Overview
The organization introduced a new enterprise renewal process designed to improve on-time contract execution and maximize revenue recapture. The process required sales representatives to coordinate a complex sequence of activities, stakeholders, and decisions across an 18-month renewal lifecycle. The adoption effort was global in scale, reaching more than 1,600 account managers across 103 subsidiaries. To enable the transformation, a new technology platform was implemented to automate project management activities, provide visibility into progress and risks, and orchestrate collaboration across multiple roles.
A structured change management approach was critical to help sales teams understand the new process, adopt new ways of working, and consistently use the platform to deliver stronger renewal outcomes. This included a Train-the-Trainer motion to enable champions across roles and geographies, as well as a 36-country roadshow with hands-on workshops to reinforce a consistent message and adoption experience across markets.
The Challenge
The organization had introduced a new renewal operating model supported by a technology platform, but the value of the transformation depended on consistent execution by a large and geographically dispersed sales organization. Sales representatives needed to understand how to manage the full renewal lifecycle, coordinate with the right stakeholders, identify risks early, and use the platform as the system of record for renewal progress.
Without a structured change management program, the organization faced several risks:
- Inconsistent adoption of the enterprise renewal process and platform across regions and user groups.
- Limited understanding of how to execute the 18-month renewal lifecycle in daily sales workflows.
- Uneven coordination across sales, operations, leadership, and supporting stakeholder groups.
- Reduced visibility into renewal progress, execution risks, and intervention points.
- Missed opportunities to improve on-time contract execution and maximize revenue recapture.
To achieve meaningful business impact, the organization needed to move beyond process definition and platform deployment and focus on enterprise adoption, behavior change, and sustained renewal execution.
Nextant’s Role
Nextant helped the client design and execute a global change management and adoption program focused on embedding the new enterprise renewal process and technology platform into the sales organization’s operating rhythm.
The program was designed to help users understand the value of the new renewal model, build the knowledge required to use the platform effectively, and reinforce adoption through ongoing engagement, role-based enablement, Train-the-Trainer activation, country-level workshops, and performance measurement.
Change Management Approach
Nextant’s approach focused on the full adoption journey, from initial awareness of the renewal transformation through reinforcement of consistent platform usage and sustained execution.
1. Change Strategy and Planning
Nextant developed a coordinated adoption plan to ensure that change activities were sequenced, targeted, and delivered through the right channels. The plan aligned communications, enablement, stakeholder engagement, platform readiness, and measurement activities into a single execution roadmap for the renewal transformation.
This provided the structure needed to manage a complex global rollout and ensure that the new renewal process and platform were introduced in a consistent, intentional, and business-focused way.
2. Stakeholder Alignment and Executive Engagement
The change program engaged executives and stakeholders across different levels of the organization and across multiple geographies. This engagement helped create a shared understanding of the purpose of the renewal transformation, the expected business outcomes, and the role leaders needed to play in driving adoption. Strong sponsorship was essential to reinforcing the importance of the new process, encouraging consistent platform usage, and connecting the change to on-time contract execution and revenue recapture.
3. Audience Segmentation and Role-Based Adoption
Nextant identified key target roles and determined the most appropriate engagement strategy for each audience, including vehicles, frequency, and level of intensity. Rather than treating adoption as a one-size-fits-all rollout, the program recognized that different user groups required different messages, enablement assets, and support mechanisms. This role-based approach helped users understand how the renewal process, platform activities, and stakeholder handoffs applied to their specific responsibilities and workflows.
4. Communications and Awareness Building
The program included targeted communications designed to introduce the new enterprise renewal process, explain the business rationale, and articulate how the platform would help teams manage renewal activities, risks, and collaboration more effectively.
These communications helped build awareness and create a clear case for change. The emphasis was not only on what was changing, but why the change mattered and how users could benefit from incorporating the new renewal process and platform into their daily work.
5. Enablement and Capability Building
Nextant developed and released training materials, learning resources, job aids, and supporting assets aligned to the adoption plan. The program included a Train-the-Trainer motion that enabled champions in different roles and geographies to help drive the change locally. These champions helped users build practical knowledge and confidence, reinforced the message in market, and translated the new renewal process into day-to-day execution guidance. By tailoring training and support to relevant audiences, the program helped users understand how to execute renewal activities, manage handoffs, and use the platform in real business scenarios. Champions spoke the user’s language and were able to explain how the new way of working would address existing renewal pain points.
6. Cross-Functional and Global Coordination
Nextant coordinated the effort across groups, geographies, and internal client resources to support consistent execution of the adoption plan. This coordination was critical given the scale, geographic complexity, and cross-functional nature of the renewal lifecycle. To reinforce consistency across markets, the team executed a roadshow with workshops in 36 countries, helping ensure that the message, process expectations, and platform adoption approach were consistently understood across geographies. The effort helped align global stakeholders, regional teams, sales representatives, champions, and supporting functions around common objectives, timelines, roles, and adoption priorities.
7. Measurement, Reinforcement, and Continuous Improvement
The program linked adoption activities to key performance indicators, giving the client a quantitative view of renewal progress, platform usage, and execution risks. This measurement approach helped shift the initiative from a process launch to a managed transformation program. Adoption data and performance indicators enabled the organization to monitor momentum, identify barriers, reinforce desired behaviors, and support more predictable renewal outcomes over time.
Transformation Capabilities Demonstrated
This engagement demonstrates Nextant’s ability to support enterprise transformation by addressing the human, organizational, operational, and technology adoption dimensions of change.
Key capabilities demonstrated include:
- Large-scale change management across a global sales user population.
- Adoption of a strategic enterprise renewal process and supporting technology platform.
- Executive and stakeholder alignment across multiple organizational levels.
- Train-the-Trainer enablement through champions across roles and geographies who addressed real-life renewal issues and process questions.
- Role-based audience segmentation and targeted engagement.
- Communications focused on awareness, value, and behavior change.
- Practical enablement through training materials, job aids, and user support for renewal execution.
- Cross-functional coordination across regions, sales teams, and supporting stakeholder groups.
- Roadshow execution with workshops in 36 countries to reinforce a consistent adoption message and localize understanding across markets.
- Adoption measurement through KPIs, renewal progress tracking, and risk visibility.
- Reinforcement mechanisms to sustain adoption, improve execution consistency, and identify improvement opportunities.
Results
Nextant’s change management and adoption program helped the client move from renewal process design and platform deployment to field-level adoption across a global sales organization. The effort enabled the client to bring a standardized renewal operating model to the global sales force, improve visibility into progress and risks, and support more consistent execution across the 18-month renewal lifecycle.
The Train-the-Trainer motion created a distributed champion network across roles and geographies, while the 36-country roadshow reinforced consistent messaging and hands-on adoption through local workshops. The program also helped the client identify additional pain points and improvement opportunities, creating a stronger foundation for continued optimization, on-time contract execution, and revenue recapture.
