Bridging People and Technology: OCM Strategies for Order-to-Cash Process Transformation with Salesforce

In a strategic move to scale their national presence, our client, a national building services provider, acquired over 45 entities in the past two years. To integrate these acquisitions, they engaged MRE to lead a comprehensive IT integration effort, to unify all entities on common Salesforce and NetSuite platforms. This involved managing data integration, project activities, and the significant organizational change required. Recognizing the profound impact on core business processes, tools, and technologies, the client partnered with MRE to strategically implement Organizational Change Management (OCM), training, and adoption programs. The goal of this transformation was to streamline business processes across the entire organization, from order to cash, leveraging the integrated capabilities of Salesforce, Field Service Lightning, and NetSuite.

Although process and technology changes present challenges for individuals, knowledge is the initial key to successful adoption. MRE helped support and refine the client’s organizational change management strategy surrounding communication plans as well as tailoring the training approach to best fit the branch that is onboarding to global systems. The client’s organizational change management approach focused on building user buy-in by informing them about process impacts and the functionality of new software systems. MRE partnered with the Client’s OCM Lead to develop guides illustrating how processes would be executed with the new features in Salesforce and NetSuite.

The newly developed training materials and guides offered step-by-step walkthroughs of everyday processes, tailored to each specific role to highlight impacted workflows. These guides were disseminated through various support channels, including live training sessions, walkthroughs, and dedicated office hours, ensuring comprehensive assistance during the transition. To enhance usability, the user guides incorporated actual application screenshots, making them easy for field users to follow and reference. For office teams, the guides were created and hosted on SharePoint, allowing for easy access and the inclusion of more detailed information for specific scenarios. To complement these resources, the MRE team provided in-person support by traveling to key locations across the country for hands-on workshops and facilitated user walkthroughs during orientations and go-live events.

MRE also played a pivotal role in the successful implementation of new processes and tools for scheduling, dispatching, and for field service operations. Collaborating closely with each branch, MRE assessed device needs and management strategies to ensure the seamless integration of mobile tablets equipped with Salesforce Field Service Lightning (FSL). Through comprehensive, hands-on training—covering everything from device unboxing to app mastery—MRE facilitated a smooth adoption of the new system. As a result of these efforts, our client successfully rolled out the FSL app as part of its global service process, empowering over 300 operations managers and field technicians with real-time service appointment information on Android tablets. This introduction of FSL as a tool to digitize work orders across the company revolutionized their field service operations.