Change Management and Employee Training for the Rollout of a New Customer Service System​

For a utilities company in KSA, the project involved supporting the implementation of a newly developed customer service system across all branches, ensuring its successful adoption through comprehensive change management and employee training. The objective is to train over 1,000 employees across all regions and establish governance and support mechanisms for the system’s sustained use.​

The Work:​

• Conducted an analysis of the current situation across branches to develop a comprehensive training and deployment plan.​
• Designed and delivered training programs for over 1,000 users across all regions of the Kingdom within a 9-month period.​
• Established a change management framework, including defined roles, responsibilities, and governance mechanisms.​
• Developed training materials and communication strategies to announce system changes through various channels.​
• Identified and implemented communication channels and support mechanisms to facilitate both the deployment and post-launch phases.​
• Provided on-site support and training, ensuring that users were well-equipped to utilize the new system effectively.​
• Created a governance model for ongoing support and oversight after system deployment.​

The Result

‍​The project is enabling a smooth transition to the new customer service system, ensuring its adoption across all branches with minimal disruption. The training and change management framework are designed to empower employees, improve customer interactions, and enhance overall organizational efficiency, paving the way for long-term success

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