Case Study

Improving user adoption of content through change management planning and automated metrics reporting.

A client challenge

A large, global pharmaceutical company wanted to understand how digital assets in its content factory were deployed and consumed across its various regions and a benchmark of these factors against peer organizations.

From these findings the organization wished to extract best practice on each asset across three points: customer understanding, content strategy and unification.

Our approach to the client challenge

DT Consulting undertook a rigorous 9-month engagement that included the following four steps: 1) defined the change management requirements needed. 2) Constructed a weighted scorecard to assess individual digital asset usage by region. 3) Used the scorecard to undertake a comprehensive assessment of the client and wider competitions capabilities by asset/region. 4) Performed a gap analysis to identify best practice.

Client impact

Based on the findings of the benchmarking exercise, DT Consulting was able to provide numerous recommendations for change management planning, improvement of point processes, including automated metric reporting, and the unification of assets in the content factory to provide more cohesive customer journeys. In addition recommendations were made to consolidate underutilized assets, resulting in 400 websites been decommissioned.

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