Change Management

CommSec are the market leader in on-line trading in Australia. Their client base had grown rapidly, but had been built using various versions of an ageing core operating system. There was a requirement to replace the core system which would involve a significant changes to the back end fulfilment system, the client servicing interface & the front end web experience. Adam Libbis was brought in as the Change Management Lead on this Program. The key Change Management Challenges that had to be overcome included:

  • Requirement to understand the business impacts associated with the migration process (fulfilment times, call handling times etc)
  • Requirement to get some older customers to update their data and re-create a profile with the new system
  • Ensuring that the customer experience in migrating to the new web interface didn’t cause unnecessary confusion, disruption or customer drop off
  • Ensuring that the back office and call centre staff were proficient in the use of the new system in order to minimise customer disruption

Both internal and external Change Management streams were established – with Adam leading both. The external team focused on managing the customer base through the transition and the internal base focused on managing the business and staff. The Program was successfully delivered and lead to further reinforcement of CommSec’s market leading position in the on-line trading sector.