Driving Global Transformation: Caterpillar's Journey to Excellence in Sales, Service, and Engagement

Objective

Caterpillar sought to improve performance across multiple divisions, addressing challenges in sales, service, and employee engagement. Key objectives included:

• Revitalizing the underperforming Cat Rental division.
• Enhancing sales and service capabilities across global markets.
• Strengthening employee engagement to navigate economic downturns.
• Resolving internal challenges, including union disputes and declining morale.

Our Solution

Over two decades, Global Engagement Solutions (GES) partnered with Caterpillar to implement customized learning, engagement, and leadership programs that transformed key areas of the business:

• Cat Rental Division: Designed a personalized sales and service e-learning system based on customer and competitor insights.
• Expansion:Due to its success, the program scaled globally in 18 languages, driving service innovations.
• Cat Financial: Introduced a multi-year engagement process that fueled exponential growth, even during a recession.
• Track Type Tractor Division: Applied high-performing team models and Situational Leadership training, resolving a union crisis and improving collaboration.
• Global Employee Engagement: During the 2008 financial crisis, GES developed people-focused Lean methodology training, reversing engagement score declines and driving record-breaking safety and productivity improvements.

Results

• $400 million sales increase for Cat Rental, making it Caterpillar's fastest-growing division.
• $1 billion+ in customer value generated through global expansion.
• 16%+ improvement in engagement scores, even during an economic downturn.
• Maintained 100% workforce retention during the financial crisis, gaining market share while competitors downsized.