Transformation | Project
31 Mar, 2026 · 3 -minute read

Global retail client

One of the world's largest employers successfully navigated the complexities of rolling out a new digital tool across its vast global operations. With Gallagher's expertise in change management communications, the organization was able to harmonize systems, simplify processes and establish its HR function as best in class. This achievement highlights the organization's commitment to driving strategic change and Gallagher's ability to deliver tailored solutions that empower clients to succeed.

The organization faced the challenge of introducing a new digital performance management tool across its enterprise. Success required securing leadership buy-in, overcoming organizational barriers to sustainable change and completing the rollout within a tight timeline. Recognizing the scale and complexity of the initiative, the organization partnered with Gallagher to develop a comprehensive approach to change management communications that could engage employees, managers and senior leaders effectively.
1 Challenge

Gallagher worked closely with the organization to develop a change management communication strategy aligned with its overarching business goals. Together, they created a roadmap that clearly articulated the purpose of the new tool, identified affected stakeholders and outlined the support needed to guide the workforce through the change journey.

Using Prosci's ADKAR model, Gallagher's strategy focused on:

  • Creating awareness of the change
  • Fostering desire by highlighting benefits
  • Providing knowledge through resources
  • Building ability with training
  • Reinforcing positive outcomes to sustain adoption

Gallagher provided an implementation roadmap, facilitated leadership cascades for planned communications, and delivered targeted support for employees, managers and senior leaders. By leveraging Gallagher's expertise, the organization was able to ensure alignment, engagement and seamless execution across all levels of the business.
2 Solution
With Gallagher's support, the organization successfully implemented the new tool on time, within scope and on budget. Employee adoption was strong, with 83.5%* of surveyed respondents indicating they understood how to use the tool’s features. Internally, the project was celebrated as a model for harmonizing systems and simplifying processes, reinforcing the organization’s commitment to establishing a best-in-class HR function.
3 Outcome

The organization's success was driven by its leadership's commitment to strategic alignment and Gallagher's expertise in change management. Gallagher's structured framework and targeted support ensured that employees, managers and senior leaders were engaged and empowered throughout the process.

Gallagher's collaborative approach fostered trust and alignment across teams, enabling the organization to overcome barriers and achieve its goals. While Gallagher provided the tools, guidance and expertise, the organization's dedication to driving change and empowering its workforce was the foundation of this achievement. Together, they created a partnership that delivered measurable results and set the stage for ongoing improvements and future successes.

When organizations invest in thoughtful change management strategies, they create the conditions for lasting success. This change management initiative wasn't just about rolling out a new tool — it was about empowering employees to embrace change, simplifying processes to drive efficiency and building trust across the organization.

By combining clear communication, structured frameworks and collaborative partnerships, the organization didn't just implement a tool — it transformed how employees experience performance management processes. This unifying approach created a foundation for ongoing engagement, alignment and trust, proving that when employees feel supported and informed, they show up ready to succeed.

Interested in change management communication solutions? Find out how our team can support you.

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*Results may vary based on organizational size, industry and specific circumstances