Case Studies
We believe in results and proof-based services. Our solutions to business situations and challenges are outcome oriented and our case studies stand in testimony to our expertise and experience.
Business Situation
A large hospital and regional health care provider with 6,000 employees was moving from outdated systems to a new enterprise information system (SAP) to manage Supply Chain, Finance, Master Data, and Reporting functions. The overarching program goals were to optimize and reduce administrative services and operating costs, improve access to services and reinvest in direct patient care. Specific objectives were to standardize and integrate processes, measure key business performance indicators and automate controls.
Prompta’s Solution
We led a 15-month end-to-end advisory, strategic, and tactical change management support solution conducting leadership alignment sessions, held all-employee town hall update sessions, facilitated 18 process workshops documenting current and future state processes and completing gap analysis and impact assessments. Also, we conducted over 70 in-class role-based instructor-led training and new ways of work educational sessions for both unionized and non-unionized employees. Other support elements included customized interactive web based basic navigation courses and creation of an extended change network of over 100 employees while our program dashboard measured and reported on readiness metrics.
Business Outcomes
The program was launched successfully with a workforce that was well prepared and ready to adopt the changes, including understanding of new roles, responsibilities, handoffs and support available through transition. The rollout approach was phased with monthly launches, which allowed for agile hands-on support, reinforcement and measurement of proficiency. All performance metrics were achieved during a two-month post go-live adoption period before a planned next phase of the program launched the following year.
Business Situation
A Regional Public Health & Research Institute, with over 4000 unionized and non-unionized staff members needed to update their HR, Payroll and Benefits, policies, procedures and informational systems. A project was implemented that eventually went live and did not go well from a business readiness, acceptance or business reliability perspective.
Some employee information including salaries, tenure, benefits and vacation was incorrect or missing. Also, people managers were not prepared to follow the new ways of working, systems functionality or address employee concerns. Many employees did not know how to use the system or interpret its information. Most did not trust the payroll statement accuracy.
Prompta was brought in as outside change management experts to repair the damage and successfully transition the organization to the new systems and ways of working.
Prompta’s Solution
We onboarded and created a change management team, composed of two dedicated change management resources, documentation and training developer, communications support, internal HR subject matter experts and super users. Our change management efforts focused on rebuilding trust including honest difficult conversations and an employee-facing action plan. The five key areas of support were stakeholder and employee engagement, effective communications, documentation and training and vendor management.
Prompta provided foundational support, guidance and tools for project recovery which included addressing and resolving issues and tackling resistance to change. Also, we provided assistance on prioritizing and managing issues, liaise with various departments to get implementation tickets addressed, communicated and closed. Other activities included process mapping, development of training and change management strategies for stakeholders across the organization, process changes, updated ways of working and understanding of key systems capabilities.
Business Outcomes
The recovery engagement was successful. The workforce was regularly engaged, educated, supported, concerns and feedback were addressed, system issues were resolved. Employees at all levels were involved in the solution and the workforce began to embrace and ultimately utilize the new solution. Targets were set and within six months achieved in the areas of accuracy of data, utilization, proficiency, training attendance, open issues and tickets and overall workforce engagement.
Business Situation
A global Fortune 500 company was looking to transform the way their national business operations used big data/data analytics to drive growth. It needed a comprehensive plan to make informed decisions and enable actions to drive productivity gains at every level of the hierarchy. Leadership also wanted support to drive efficiency through continuous improvement and standardized ways of working.
Prompta’s Solution
We utilized Design Thinking and Agile Methodologies to develop role-specific personas based on user research, stakeholder interviews and observations. We captured current ways of working, key behaviours, pain points, and motivations to ensure a strong and realistic image of stakeholder groups for change analysis, planning and execution. Business Super Users were identified, on-boarded, empowered and actively supported to represent their teams, to build awareness, validate usability, to provide insights and feedback and ultimately champion change for their respective teams.
Business Outcomes
The company adopted, implemented and operationalized a realistic and concrete plan, driven by the business, focused on usability, capabilities, ways of working and the impact on culture. Ongoing engagement and support with leadership, key stakeholders, ‘super users,’ subject matter experts (SME’s) and end users provided the pathway for sustainable user adoption and benefits realization through launch and beyond.
Business Situation
An international Fortune 500 Financial Services company needed to address and manage risks related to access identity and controls, ensure compliance, reduce cost, simplify related processes, implement associated tools and technology for identity and access management across the enterprise.
Prompta’s Solution
Prompta developed and implemented a change management strategy which enabled strong executive sponsorship with active Prompta coaching and support. Prompta team members built trust by providing honest & accurate status updates, having hard conversations when needed, following a “no surprises” engagement model. We facilitated ongoing stakeholder engagement through the business area change champion network and we were the liaison between the program team and business. We launched an effective branding, marketing, and communications program, and we also developed and deployed LOB-specific customized delivery approaches (“one size does not fit all”).
Business Outcomes
Prompta’s implementation was extremely well-received by stakeholders, overall program business objectives were exceeded, and identity and access management risks were reduced. Our change management, stakeholder engagement and training approaches were recognized within the enterprise up to the Board as a “best practice” for successful organizational change management.
Business Situation
An international Financial Services and Banking organization was looking to transform their ways of working from one where their workforce (employees and contractors) were tied to their internally provided desktops or laptops to one which allowed their workforce to work flexibly from any place, at any time on any device (including tablets and smartphones) securely.
Prompta’s Solution
We led the Organizational Change Management (OCM) effort which included OCM program leadership support, as well as advisory, strategic and tactical change and stakeholder engagement support. We launched the OCM program awareness and marketing with videos, an internal website, focus groups, town hall sessions, webinars, onboarding and training sessions, and communication sessions. We developed both communications and training materials for orientation sessions, e-learning, virtual classroom, and instructor-led training providing knowledge transfer to internal support resources to enable an effective and efficient transition.
Business Outcomes
Prompta’s OCM leadership support was recognized as a key enabler to the successful transitioning of the workforce and supporting this employee enablement change within the various business units across the globe. The Prompta OCM team
Business Situation
An award-winning North American marketing agency with offices in Canada and the US wanted to develop a comprehensive Diversity, Equity, and Inclusion (DEI) framework to guide how the organization and its employees conduct business. They were interested to gather feedback from their 150-200 employees on the current DEI practices and initiatives to identify and address existing gaps or blindspots. They were keen to engage all employees in their DEI journey through participation in initiative task teams and ongoing feedback.
Prompta’s Solution
Prompta partnered with Breakfast Culture to create a customized all-employee engagement survey which was aligned with the Global Diversity, Equity, and Inclusion Benchmarks (GDEIB) to assess program maturity and identify priority areas of development. The survey was powered by Prompta AI that employs natural language processing (NLP) to identify sentiment themes by area and cohort. The survey was designed to narrow down keywords and phrases to know what the employees are feeling and thinking. Thirty-nine themes were identified which included themes like DEI vision, leadership sponsorship, communication and HR practices. The verbatim employee compliments provided context for the survey insights and Prompta then conducted a leadership team review to build awareness and understanding of the findings. The leadership team ultimately identified four priority areas to address over the next year.
Business Outcomes
Prompta AI proved to be an effective tool to gather interesting and accurate data and insights. This resulted in the formation of four leader-sponsored task teams with employee volunteers. These teams built action plans to build DEI practices for their priority areas.
There are ongoing all-colleague feedback opportunities that are providing feedback on progress made and the leadership team regularly reviews their new DEI framework, testing it for practical application and execution excellence.
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