Overview

Pacific Life Re, a global reinsurer operating across three lines of business, Capital Solutions, Savings & Retirement, and Protection, required not only a unified CRM system but also a successful onboarding and adoption strategy to ensure long-term value. With over 150 users across multiple time zones, the challenge was not just technical implementation but driving behavioural change at scale.

RevOps Automated partnered with Pacific Life Re to deliver a phased onboarding and enablement program, successfully transitioning the organization into its MVP CRM system in under three weeks. The approach focused on training, adoption, and change management, ensuring that users not only accessed the system but actively used it resulting in immediate improvements in cross-functional visibility and operational alignment.

Challenges

1. Fragmented Visibility of Client & Broker Relationships

Client, broker, and deal information was spread across Outlook, SharePoint, Excel, and individual inboxes, with no centralized system of record.

• No unified view of company hierarchies or key relationships

• Relationship knowledge tied to individuals rather than systems

• Limited visibility across business units

Impact:
Leadership and teams lacked a consolidated, real-time view of client engagement, making collaboration and strategic account management difficult.

2. Inconsistent Processes & Manual Effort Across Business Units

Each business unit operated with different processes for tracking activity, pipeline, and reporting.

• Manual activity logging and follow-ups

• Disconnected pipeline tracking methods

• Reporting reliant on spreadsheet consolidation

Impact:
This led to operational inefficiencies, duplicated effort, and reduced confidence in reporting—particularly for leadership and regulatory needs.

3. Global Team with Low CRM Adoption Experience

Pacific Life Re’s team spanned 150+ users across multiple time zones, with limited experience using a centralized, cloud-based CRM.

• Teams worked in isolation across segmented systems

• No standardised system for collaboration or visibility

• High risk of low adoption post-implementation

Impact:
Without a structured onboarding and change management approach, the CRM risked becoming underutilized and failing to deliver value.

The Solution

RevOps Automated designed and executed a phased onboarding and enablement strategy, ensuring both rapid deployment and strong user adoption.

Key elements included:

• Structured onboarding program – Delivered targeted training sessions aligned to roles, regions, and business units.

• Phased rollout approach – Enabled users to onboard in waves, reducing overwhelm and improving retention of system knowledge.

• Hands-on enablement and support – Real-time support ensured users could adopt workflows quickly and confidently.

• Embedded change management strategy – Focused on driving behavioral adoption, not just system access.

This approach ensured that Pacific Life Re achieved immediate usage, strong engagement, and minimal disruption across the organization.

Final Thoughts

By focusing on adoption as much as implementation, RevOps Automated enabled Pacific Life Re to realize immediate value from their CRM investment. The successful onboarding of a global team in under three weeks has created a foundation for scalable growth, improved collaboration, and data-driven decision-making across all business units.

Next Steps

Rolling out a CRM globally? Adoption is everything. RevOps Automated helps you implement systems that your teams actually use, fast.