Aurora project: the CRM that changed incident handling

Context

Incident handling consumed manual steps across several teams: transportation, commercial, service. Automating intake and handling was the opportunity, but the gain only materializes if people genuinely change how they work, rather than simply start filling in a new system.

My role

Change lead for the initiative.

What I did

• Impact assessment for the incident management function.
• Change and communication plan connected to the business case.
• Team enablement on the new flows.
• Strategic workforce planning applied to the redesign of the area.