Newhouse Project Consulting

How NPC Helped One of The Most-Listened to Public Radio Stations Drive CRM Adoption and ROI

The Challenge

Drive adoption, increase utilization, proficiency, and sustainability of the new Constituent Record Management database (CRM).

How We Helped

  • Collaborated with sponsors, project managers, and key stakeholders to define the change, review lessons learned, and identify risk.
  • Created an OCM strategy to level set expectations for the change management plan.
  • Developed and executed the change management plan which consist of a communication plan, training plan, readiness assessment, and measurements and benefit realization.
  • Partnered with the transition partner to capture future state processes.
  • Facilitated a training summit to identify training demand, and process gaps.
  • Utilized a super user training methodology to establish a training support network and enable the business to own the future system and sustain success after go-live.
  • Coordinated with the transition partner to execute the training.
  • Coached super users and subject matter experts through end user training preparation and training office hours.
  • Developed, executed, and analyzed change readiness surveys at key points throughout the transition process.
  • Built a virtual go-live/hypercare support process and partnered with key project team members to drive execution.
  • Created a post transition survey to capture lessons learned.
  • Devised an OCM blueprint with best practices for future change initiatives.

The Results

 Our OCM effort resulted in a successful adoption of the CRM database for both union and non-union employees.  Employee engagement, communication, and training efforts ensured stakeholders were aware and prepared for the change. Readiness assessments, surveys, and leadership coaching identified areas of resistance and presented opportunities for immediate remediation.  Go-live and hypercare support processes ensured immediate remediation and documentation of database issues.