Anchors Aweigh: Deploying Sedna at ISS

We partnered with a global shipping company, Inchcape Shipping Services (ISS), to support them in a large-scale deployment of a new communication platform, Sedna, to ensure a smooth adoption across 5 Hub teams worldwide.

Highlights

• Co-created a bespoke Change Strategy with Sedna SMEs and ISS stakeholders, ensuring cross-functional alignment.
• Supported delivery of engaging communications and practical training sessions.
• Achieved strong end-user buy-in, with 93% viewing Sedna positively and 95% feeling confident using it.

Background

Sedna was introduced as part of a wider transformation programme at ISS to improve communication and efficiency across global teams. With 275 end users across 220 teams and 108 customer accounts in scope of the deployment, the change required careful coordination, collaboration, and user-focused design to ensure successful adoption.

Challenge

Inchcape Shipping Services (ISS) were aiming to deploy a new email management system, Sedna, which is specifically designed for shared mailbox management within the Maritime Industry. Sedna was introduced to help drive team collaboration and unlock automated features, such as automatic categorisation tagging, to help improve efficiencies.

Change management capability was essential in ensuring that the new system was embedded successfully into the day to day workflows of end users and that a seamless transition meant no disruption to their customer experience.

Approach

We worked closely with Sedna’s internal team of SMEs as well as with our key stakeholders on the ground at ISS to ensure a cross-collaborative approach. This in turn allowed us to consider all aspects from design and development to deployment in order to design a change strategy that would best suit end users.

We completed a full Change Impact Assessment to evaluate the level of change that the implementation of Sedna would have and in turn the tangible impacts on the teams. We then used this to inform our approach in designing a training strategy and an engagement plan.

The collaboration continued into training, with our steer and support, Sedna’s key SME’s delivered well-structured, established training, to ensure all end users were ready for go live. As a team we delivered training which included, seminar style demonstrations, guidance and completion of practice scripts and Q&A sessions. Support continued into on-site, desk side support during go live week.

Impact

The system was successfully deployed to 5 different Hubs worldwide over a number of months. This equated to 220 teams, 108 customer accounts and 275 end users.

The project has been one of the most successful of the whole transformation programme to date.

A survey of end users from all teams across the globe supported the success of the deployments through the following stats:

• 93% viewed the introduction of Sedna positively
• 86% enjoyed using Sedna
• 95% found the training engaging and enjoyable
• 95% feel confident in their abilities to use Sedna

Looking to improve communication and collaboration across your teams? Get in touch with Michaela Davis to learn how smart change management can drive seamless tech adoption and lasting impact.