National Technology Implementation

Client Business Need:

Our client, an international financial service company, was undergoing a transformation in one of their business units to improve data and technology with an end goal of improving customer service. The project included an SAP upgrade/installation including Project Portfolio Management (PPM), Core Finance (ECC), and Sourcing modules, as well as a custom interface for the PPM. 

The Situation:

The existing SAP investment was extended with upgrades and new modules, as well as a custom user interface to create a dashboard experience for Project Managers.   

This $10M+ project impacted more than 1,000 geographically dispersed users across 40+ locations in the US. 

The initiative was multi-year and earlier & smaller releases had not vetted the anticipated results that had been widely communicated.  This led impacted employees to lack trust in the solution and have an overall negative impression of the articulated benefits.  The initiative had lost momentum and employee’s interest in the new solution was waning.

71 & Change Solution(s)

Expertise: Our seasoned Change Management team designed and executed a comprehensive Readiness and Adoption program that understood and engaged end-users and ensured business results.

Creativity: Our team employed gamification techniques to dramatically increase awareness and engagement. The initiative game supported change management activities with the inclusion of game points, a public leaderboard, video messages, a selfie contest and more.

Training: Created, managed and delivered needs-based training in person and virtually (with a whopping 135 sessions) to 600+ trainees in a 3-week window. Trainees mastered between 2-20 hours of content based on their role.


  • Users were well prepared for go live: 82% responded to surveys that they were ready to use the new tools and processes.
  • Employee engagement was re-energized through the Initiative game which was demonstrated by the tremendous response to activities where points were earned. Over 25% of the impacted employees participated in the ‘opt in’ game selfie campaign and more importantly attendance at all readiness and training activities were all well above normal rates.
  • A Change Adoption team was initiated by recruiting and training 56 business representatives to support their teams during and post Go-Live.
  • The entire change management effort was supported by a virtual CM team, primarily located in Seattle, WA. The team would travel to business locations for kickoff meetings, business requirement sessions, user acceptance training and, of course, readiness activities, saving the client significantly on overall travel costs.