01 Change desired

DO

Affiliates develop new Ways of Working, Sales Force integrates MCM into their client calls. 

FEEL

Customers experience improved service and added value.

SAY

Affiliates affirm their readiness for MCM, with increased launch results, and broader client coverage.

02 Concern

Sales Force

Fear of job loss and being replaced by technology. 

Management

Technical upskilling challenges, as some salespeople seldom use their laptops. 

03 Approach

Training

Train leaders on upcoming changes and new Ways of Working. 

Tools

Establish a one-stop-shop for resources.

04 Resources

1. Analysis: Analyzed client needs, employee concerns, business trends, and best-practices. Identified training needs. 

2. Planning: Developed a change and communications plan, defined KPIs in partnership with project managers, workstream leads, change & communication leads. 

3. Development: Created resources and learning materials, including internal awareness campaigns, in close collaboration with Subject Matter Experts and other stakeholders. 

4. System Establishment: Built a learning system with comprehensive resources, including guidance for MCM implementation in local markets. 

5. Training: Trained and counselled regional and local leaders in Commercial, Marketing and Medical, who then trained their own teams.

6. Refinement: Refined the resources based on user feedback.

05 Effects

Global roll-out

All affiliates globally developed relevant procedures and introduced new Ways of Working to enable MCM. 

Client coverage and service

95 % client coverage in France, first rank in customer value in the US, doubled launch results in Belgium.