Infor’s global transformation began in 2020 with its $13B acquisition by Koch Industries, the second-largest privately held company in the United States.

As part of this transformation, Infor set out to redefine its customer approach with a stronger focus on customer centricity, culminating in the Accountable Customer Leader (ACL) model.

Anticipating major changes to its customer-facing capabilities—ranging from pre-sales to implementation specialists and consultants—Infor recognized the critical need for a high-impact approach in driving successful ACL adoption. With that came the realization: more PowerPoints across the organization’s 57,000 SharePoint sites was not going to work.

Infor made a strategic decision to partner with Tigerhall for the ACL implementation, paving the way for many more initiatives across its 18,000-strong global organization.

The Four Pillars of Infor’s Success

Securing Buy-In with Tailored Change Communication

Infor segmented employees by role and function through HRIS data integration, before automatically enrolling them into targeted change journeys to maximize relevance. This significantly improved alignment and buy-in, leading to a faster and smoother transformation.

Sustaining Engagement with Feedback Loops

Leveraging social-driven features like livestream chats and in-app comments, Infor continuously captured feedback without causing survey fatigue. AI-powered sentiment analysis helped the change team detect and address resistance before it escalated.

Converting & Localizing In-House Content

Infor partnered with Tigerhall Studios to condense 70 hours of existing resources into seven hours of engaging, short-form content—localized into 30+ languages using translations to increase engagement and enable faster adoption across all regions.

Course Correcting with Always-On Tracking

Infor consistently adjusted strategies using real-time insights on adoption, engagement, and sentiment. This data-driven approach eliminated manual tracking, allowing the change team to focus on execution and improve transformation outcomes.

"As part of our global transformation we rolled out a new Accountable Customer Leader framework to drive increased customer centricity across Infor.

We knew that if we put this on PDFs in SharePoint or bombarded people with emails it wasn't going to stick. Driving it through targeted, engaging content on Tigerhall instead ensured it got adopted much faster than we had anticipated."

Danielle Campbell, SVP Enablement & Strategy

Mobilizing Senior Leaders for Engagement

Leadership-Led Content at Scale

Infor partnered with Tigerhall Studios to co-create capability building content, featuring senior leaders to provide employees with direct leadership guidance. Tigerhall Studios fully managed production from scripting to distribution, freeing up the change team to focus on execution.

Livestreams as Two-Way Feedback Loops

Infor leaders hosted regular live sessions to engage employees worldwide, including all customer-facing business units. They shared updates, addressed questions, and collected feedback in real time, driving a consistent narrative that strengthened trust and alignment.

Personalized Change Support Speeding Up Adoption

Actionable Role-Based Change Journeys

Employees received structured, role-based change journeys with short tutorial videos and clear implementation steps. Instead of searching for information, teams had direct access to relevant resources that helped them adapt their workflows immediately.

“We couldn’t afford to have employees not knowing about the new customer model we were rolling out, and we knew no one would show up in SharePoint to look at it.

Tigerhall was the perfect solution for that. We turned 7 hours of recorded presentations into 70 minutes of engaging content.”

Reinforcement in the Workflow

Integrating Tigerhall with Microsoft Teams and CRM systems, Infor’s replaced one-off trainings with automated follow-ups that are embedded seamlessly into existing workflows. Teams accessed updates and capability content as part of their daily work, accelerating change adoption.

Scaling Execution Through Automation & Integration

Automated Change Journey Targeting

Infor synchronized HRIS data with Tigerhall’s analytics to automatically segment its audiences by role and function. Employees are enrolled into personalized change journeys at scale, ensuring the right information was delivered at the right time without manual effort.

System Integration for Faster Execution

Infor integrated Tigerhall with its tech stack to eliminate inefficiencies and streamline execution. This enabled the team to roll out six variations of the initiatives in parallel, leading to a 6x faster implementation compared to running them sequentially.

Faster Adoption for Infor’s ACL Initiative

• 48,000 hours of organizational time saved: Tigerhall Studios converted seven hours of existing resources into 70 minutes of bite-sized, dynamic content to engage Infor’s 8,000 employees.

• 6x faster execution of initiatives: Leveraging automation and system integration to scale execution, Infor implemented six variations of the initiative for six distinct audiences at the same time—6x faster than running them sequentially.