Employee Communication Strategy illustration

New Purchasing Platform & Process Changes

New Purchasing Platform & Process Changes

Buying goods, equipment and services is an integral part of how any company delivers on its mission for customers. 

Our global client was replacing multiple legacy systems with a single, cloud-based procurement platform. And, at the same time, introducing new buying options, changes to the procurement business process, financial approval guidelines and support options. Working as part of a global deployment team, Weland Communications led adoption for the U.S. to more than 30,000 team members across more than 15 sites. The client used a phased approach, conducting a small product verification, a larger pilot split into two phases, and four go live waves. 

We started with a robust adoption strategy for the U.S. that included a detailed change impact assessment, communication strategy and training strategy. Through executing the strategy, Weland Communications created: 

  • A visual campaign to distinctively branded project communications and draw attention to messaging; Assets included wordmarks, taglines, slide template, banners, infographics, image and icon library and more.

  • An engagement community of more than 100 procurement, finance and shared services team members who not only shared critical knowledge about the stakeholder groups they served, but also were key communicators, delivering information about the project and sharing feedback / questions to address. The community met weekly for two years in support of the project.

  • Communication campaigns for each phase of the project to inform and instruct target audiences, with more than 250 specific deliverables (email, video, presentations, print / digital assets, and more).

  • Virtual classroom training materials our training team used to deliver information to thousands of internal (employees and external partners) and external (suppliers) platform users.

  • A multi-module eLearning course to address learners who prefer self-directed options and those newly hired to the company.

  • A new website that helped team members understand not only how to use the new platform, but how to navigate the company’s procurement policies and processes, as well as how to find help when needed.

  • A library of more than 50 quick help guides to support platform users in completing required tasks.

  • A Hypercare Support Chat Room that allowed the engagement community and support team leads to get fast answers to questions, locate relevant resources and escalate issues from stakeholder groups.

  • A “drip” email campaign that followed deployment communications that would continue to engage platform users with information about platform functionality, tips to enhance user experience, how to select buying options, and referred recipients to the website for information and support contacts.

After the successful deployment of the new platform in the U.S., our client again asked for our help to create an engagement strategy for post deployment that would continue to drive adoption of the new platform, increase customer satisfaction, improve compliance with procurement policy and process,  and reduce support tickets.

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