How BR One helped a UK high-street retailer successfully adopt a new ERP solution
This case study shows how we helped our UK high-street retailer client transition to a more integrated way of working, significantly reducing manual processes
The problems the client was facing
Our client, a UK high-street retailer with its extensive network of stores, eCommerce fulfilment, back-office functions and warehouse operations, faced significant user-adoption and operational challenges with its new ERP solution. Specifically, they needed help with the following:
- Improving user adoption of the new technology
- Assessing knowledge gaps within various teams and providing answers for how to address them
- Tailored training tools and appropriate assessments
This case study shows how we helped our UK high-street retailer client transition to a more integrated way of working, significantly reducing manual processes
How we helped
Taking a training lead, we became an extension of the client’s Change Management team and recognised gaps in user adoption across the company.
We identified key personas and their roles in the company before grouping teams based on their business areas. This allowed us to analyse individual training needs and tailor our curriculum accordingly. Our team developed comprehensive training materials, including videos, guides and instructor-led slides, designed to engage users whilst educating them on how to utilise the systems and processes.
We deployed a train-the-trainer approach, by also training the Change Management team on how best to deliver the training. Finally, we conducted feedback sessions to ensure the training was successful and addressed any remaining knowledge gaps.
Conclusion
The client successfully transitioned to a more integrated way of working, significantly reducing manual processes. They experienced increased operational efficiency and more accurate stock-taking. As employees understood the capabilities of the system better, there were fewer IT tickets. Additionally, employees were more confident in their roles, leading to better customer service.
“We consider BR One to be a professional and natural extension of our internal team. They are very knowledgeable in both Training and Change methodologies. We benefit from their retail experience and D35 expertise as they deliver high-quality training materials quickly and accurately. It is a pleasure to work with BR One because they communicate well with us, provide regular updates, and are flexible in their approach.”
LOUISE OWENS, BUSINESS CHANGE MANAGER R&B