Case Studies

Driving Adoption for a Global Order-to-Cash Redesign

2 minute read

EXECUTIVE SUMMARY: An ingredient manufacturer needed to overhaul its order to cash process to resolve ongoing challenges with customer orders, inventory, and supply and demand accuracy. Catena Solutions provided dedicated change management leadership to guide nearly 1,000 employees in Europe through the redesign. The result was a smooth transition, strong user adoption, and a scalable model for future regions.

The Challenge: A Complex Transformation

During recent supply chain disruptions, the company’s already inefficient processes became harder to manage. Although some issues had been addressed, persistent challenges remained across customer order handling, inventory visibility, and supply and demand management.

To stabilize operations, the company initiated a major redesign of its order to cash process. Because this transformation would affect nearly 1,000 employees across Europe, leadership needed structured change management support to ensure a successful rollout and encourage employee adoption.

The Solution: Dedicated Change Leadership

Catena Solutions deployed an experienced Change Management Leader to design and execute a comprehensive change strategy. Key responsibilities included:

• Identifying impacted employees, functions, and processes
• Analyzing each project workstream to determine change management needs
• Recommending support requirements, training plans, funding needs, and communication tactics
• Creating a detailed change impact analysis to guide the change management strategy
• Implementing a multi-channel communication and awareness campaign to keep all stakeholders informed
• Participating in departmental and divisional meetings to maintain engagement and clarity
• Developing training that prepared impacted roles for new process responsibilities
• Ensuring consistent stakeholder alignment and support
• Transitioning ownership of redesigned processes to the appropriate business process owners
• Conducting a retrospective analysis to highlight project successes and lessons for future deployments

The Benefit: A Smooth Transition & Measurable Improvements

The structured change management approach enabled a seamless implementation of the redesigned O2C processes within the company’s European business unit. Employees stayed engaged and informed throughout the transformation, which helped minimize resistance, reduce turnover risks, and accelerate adoption.

Following the successful redesign, the company is now positioned to:

• Process customer orders more efficiently
• Reduce excess inventory
• Better manage supply scarcity
• Eliminate manual system workarounds
• Establish a consistent global standard for future rollouts
• Resolve long-standing customer pain points

Additionally, the project retrospective analysis will be used to help the company adjust their strategy as they implement the redesign in the remaining regions.

Fun Fact: Our consultant’s project management approach and successful outcomes were identified as a leading candidate for the company’s CEO Award Program.

If your organization needs help with similar transformation initiatives, contact us to see how Catena Solutions can support.