Posted on May 2, 2018
The Market Sales Report and the Multichannel KPI Dashboard are the IKEA retail organisation’s internally developed tools to measure IKEA’s multichannel business. The launch of these tools globally required a strong communication plan to support the change management process and the communication strategy to 18000 users as part of the multichannel transformation of IKEA.
To increase adoption of these user-friendly tools successfully, in an environment of locally competing reports, would ultimately result in increased efficiency, optimising sales, reducing costs and giving decision-makers the tools they need to drive the business.
Webwriter Sweden AB was contracted to head up the communication which involved crafting and executing a communication plan to support the various phases of change management. It involved the preparation and launch of the new tools, the launch of the new Multichannel KPI intranet site as an information hub, creating clear, engaging content to different stakeholders, creating a uniform look and feel and maintaining the IKEA tone of voice. An important enabler of the adoption of the tools was the learning material, which I also made clearer and simpler, with the use of short video clips. I boosted the number of engaged users for the internal social media group for the Multichannel KPI Project from 60 to 18000 and we increased the overall adoption of the tools consistently month by month.