Fair Work Ombudsman

CRM Implementation

The Fair Work Ombudsman implemented a Customer Relationship & Knowledge Management system in their Contact Centre to manage incoming queries from the public and to manage a vast bank of legal and case knowledge across the organisation.

TCS were engaged initially to design and deliver the associated training for all FWO staff to utilise the new CRM. However on commencement, it became clear that some initial steps had been overlooked in the change management approach to the project.

TCS’s scope was expanded to review the change management approach, and as part of this we undertook a series of Change Impact Assessments with user groups, process mapping and webinars to test and familiarise the change champion network with the system.

This was critical to the successful design and delivery of training tailored to the needs of the stakeholders and addressing the impacts of the change brought about by the new system before they became problematic.

Once this groundwork was complete, TCS designed and delivered classroom training and user guides for staff to refer to after the training.

Our deliverables included: