Case Study
BESPOKE INTRANET
SOLUTION
How we increased colleague engagement and process adherence by creating a one stop, feature-rich digital solution for colleagues communication and knowledge management requirements.
BACKGROUND
The bank was undergoing a major restructure, demanding strong internal communication to support its new direction.
Communication channels were few and fragmented. Over time, the company had developed 7 separate intranet sites—one for each department—now being merged under a single structure.
These sites ran on outdated platforms with little to no technical support. They relied heavily on specific individuals, making updates slow and expensive.
As a result staff engagement and communication scores were low, key messages were missed or ignored, confidence in internal content was poor.
Some teams even built their own guides to help serve customers. But these unofficial ‘bibles’ often included outdated or incorrect information, leading to service errors.
Communication channels were few and fragmented. Over time, the company had developed 7 separate intranet sites—one for each department—now being merged under a single structure.
These sites ran on outdated platforms with little to no technical support. They relied heavily on specific individuals, making updates slow and expensive.
As a result staff engagement and communication scores were low, key messages were missed or ignored, confidence in internal content was poor.
Some teams even built their own guides to help serve customers. But these unofficial ‘bibles’ often included outdated or incorrect information, leading to service errors.
The Objective
Our solution had to be maintainable by a shared service communications team with an audience of over 4,000 colleagues split across 2 directorates, 7 business areas and 6 locations.
It also had to enable the closure of 7 existing intranet sites and all existing knowledge management tools to provide a cost saving of £250,000 per year in existing support contracts.
It also had to enable the closure of 7 existing intranet sites and all existing knowledge management tools to provide a cost saving of £250,000 per year in existing support contracts.
What we did
We built a brand new interactive intranet from the ground up, with insight from the colleagues who would be using the solution every day.
The site was split into two sections…
theplace for communications and engagement content.
theknow for business specific knowledge management such as processes, how to guides and marketing information.
This helped the users find the information quickly whilst seamlessly sharing information across both sides of the site, reducing duplication and ensuring one version of the truth.
The site was split into two sections…
theplace for communications and engagement content.
theknow for business specific knowledge management such as processes, how to guides and marketing information.
This helped the users find the information quickly whilst seamlessly sharing information across both sides of the site, reducing duplication and ensuring one version of the truth.
Each business area had their own user profile, enabling specific and relevant information to be displayed through unique newsfeeds, navigation and search.
This resulted in both local and business wide messaging becoming more accessible and reaching a larger and more relevant audience.
We were also able to restrict certain processes to specific profiles, removing the risk of confusion and ensuring compliance of similar processes across the different departments.
This resulted in both local and business wide messaging becoming more accessible and reaching a larger and more relevant audience.
We were also able to restrict certain processes to specific profiles, removing the risk of confusion and ensuring compliance of similar processes across the different departments.
BENEFITS / RESULT
140%
increase in user engagement
11.5%
decrease in process errors
5.4%
increase in employee engagement
£200K
Enabled the closure of 7 historical sites and tools, saving the bank over £200k per year
"I love the new intranet theplace. It has everything we need access to, to keep us updated on bank news and with a click of a button all the colours change and you’re on theknow with really clear processes and easy to find knowledge questions."
Contact Centre Agent
.svg){kind=icon}
.png)