Background
Our client has become a world leader in unified communication services in the space of ten years. Operating in forty countries across four continents, the business is underpinned by a combination of organic growth and targeted acquisitions. The latest step in the Company’s development involved rationalizing its global organization and standardizing management tools to meet the needs of its multinational customers.
Challenges
Wavestone assisted our client in addressing the three following challenges:
- Organize the change management approach for the project (training, communications, defining new working methods, leading the changeover to the new model)
- Monitor the rollout across forty countries and four continents
- Carry out testing in certain key markets (Malaysia, Japan, France, Spain and Brazil) and apply the lessons learnt to roll-out the project at the global level
Responses & Key Sucess Factors
In addition to the successful changes undertaken, Wavestone’s aim was to integrate user feedback into the transformation process and take into account the business element in trade-offs, while respecting deadlines and objectives:
- Take user feedback into account when defining new versions of the system
- Set up governance allowing for management of trade-offs between demand and deadline-cost requirements
- Digitalize the change process to make it more efficient: using e-learning, web conferences, video conferences, etc.
- Adapt the roll-out strategy to suit the context, depending on the business and the local culture.
