In today’s fast-paced biopharmaceutical landscape, where data integrity, compliance, and efficiency are non-negotiable, companies are turning to advanced digital solutions to streamline their operations. But implementing a new system isn’t just about the tech − it’s about the people who use it. That’s where Organizational Change Management (OCM) and targeted user training come into play. In our latest case study, we dive into how Kalleid partnered with a leading global biopharmaceutical company to optimize user buy-in for a cloud-based LabWare LIMS deployment across sites in the United States, Germany, and Japan.
About Labware LIMS
LabWare LIMS is a leading Laboratory Information Management System (LIMS) trusted by over 10,000 laboratories worldwide that is offered under a Software as a Service (SaaS), cloud computing model for rapid, cost-optimized deployment with built-in validation. The platform is designed for enterprises across diverse industries, supporting compliance with stringent regulatory standards such as 21 CFR Part 11, GLP, ISO 17025, and ICH M10. It offers a fully integrated solution with capabilities in sample management, instrument interfacing, data integrity, and audit trail functionality, ensuring traceability from sample receipt to final reporting.
The Challenge: Siloed Systems and Manual Mayhem
Imagine a world-class pharma company bogged down by fragmented legacy systems, manual data entry from external partners, and site-specific silos. This setup wasn’t just inefficient − it bred transcription errors, data integrity risks, and compliance headaches. The company needed a unified, global platform to support externalization and seamless tech transfers from clinical manufacturing to commercial production.
After a rigorous selection process, they chose to implement LabWare LIMS for its robust features in managing diverse lab operations. But to ensure user adoption and maximize ROI, they enlisted Kalleid’s expertise in OCM and training. Our proven track record with similar projects made us the ideal partner to guide stakeholders through this transformation.
The Business Imperative: From Risks to Rewards
The stakes were high. The implementation aimed to tackle pain points like:
- Data integrity and compliance vulnerabilities
- High costs of manual processes
- Inconsistent workflows across global sites
- Limited data-sharing and analytics capabilities
- Risks from outdated, end-of-life systems
The vision? A single source of truth with standardized reports, audit trails, digitized workflows, and end-to-end sample traceability. This would enable data-driven decisions, boost efficiency, accelerate pipeline progression, and eliminate business continuity threats − ultimately reducing costs and increasing revenue.
Effective OCM was crucial to realizing these benefits, ensuring users not only adopted the system but embraced it for long-term success.
The Strategy: A People-First Approach
Kalleid didn’t just provide technical training; we built a comprehensive, customized support ecosystem designed to sustain long-term user adoption:
- Change Management Assessment: Through stakeholder interviews, we crafted a robust, business-led plan to equip users with the tools and messaging for sustained adoption.
- Communications Plan: We kept users in the loop with newsletters, awareness sessions, intranet updates, town halls, FAQs, and deployment notifications.
- Intranet Site: We created a dedicated SharePoint communication hub for all project info, accessible to internal and external users.
- Training Strategy and Plan: We created a role-based curricula, schedules, and processes for future new hires, all informed by business lead insights.
- Training Materials: Rather than a “one-size-fits-all” approach, we created custom slide decks for six courses, along with hands-on practice exercises for each of the roles created in the new system.
- Live Training Sessions: To accommodate a global workforce, Kalleid delivered live, instructor-led training sessions via Microsoft Teams that were recorded for future onboarding.
- Hypercare Support: Following go-live, we participated in “Office Hours” for 30 days to address user questions in real-time and ensure every user felt supported during the transition.
This holistic support bridged the gap between technology and people, fostering enthusiasm, confidence, and competence across geographies.
The Results: Enthusiastic Adoption and Ongoing Partnership
The initial MVP rollout was a resounding success. The company now enjoys a global system with standardized tools for lot lifecycle and stability workflows. User adoption? A perfect 100% enthusiastic response! This paved the way for continuous improvements, and five years later, we’re still collaborating with the customer on Phase 5 and beyond. In addition, our role has been expanded to include project team training and communications for optimized collaboration and tech adoption by the project team.
This case study shows how strategic OCM and training can turn a complex implementation into a competitive advantage.
Ready to Transform Your Lab Operations?
If your organization is facing similar challenges with lab systems, data management, or change initiatives, Kalleid is here to help. Contact us to discuss your next project − let’s drive efficiency, compliance, and innovation together!
Click Here to view the full breakdown of our OCM methodology.