CUSTOMER CASE STUDIES
Discover why The Hub is the trusted
Intranet Portal for leading brands worldwide
RSA's Affinity Partner Team needed to provide support to over 2,500 customer-facing staff nationwide. They wanted to offer easily accessible product information and support guides, along with direct access to their expert panel to resolve queries quickly and easily.
The Hub was set up, branded and tailored to RSA's requirements to form their RSA Affinity Partner Hub. All remote staff were given one-click, single sign-on access to information, news, product guides, FAQs, incentive programmes and product updates.
The Hub has enabled RSA to engage more frequently and effectively with their partners, increasing efficiency by channelling enquiries more appropriately and providing a single source of support. The Hub also supports staff to increase product knowledge through online training and the wealth of information now available in one central, easily accessible place.
"Within the first 15 minutes of seeing the Hub in action, we knew it was the perfect solution for us and with some fantastic support from Pancentric this was launched with great success.
Pancentric Digital have been a fantastic partner to work with on the Hub project, their support, care and attention to making this work for us has been second to none.
The Hub is the perfect solution for our business, which is admittedly quite challenging due to the nature of several organisations working together, all with different requirements. The flexibility of the Hub is superb and I see incremental functionality and usability improvements being made by Pancentric nearly every week."
Each season, Ralph Lauren distribute digital marketing materials to their European retail partners for use online. They required a secure platform for their materials and a way of keeping the content restricted where necessary. They also needed to have visibility on which assets were being downloaded and accessed.
The Hub enables Ralph Lauren to securely upload and share seasonal collateral with their partners. Partners can download the materials directly from the Hub and the security features allow Ralph Lauren to restrict access to certain areas, ensuring that only relevant stockists can use them. Ralph Lauren can then track which partners have accessed the content and which have not, and send reminders out where necessary to boost engagement.
Each season, Ralph Lauren are able to track the assets downloaded. They have seen an average increase of 34% in the number of partners accessing and downloading the content from Fall 2014 to Spring 2015.
"We use the Hub every day to share content with our partners. It’s very customer friendly, easy to determine security settings and gives us great download and usage data. The Hub not only makes it easier to share assets with our partners, but it also helps us keep them accountable to using those assets, which was one of our biggest challenges in the past.
The interaction between the Hub and Enabler has also been a great benefit to us and allows us to track further performance metrics."
Global insurance broker Marsh employs over 2,000 UK people split across 50+ offices. Marsh operates in a heavily regulated, process driven industry with multiple systems/portals for staff to access. They are actively making acquisitions; bringing on board teams and businesses across the UK. They need to efficiently induct new employees, share best practice, store information and drive staff to their intranet software (BITE).
Using the Hub, Marsh were able to rapidly reshape BITE into a social insurance intranet with no interruption to business. They created bespoke home pages and content for newly acquired companies, enhancing the on-boarding process. Video streaming and blogging gave senior management the ability to supplement their traditional communications channels and give messaging a more personal feel – especially important due to the geographical spread of offices.
Marsh's Hub now provides a central login for various systems; streamlining process and avoiding confusion over systems access. The interactivity of the functionality is very popular and using blogs has been a great way to supplement senior management communications. Employees are actively engaged, contributing content and sharing company news.
We ran focus groups with staff – ranging from surveys of ‘what do you like/not like’ through to groups of staff running user experience testing and peer-to-peer discussion on what works and what they’ve seen at other companies. We took all of that and built it into our redesign of the whole site.
One of the things that works best for us is that staff feel like it’s ‘their’ intranet. It’s constantly evolving; a lot of the content is generated by the individual departments.
We have a small internal communications team so the ability to provide various levels of editorial control is key.”
Pinnacle Group are a national organisation spread across many offices. They wanted to break down silo working and enable staff to easily share knowledge and communicate. They had intranet software but it was dated, changes were difficult to make and involved a cost.
The Hub gave Pinnacle Group a central area for all staff to view news, events, best practice and company information such as HR and IT policies. It also provided staff with dedicated areas to store contract-specific information and the ability to chat to colleagues working on the same contracts but in different locations. They now share knowledge, advice and updates quickly and easily. Managers can identify any concerns and act quickly to improve processes.
Pinnacle Group now have a cost-effective, feature-rich and flexible intranet. It has become the central point for staff to access information and communicate with colleagues nationwide. They have even used their Hub to drive staff performance initiatives such as Christmas giveaways and an Easter Egg Hunt. Pinnacle Group also made use of the portal capability to build bespoke, branded areas for external clients and partners to login and access resources.
“Our Hub, which we call Compass, has made so much difference to the way we share information. We use it as an intranet and a client portal but it's really just an active space everyone goes to connect and a way for people to highlight and share successes and stories from their teams.
It’s a great showcase for our work and keeps our teams motivated and performing to the best possible standard.
New joiners can quickly see what our company culture is all about and how they fit into the structure, which is such an asset and helps get people initiated into the Pinnacle way and excited about our work.
Pancentric supported us fully through the launch and have been on hand to explain new updates and features. Plus, we’re actually saving money compared to our last intranet system!”