant milestone given this was the sixth attempt at modernization. By addressing resistance through targeted coalition-building and role clarity documentation, the initiative successfully converted 90% of initially negative or neutral user sentiment to positive. This transformation marked the company’s first-ever successful platform transition, laying the foundation for their multi-year digital transformation roadmap. The structured approach also ensured the remaining 15% of users were scheduled for onboarding by Q1 2025.
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85% adoption after UAT after a 9-month project implementation Remaining 15% set to onboard by the end of first quarter of 2025 With the pulse feedback we saw 90% conversion from negative or neutral sentiment, to positive and supportive This was the first successful platform transition in the history of the company and the first step as part of their multi-year digital transformation