Gaining buy-in and ensuring staff were fully capable of applying the new client service system was both a major challenge and goal of the senior management team.  Past efforts to train staff were not working and there was an urgent need with the go-live date quickly approaching.  Our role included: shifting the key messages to staff, revising the training approach to be job and performance based and utilizing real-life case examples so staff could experience the benefits of the new system and easily transfer the learning to their jobs.