Client Overview
Tosca is a global leader in reusable packaging and supply chain solutions, offering products like reusable plastic containers and pallets. The company is committed to reducing environmental impact and enhancing efficiency by eliminating waste across the supply chain. Serving diverse industries, Tosca helps customers transition from single-use packaging to sustainable, reusable alternatives, supporting their sustainability and operational goals.
Project Overview
As Tosca extended its operations in EMEA, it faced the challenge of harmonizing business processes and systems across various countries. This expansion necessitated a cohesive approach to unify the company's CRM solution and business processes.
Challenge
The implementation of the new CRM system by Digital Hive faced several key challenges, each requiring tailored strategies for resolution.
Diverse User Preferences presented a significant challenge, as each country within Tosca's EMEA operations had developed unique systems and established business processes. Adapting users accustomed to these specific workflows was addressed by Digital Hive through a flexible implementation strategy. This approach accommodated various work styles, ensuring that the CRM system met the specific needs of different regions while maintaining overall consistency.
Resistance to Change is often a challenge in global CRM implementations, particularly from long-standing users hesitant to modify their established processes. Convincing stakeholders of the new system's benefits during its early stages was crucial. Digital Hive tackled this by emphasizing a clear future vision and effectively communicating the advantages, thereby fostering a more positive outlook on the transition.
Increasing User Adoption also became a crucial focus point. Post-implementation, many users had difficulties navigating the new system, and new team members required additional training. Digital Hive addressed this by investing in comprehensive training programs and implementing a "train the trainer" approach. This strategy, along with extensive workshops, enabled key users to assist their peers, supporting a seamless onboarding process and enhancing user confidence across the organization.
Solution
To address these challenges, we structured our approach with the following components:
Key User Structure: Identifying and training key users in each region to act as local champions of the new system.
Train the Trainer Approach: Empowering selected individuals to train their colleagues, ensuring widespread knowledge dissemination.
Workshops with Countries: Conducting workshops tailored to each country’s specific needs and business processes.
Proper Release and Project Management: Launching the system in phases with clear project management guidelines to ensure smooth implementation.
Data Quality Team: Establishing a team dedicated to maintaining high data quality across the new CRM system.
Tosca's commitment to unifying EMEA operations goes beyond just implementing a CRM system – it's about empowering teams to work cohesively, leveraging a common framework. Our approach addresses the human aspect of a CRM implementation, understanding that change can be challenging. By showing adaptability, highlighting the benefits, and providing the necessary support, we've moved away from resistance into collaboration, ensuring a future where every user, regardless of their background, thrives with the Microsoft Dynamics CRM solution.
The project successfully unified Tosca’s CRM and sales processes across the EMEA region. Our structured approach not only facilitated a smooth transition but also enhanced collaboration and efficiency. By addressing the human aspect of change, we helped Tosca create a cohesive and supportive environment, enabling all users to thrive within the new system.
Conclusion
Digital Hive's partnership with Tosca in implementing Microsoft Dynamics CRM underscores our commitment to a tailored consulting approach that consider the unique needs of each client. We go beyond technology integration, focusing on change management and user support to ensure long-term success while leveraging system and industry best practices.
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