Client background

This property and casualty insurance company provides business insurance to owners of niche restaurants, bars and hospitality related businesses.

The business challenge

The client was looking to expand their business beyond its current footprint. However, the company’s core systems comprised of a variety of separate systems that could not be replicated for new locations. To support its growth, the company selected a new core system. They brought on an initial implementation resource with technical expertise to configure the system and ensure they were set up adequately from a program perspective.

Throughout this process, the client also realized they needed a comprehensive change management program to ensure its success. The client then turned to Baker Tilly for our change management expertise.

Strategy and solution

Baker Tilly worked closely with the client to build an approach and change management plan focused on both internal and external customers that complemented the business transformation initiative. Baker Tilly helped the company:

• Assess the current environment related to key stakeholders, primary risks and key messaging
• Define the framework and scope of change management to support the transformation initiative
• Collaboratively work with leadership to identify the right individuals to support the change management effort and education; providing ongoing coaching support to ensure the proper due diligence
• Establish detailed plans to activate change management in the organization and continually coach leaders in the organization on standard processes and templates
• Develop an ongoing change champion network, which continues to facilitate and encourage communication across all levels of the organization and monitor their progress
• Anticipate and communicate key milestones in the program – and the associated change management impacts; like customer-facing conversion activities or internal change readiness surveys used to gauge how employees were feeling about the program and their progress

Baker Tilly continues to support the development of the future change management playbook and toolset alongside the company. Through a strategic coaching process, the client can focus on transferring knowledge and ownership of the change management program to the company’s core transformation team members.

The client is better positioned for future success with an established change management function and leadership in place. The client discoveries established through the transformation program have been applied beyond the business transformation program to support a variety of organization-wide impacts, including implications of the COVID-work environment. By working with Baker Tilly, the client is now prepared to:

• Conduct change readiness surveys providing qualitative data and information gathered outside traditional management reporting structures on employees’ concerns and issues that need to be addressed
• Perform stakeholder, job impact and change readiness analyses and change assessments
• Ensure the internal team is comfortable with the system deployment changes and confident in communicating the implications of change to external customers