Training and Change Management Enable Transport Management System Adoption at Challenger 

Challenge

Challenger has been a major player in the transportation and logistics industry since 1975, providing services across North America and internationally. The company offers a broad range of transportation, logistics, warehousing, and distribution services. 

As the logistics industry continues to adopt automated transportation management platforms, Challenger identified the need for a comprehensive system that could connect multiple business functions.

While the organization already had tools to track trucks, communicate with drivers, and interact with customers, the systems were not unified. This disconnect created inefficiencies between departments and limited the company’s ability to coordinate operations, sales, and customer service effectively.

Challenger wanted a system that would centralize operations while also integrating key functions such as communication, tracking, payroll, and invoicing. The goal was to provide customers with improved service capabilities including precise scheduling, real-time transit visibility, enhanced cross-border clearance processes, and streamlined invoicing.

The challenge extended beyond implementing a new technology platform. It required aligning multiple departments that previously operated independently while also addressing infrastructure limitations and preparing employees across the organization to adopt new workflows.

Solution

TrainingFolks partnered with Challenger to design and implement a comprehensive training strategy that supported both system adoption and organizational change.

The project began with a detailed assessment of training requirements to identify the knowledge and tools employees would need to successfully use the new system. This analysis examined system requirements, user roles, and employee interface preferences.

TrainingFolks then supported the project by leading a steering committee responsible for guiding the overall change management strategy. Internal communication was coordinated through designated change agents who helped ensure employees were informed and prepared throughout the implementation process.

Because the software vendor did not provide a detailed operational guide, TrainingFolks developed a comprehensive “how-to” user guide to support employees as they transitioned to the new platform. Additional training materials were also created to help internal teams build knowledge and train other employees.

Key employees received specialized training so they could act as internal experts and share their knowledge across the organization. Their ability to train and support other employees was also evaluated to ensure the internal training structure would remain effective after the system launch.