Expert change management support in the context of the implementation of a CRM within Forem – MS Dynamics Implementation

As part of its digital transformation, Forem is deploying a Microsoft Dynamics CRM to unify its user relationship management practices (job seekers, companies, partners). To achieve this, specific support is required to align business practices, support employees, structure engagement, and train more than 1,200 agents. The objective is to ensure a smooth, effective, and coherent adoption in line with public service challenges.

The mission notably includes:

• An in-depth assessment (current state, identification of impacts, strategic recommendations);
• The design of a training system and a deployment plan tailored to different business roles;
• The coordination and facilitation of a representative group of 100 employees (MVP group);
• The implementation of adoption and field support systems;
• Active participation in the internal Change Committee;
• Immediate mobilization, including weekly travel within Wallonia.