CLIENT

The client is a leading North American environmental services company with annual revenues exceeding $25 billion and more than 60,000 employees. The company provides comprehensive collection, recycling, waste disposal, resource recovery, and environmental services to millions of residential, commercial, industrial, and municipal customers, supported by an extensive network of operations and facilities across North America.

CHALLENGE

The client was undertaking a nationwide transformation of its sales and customer relationship functions, introducing Salesforce across Sales and Customer Support operations throughout the U.S. The initiative was designed to strengthen customer relationships, increase sales, optimize routes, and reduce systems costs while creating more consistent processes and capabilities across the organization. Successfully realizing these benefits required preparing a geographically dispersed workforce for significant changes to technology, business processes, and ways of working.

APPROACH

• Conducted change impact analysis across Sales and Customer Support to identify significant changes to roles, processes, and ways of working and determine where targeted change support was needed.

• Developed an integrated organizational change management, communications, training, and support strategy focused on the highest-impact areas of the transformation.

• Established and managed a network of Change Champions at each deployment location to build local engagement, reinforce key messages, and help lead the change within the business.

• Designed and delivered customized instructor-led training for Sales and Customer Support teams nationwide, preparing users for new processes, tools, and ways of working.

• Developed and executed a rolling 180-day communications and deployment plan aligned with the multi-wave nationwide rollout, supported by ongoing newsletters, a project website, and targeted “What’s In It for Me” sessions.

• Designed and coordinated dedicated go-live teams that provided two weeks of on-site support at each location to facilitate a smooth transition and reinforce adoption during each deployment wave.

RESULTS

• Achieved more than 90% user adoption and satisfaction throughout the nationwide, multi-wave deployment.

• Successfully transitioned Sales and Customer Support teams across the country to the new Salesforce platform and supporting business processes.

• Realized the expected business case value drivers, helping the organization capture the intended benefits of the transformation.

• Earned strong business participation throughout the six-month rolling deployment, supporting a smooth transition across locations.

• Established a highly successful change management approach that became a recommended model for future technology initiatives within the organization.