Challenge 

Tolero Solutions client, a growing biotech company, had several patents on some of their highest revenue products expiring in the next year and were simultaneously on an acquisition spree with their third acquisition in an eight month time period. 

The problem – this caused culture and engagement issues and also created a lack of knowledge about who their customers are and complicated consistent messaging for products and brands, impacting the employee and customer experience.

Solution

Tolero Solutions created a picture of the various customer types and collected customer feedback on what it was like for them to do business with the organization. Employee feedback was also collected regarding employee engagement and employee experience (EX). This was supplemented by education sessions with leadership teams, input to their strategic planning processes and a series of customer experience (CX) workshops and behavioral sales training.

• Utilized Tolero Solutions High Performance Culture framework to identify areas of ambiguity and concern for employees and customers related to recent changes and growth from acquisitions increasing employee engagement
• Implemented Tolero Solutions current state —> future state process, worked with impacted employees to create role discussion guides, capturing their current day to day activities and their future day to day activities and highlighting any changes with recommendations for needed training and support
• Delivered customer journey mapping workshops identifying current state customer journeys and created desired future state customer journeys 
• Conducted Tolero Solutions culture assessment and delivered feedback and improvement sessions to increase levels of employee engagement and enthusiasm

Results

• Increased collaboration, alignment and understanding between marketing, sales and operational teams of future state customer journeys 
• Created customer roadmaps and a customer experience blueprint identifying priorities and low cost quick-win activities to increase customer engagement
• Improved the employee experience and employee engagement and communication
• Implemented a cross functional communication strategy aligning product and customer messaging