This Fortune 50 global pharmaceutical company saw the need to better utilize their existing Sitecore platform aimed at connecting their employees with on-demand services, tasks and relevant hyper-targeted communications. The problem? Their current platform was perceived as an inefficient engagement portal, not the agile business platform stakeholders intended it to be. Their users had questions: “What is the objective of this program?…Is this a one-stop-shop for everything digital?” This perception, conflicting goals for deflecting ticket submissions and a missed opportunity to promote itself as a problem-solving knowledge center strayed into a vessel for more technical problems, rather than solutions; decreasing the value of the program.
After implementing robust frameworks and reconciling the differences between goals and user needs, Veracity evolved their platform experience. Intentionally delivering increased engagement through personalization tactics, streamlined interaction, strengthened program awareness & retention as well as enabled innovative features for enhanced functionality.