Transitioning five contact centres to the cloud - case study

Overview

Allegra was engaged by a top university to manage change activities for the transition of nine call centres from physical phones to a cloud contact centre platform. Faced with a narrow window due to the expiration of contractual support for the existing phone system, the university needed to transition to a new provider rapidly but smoothly on a cloud system with new operational methods.

Deliverables

• Rapidly grasped the scope and inflight change activities, requiring quick mobilisation and understanding of the deliverables and impacted business areas, despite limited available documentation.
• Mapped out the affected business areas and conducted a change impact assessment to prioritise and develop appropriate change activities, ensuring teams were aware of the impending changes and potential impacts.
• Managed key stakeholder expectations, ensuring clear communication with sponsors, business owners, and the program regarding the impact on business areas and prioritised change activities, both for Day One (go live) and post-Day One.
• Established a change champion group to serve as advocates, managing change across a broad stakeholder group and maintaining consistency in messaging, while also acting as the "eyes and ears" to identify and address any issues or concerns.
• Developed key change artifacts, including a change impact assessment, change plan, targeted communications, and business readiness assessment, within the short timeframe to ensure effective implementation of all key change activities and business readiness.