Successful Introduction of a New Global eCRM Platform Through a Holistic Training Program

Having rolled out a new eCRM tool (Salesforce) to local marketing teams, a multi-national FMCG company faced the problem of user acceptance and standardization:

How would they ensure that each of their 19 local teams would fully adopt this new tool and maintain best practice within global guidelines?

Our solution was to provide a comprehensive global training program which ensured effective, standardized user enablement across each local marketing team.

Key Results:

  • 105 team members across 19 markets successfully trained in using the new eCRM tool
  • 52 live training sessions delivered on 7 Salesforce modules
  • Comprehensive user guide and video tutorials produced to facilitate self-learning
  • Trainee satisfaction rate of 4.7/5

Change Management through Practical Training – How We Did It:


Our Engagement team synced with the central global team to conduct a thorough needs assessment in the context of the rollout of the new eCRM tool; understanding the global vision, business goals, local user personas and other critical factors.

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Based on the information gathered in the preparation phase, our experts set about producing all training materials before delivering them directly to each market.

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Having collected feedback and analyzed success metrics throughout the training process, our team fed outcome reports back to the global team while also identifying opportunities for process enhancements among local teams.

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Talk To Us

ctrl QS facilitates fast and effective change management within multi-national organizations.

Talk to Charlotte today if you need to train or upskill your global teams.

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