Transforming the Business Model for a Better Customer Experience

Dec 2, 2019 |
mins Read


A Fortune 50 pharmaceutical subsidiary

Our Client was seeking change management support for a strategic reorganization. They wanted to enable collaboration across business units and to improve the effectiveness and efficiency of their customer service capabilities.

To enable a smooth transition from a siloed business model to a more integrated, consultative selling approach, we worked with our Client to establish new ways of working together to provide their customers with a better experience.

What We Did

  • Developed and implemented highly effective change communication, training and process evaluation programs.
  • Collaborated with the Sales and HR VPs to roll out specific phases and assisted with the roll-out of a new compensation plan.
  • Worked with the corporate team to define and establish the appropriate support for the new operating model.
  • Supported process review and integration of customer relationship management (CRM) systems; created process maps and recommended areas for improvement.
  • Implemented a range of delivery methods and broad range of training and learning tools and techniques to support adoption and the people impacts.


  • Enabled our Client’s leaders to transform business practices to provide customers with dedicated relationship-driven representation from their Sales, Clinical Education and Field Technical Service teams.
  • Delivered a change management roadmap, including the process and tools for measuring progress and receiving feedback.
  • Improved internal communication – the critical people impacts – by developing a new pattern for effective communication throughout the organization.
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A Fortune 50 pharmaceutical subsidiary

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