Resolving miscommunication and missed expectations after reorganization
When a major national insurance company reorganized its marketing department, the ripple effects were immediate. Miscommunication became the norm, expectations were frequently unmet, and the output of work began to decline. Leadership knew something had to change—but the root causes of these issues weren’t immediately clear.
Our task was to identify what was really going wrong and help the team build a stronger foundation for collaboration and success.
Identifying the problem: understanding the breakdown
Through a comprehensive assessment of the organization, we dug deep to uncover the underlying issues. Our process included:
- Stakeholder interviews: Understanding pain points and disconnects from every perspective.
- Tool and documentation analysis: Evaluating workflows, communication channels, and project management practices.
- Collaborative workshops: Bringing teams together to pinpoint gaps and misalignments.
This approach revealed the core challenges. Roles were poorly defined, tools were underutilized, and teams lacked the processes and training to collaborate effectively across functions.
The solution: building clarity, connection, and culture
Our recommendations spanned multiple areas, creating a holistic solution that addressed the team’s needs:
- Clearer roles and responsibilities: Establishing strong delineations between account managers and project managers.
- Improved training: Equipping team members with the skills and knowledge they needed to excel.
- Refined processes: Documenting and streamlining workflows to ensure consistency.
- Enhanced collaboration practices: Introducing structures and tools that promoted communication and coordination.
- Culture alignment: Fostering a culture of trust, accountability, and shared purpose.
By engaging stakeholders and empowering teams to co-create solutions, we ensured buy-in and long-term adoption of these changes.
The results: stronger collaboration and higher performance
The transformation was profound:
- Account managers and project managers developed a stronger working relationship, with clearly defined roles that eliminated overlap and missteps.
- A documented, streamlined process provided consistency and confidence for the entire team.
- Communication and collaboration between departments improved significantly, driving better coordination and higher-quality marketing efforts.
Ultimately, the department’s newfound alignment and efficiency not only increased output but also strengthened team morale and trust across the board.
Let’s align your teams for success
Misalignment can derail even the most talented teams. With the right strategies, your organization can overcome these challenges and build a marketing powerhouse.
- Field Strategy (Leader Coaching)
- Workshops
- Bench Coach (Fractional Leadership)
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