• Client: Alfa Laval
• Period: January - December 2024
• Scope: Change leadership, training, stakeholder engagement and digital adoption support

Challenge

Alfa Laval was undertaking one of the most ambitious internal transformations in its history: replacing a 20-year-old service management system with a single, unified platform, OneService, across its entire global organisation.

The challenge was not just technical. Rolling out a new system to 62 countries, 26 sales companies and 9 clusters within a single calendar year meant bringing hundreds of teams along on a journey of significant change, all while maintaining business continuity. People needed to understand not just how to use a new tool, but why it mattered for them, for their customers and for Alfa Laval’s long-term service ambition.

Previous system changes of this scale had taken years. This one had twelve months.

Solution

We partnered with Alfa Laval to design and deliver the full communication and learning ecosystem for the OneService rollout. This included building a change narrative that connected the transformation to something people could believe in - Better service and simpler ways of working.

Across every cluster and sales company, we developed structured onboarding materials, role-specific learning paths and communication campaigns that kept momentum high throughout the year. Stakeholder engagement frameworks helped local champions carry the message forward in their own regions, ensuring the rollout felt relevant whether you were based in Shanghai, Gothenburg or São Paulo.

Where adoption hit friction, we moved quickly: refining messaging, creating just-in-time support materials and helping teams navigate resistance with practical tools rather than top-down mandates.

Results

The rollout ran from January to December 2024 and achieved 100 percent of its targets on time. Internally, it has been described as the fastest global rollout of its kind within Alfa Laval’s history.

Beyond the numbers, something more durable was created: a global community of practice around OneService, with shared language, shared tools and a shared sense of what world-class service looks like. The legacy system was successfully decommissioned, closing a chapter that had been open for two decades.

The engagement continues. As Alfa Laval deepens adoption, embeds new workflows and extends the platform’s capabilities, we remain a close partner in making sure the human side of the transformation keeps pace with the technical one.