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​Defining a change management strategy

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Client summary:

• A venture funded fitness brand that offers a proprietary workout method accompanied by physical equipment and digital training content.

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Situation:

• Our client was in the midst of a digital transformation impacting every consumer facing digital channel. As the product team rolled out a new technology stack, appropriate diligence was required on the resulting change and training impacts on the supporting business processes from a people, process, and technology aspect.

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Complication:

• Every digital transformation comes with a level of change the business needs to absorb.  Our client wanted to mitigate impacts to critical business processes such as customer service, inventory forecasting, and financial reporting for physical & digital tax liabilities as part of month-end close.

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Aberdeen engagement:

• Aberdeen was responsible for conducting a change impact assessment to prepare the business for the day-to-day operations post go-live, including the development of a change, training, and communications plan.  

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Outcome:

• As part of the engagement, Aberdeen was able to:

  • Upskill the business team through training collateral (work instructions / business process procedures) and virtual training sessions that assisted with the transition the new solution, mitigating business impact and loss to revenue

  • Support the development of a communications strategy and the drafting of both internal / external communications to inform stakeholders of critical changes.  This resulted in minimal downtime for the end consumer, leading to minimal subscriber churn.

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