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mission
- Client : Swiss luxury watch manufacturer
- Mandate : Ensure adoption of the Salesforce CRM solution during a global go‑live
- Project size: 1,200 users worldwide
- Project duration: 18 months
- Itecor expertise: Change management
- Additional Itecor expertise: Project management and quality assurance
challenges
- Successfully execute a large‑scale global deployment in a big bang mode
- Drive rapid adoption of Salesforce across the boutique network and headquarters users
- Avoid any disruption to sales operations
- Roll out an international training program while keeping costs under control
success catalysts
- Align messaging across all project stakeholders
- Involve frontline managers, key players in driving change
- Identify the right momentum for each user category (casual vs. daily users)
- Integrate users at every stage of the project through a collaborative approach to accelerate ownership
- Adopt a creative and pragmatic approach to designing and delivering training
- Train “casual users” for whom Salesforce is not a daily tool
- Offer a blended training model
context & stakes
In the context of a global digital transformation, this internationally renowned watch manufacturer aimed to unify its customer relationship management processes on a single, modern platform. The objective: strengthen customer knowledge, streamline collaboration between international retail teams, and improve the quality of interactions throughout the sales cycle.
The decision to deploy Salesforce in a big bang mode for more than 1,200 employees across several continents represented a technical, organisational, and human challenge. Aware that the success of such a project relies primarily on user adoption, the brand entrusted Itecor with a key role in preparing, managing, and driving large‑scale change.
what makes the difference
To ensure the success of the deployment, Itecor adopted a structured and human-centered approach:
from delivery to adoption: a paradigm shift
In this international project, success was measured not only by the go‑live but by a clear objective: ensuring that all 1,200 users sustainably adopt the new tool. By placing adoption at the centre-particularly through the quality of data entered-the change management approach created value far beyond the technical deployment itself.
training as a driver of engagement
Designed as a strategic lever rather than a formality, training helped identify resistance, mobilize ambassadors, and strengthen ownership of the new tool. A tailored, user‑centric learning approach enabled fast and effective adoption. The result: confident, engaged, and quickly operational users.
users as actors of change
Rather than imposing change, we chose to co‑construct it. By involving end users at every stage and leveraging peer‑to‑peer learning, the change management approach fostered natural and lasting ownership. This participatory dynamic, reinforced by continuous attention to team engagement, maintained a high level of momentum throughout the project.
a deployment conditioned by user readiness
The go‑live was not dictated solely by technical progress but by the level of user preparation. Thanks to precise adoption indicators, the project secured each deployment step, ensuring a smooth and controlled transition.
benefits & results
- The approach enabled a smooth and controlled transition to Salesforce despite the complexity of a global rollout.
- Users quickly adopted the solution, finding it intuitive and well‑suited to their daily needs.
- Boutiques maintained excellence in customer service while progressively integrating new collaborative practices.
- Beyond the launch, Itecor’s support helped establish a culture of shared data and improved customer information quality, enabling better decision‑making and more precise commercial steering.
key figures
of users felt confident or very confident after the training
reduction in the initial training budget, with no compromise on quality
internal communication pieces published to promote the project and highlight the teams
events worldwide to celebrate the project’s success and thank the teams for their involvement
of daily users trained in person
connection rate on day one among daily users
of key features used within the first month
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