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Custom Training | Operations Excellence

Change management and training boost user adoption at global property management company

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The stakes were high.  

 A property management company with 200 offices across 75 countries had invested a fortune in new software to standardize their client experience.  Unfortunately, adoption across all constituents was at a mere 10%.  Executives had tied leadership bonuses to user adoption across industries and geographies.  Time was running out.

The client called us to resolve their “training issues,” but we quickly determined a different root cause of the problem.  In a well-intentioned effort to provide a system that met everyone’s needs, the client had weighted all requirements equally during software customization.  The result?  A complicated system with slow response time that didn’t meet users’ needs in a fast-paced, high customer service, high-touch,  environment. 

Our client agreed that the most effective way to get their 52,000 employees on the same page was to enlist Clerestory’s help.  We can deliver technology adoption on a global scale.  We know how to collaborate with leaders and teams to encourage people to support and embrace change, identify the costly kinks that interfere with efficient processes, and develop and deliver solutions that are easily understood and straightforward to implement.  

Designating the North American offices to act as early adopters of the software allowed us to evaluate the integrated processes from an industry perspective.  We worked to identify and remove burdensome screens, steps, and menus built into the project management software and surrounding business processes.  Of course, transformation can never be truly successful in a vacuum, so Clerestory equally focused on:

  • Collaborating with management to establish the buy-in and commitment necessary for success
  • Engaging leaders at the regional level to clarify policy decisions and decision-making rights across geographies
  • Designing repeatable and scalable processes that would allow the client to own the transformation
  • Creating a training curriculum that enabled our client to train all North American users in six months
  • Developing a train-the-trainer program to deploy across the EU and Asia

We don’t just learn about our clients and dictate solutions, though. Our methods ensure that our clients understand why specific changes make sense and how each solution impacts their organization.  Our effective approach allows us to EMBED℠ change management methods that provide immediate, and lasting, results for our clients, just like we did for this global property management firm.

Together we increased global user adoption to 90%, and standardized the client experience across geographies.  Our client was able to provide the level of customer satisfaction that inspired their original investment.  Ultimately, we improved our client’s business operations by helping them achieve their technology adoption goals.  Doing so within a change management context enabled us to develop tools that would allow our client to build internal change management muscle and to be more adaptive and resilient in the future.

%

user adoption achieved

“‘It’s been incredibly valuable to work with Clerestory.  You are true leaders, organizers, diplomats, thinkers, and communicators.  You were an asset to the team.”

Executive Vice President

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Sachin Master

Supply Chain Leader, Operations Expert, Program Manager

Sachin is a Senior Vice President at Clerestory Consulting with over 20 years of leadership experience in both industry and consulting.  Sachin serves as a trusted advisor to his executive-level clients and helps them deliver on strategic, operational, and technology transformations.  He leads blended client/consultant teams to provide a big-picture perspective and foster a collaborative partnership between stakeholders.  Prior to joining Clerestory, Sachin earned an MBA, deployed enterprise-wide solutions, and implemented customer-centric strategies.  Sachin has experience in manufacturing, logistics, insurance, healthcare, professional services, and high-tech (hardware and software) industries.  Sachin is known for his holistic approach to problem-solving and his direct communication style.

Maura Halbach

Inspirational Coach, Problem-Solver, Change-Maker

Maura is a Senior Vice President at Clerestory.  Since the firm began two decades ago, Maura has been a cultural standard-bearer and developer of consultants.  Maura has led transformative client engagements in the manufacturing, financial services, property management, and healthcare industries.  Maura has contributed to Clerestory’s change methodology EMBEDSM and helps clients develop a greater capacity for change.  She consistently drives sustainable results in operations excellence, organization design, and technology implementation.  Clients value Maura’s ability to unite an organizations’ employees around a shared vision to develop internal change agents.  She is highly effective at creating enthusiastic participation and meaningful collaboration.

Michelle Kerr

Trusted Advisor, Organization Designer, Change Leader

Michelle is a Co-founder and Principal of Clerestory.  She became a consultant after working in industry and completing an advanced degree in Organization Design.  Over the last 25 years, she has earned a reputation as an authority in the fields of organization design, executive project management, and HR process design.  Michelle has led numerous efforts for global companies aligning corporate strategy with investments in technology and human capital.  She has continuously improved Clerestory’s change methodology EMBEDSM and applies it to help clients with large scale transformation.  Her clients trust her to quickly adapt to fast-changing project needs.  Michelle generates tremendous client value and inspires innovation.

John Wick

Client Advisor, Fact-finder, CFO, CPA

John is a Co-founder and Principal of Clerestory.  He is a CPA by training and has over 30 years of experience leading consulting engagements in the insurance, financial services, pharmaceutical, and distribution industries.  A skilled Program Manager, John is sought after for his expertise in implementing process and technology solutions with a focus on the top line.  His clients appreciate his ownership of P&L and his deep understanding of financial processes, including financial/information technology audit concepts.  Clients view John as a thoughtful listener and an inquisitive and thorough problem solver.

Linda Toops

Leader, Mentor, Business Builder

Linda is the founder and Managing Principal of Clerestory and has more than 35 years of consulting experience.  Throughout her career, she has applied her expertise by developing high-performing teams, delivering business value, and leading companies from vision through execution.  Her bias for clear communication and processes that put people first have become values that Clerestory consultants bring to every client project.  In her role as Managing Principal, Linda is responsible for the firm’s strategy for client and staff growth.

Clerestory's Change Management Principles
  1. A clear vision and the right sponsorship enables change.
  2. Reasons for change should be fact-based and clear.
  3. People support what they create.
  4. People need to change the way they work.
  5. Deliberate communication makes change sustainable.