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Automotive B2B Transformation
Implementing training programs for effective Microsoft 365 adoption with change management strategies
Category
User Personas Journey Maps Stakeholder Workshops Change Management Plan UI Prototyping
Client
Date
Project Summary
As part of the Consulting Services, the solution offers tailored Change management onboarding training programs and Agile training on Microsoft Dynamics 365 integration for a seamless and efficient customer experience.
Aligning customer journey phases (the People Side) with Microsoft Dynamics 365 (the IT Side) ensured a smooth transition between different stages of the customer journey (pre-trade-in, trade-in, purchase, post-purchase).
Research
Change Readiness and Product Discovery Workshops
During the beginning of the project, as part of the consulting team, I supported our client in the onboarding process.
Product Requirements Workshop
The workshops aimed to provide in-depth insights into the customer journey in the automobile industry. It involved stakeholders, industry experts, and customer representatives to identify key touchpoints, pain points, and opportunities for enhancing the overall customer experience. The outcomes were aligned with a change management plan to ensure smooth implementation and adoption of improvements.
Four key personas emerged as a result of the Discovery Workshops
The Truck Store Manager
The Sales Person
The Technician
The Customer
As part of the customer Pilot Rollout and transformation plan, a change readiness assessment and stakeholder requirements workshop helped define opportunities for change initiative.
Stakeholders impacted by the Change
Executive Leadership Team
Middle Management
IT Department
HR Department
Sales and Marketing Team
Prototyping
Aligning customer journey phases (the People Side) with the change management plan and Microsoft Dynamics 365 (the IT Side) ensured smooth transitions between different stages of the customer journey (pre-trade-in, trade-in, purchase, post-purchase).
Identifying key touchpoints of users affected by change adoption
Pre Trade-In Journey Map
Trade-In Journey Map
The touch points along the customer journey helped identify the key users
Define opportunities for the change initiative
Ensure a smooth transition and adoption of new processes and systems
Adopting the ADKAR Change model
Leadership and Coaching Plan
Training Programs Microsoft Dynamics 365 Integration
Booking and Delivery Process Prototyping Scenarios for 365
Pre Trade-In Booking and Delivery Process
Trade-In Vehicles Process
New Vehicle Trade-In
Activities overview
Customer Journey Alignment and the Change Management Plan
As part of the Change Management consulting team, we were able to enhance the ability to successfully implement the change and ensure a smoother transition in achieving our customers' strategic goals.
The outcomes were increased employee engagement, improved proficiency with Microsoft 365, successful adoption of agile practices, and a culture of continuous improvement. Implementation over a defined timeline with milestones and regular progress reviews.
Project Outcomes
User-Centric Approach for Microsoft 365 Migration
Customer Journey Alignment and the Change Management Plan
As part of the Change Management consulting team, we were able to enhance the ability to successfully implement the change and ensure a smoother transition in achieving our customers' strategic goals.
The outcomes were increased employee engagement, improved proficiency with Microsoft 365, successful adoption of agile practices, and a culture of continuous improvement. Implementation over a defined timeline with milestones and regular progress reviews.
