The Solution

• Created a strategic change agent network using informal team leaders 
• Developed a comprehensive change agent training programme using Prosci methodology 
• Established clear roles and responsibilities distinct from operational management 
• Built formal feedback channels between front-line staff and project leadership 
• Integrated change agent responsibilities into job specifications and performance measures 
• Created dedicated Change Agent Lead role to coordinate network activities 
  

CRM Adoption Requirements

Understanding that successful CRM adoption required both broad support and deep engagement, we implemented a strategic change agent network structure. Working alongside Learning and Development, Human Resources, and Internal Communications teams, we created a comprehensive approach. 

The Network Operated Through Two Key Roles: 

Change Agents: Selected informal leaders who:  

• Filtered communication to team peers
• Received feedback from peers
• Reported to Change Agent Lead 

Change Agent Lead: Collated and presented feedback to project and change team structure 

To ensure sustainability, we: 

• Delivered change agent training using Prosci methodology
• Created clear differentiation between change agent and supervisor roles
• Updated job specifications and performance measures
• Established formal feedback channels 

The Results

Enhanced Project Delivery 

• Achieved all project objectives
• Successfully implemented new CRM system
• Established effective feedback channels
• Ensured staff voices were heard at senior levels

Sustainable Benefits 

• Built change management competency
• Identified future leadership talent
• Created foundation for future changes

Employee Impact 

• Increased staff involvement
• Demonstrated value of employee feedback
• Issues reached and addressed by senior project levels