Customer-Success-eBook

CUSTOMER SUCCESSHow Our Customers Deliver Exceptional

Digital Experiences with OrchestraCMS

CASE STUDIES

ContentIntroduction ................................................................................... 3

AIMIA ................................................................................................ 4

AstraZeneca .................................................................................. 6

Diabetes Victoria ........................................................................ 8

Les Mills ....................................................................................... 10

Beacon Trust ............................................................................. 12

Sleepy’s ........................................................................................ 14

Conclusion ................................................................................. 16

About Stantive ......................................................................... 17

@stantive | www.stantive.com

Customer Success: How Our Customers Deliver Exceptional Digital Experiences with OrchestraCMS


IntroductionAs the newest member of the Customer Experience team at Stantive I’m constantly asking “What

does it take to deliver the ultimate experience for a customer?” “How do I make working with Stan-

tive and OrchestraCMS memorable?” I’ve read countless e-books, blogs and even taken an online

course on the fundamentals of Customer Experience in an attempt to answer this question.

The answer is simple: relationships! I always gain the most from my one-to-one interactions with

clients; when I’m getting to know who our customers are, how they’re using our products and what

their expectations are of our services.

Customer Experience is a differentiator and integral component of our corporate strategy. At

Stantive, we take a holistic and proactive approach to ensure our customers are leveraging our

products to the best of their ability, exceeding business objectives and realizing the full value of

their investment. Our newly expanded CX team is evidence of our commitment to the success of

our customers and partners.

We collaborate closely with our customers to help them engage in meaningful relationships with

employees, partners, and ultimately their own customers. As you will see in this eBook, our cus-

tomers are creating remarkable experiences of their own with OrchestraCMS.

Whether you’re offering web content management or selling lemonade at a stand, personalizing

the customer experience can seem difficult. However, collaboration with customers, asking for

feedback and a focus on continuous improvement certainly goes along way when it comes to cus-

tomer success.

We all have the ability to deliver a great customer experience!

Devon ThompsonDevon Thompson

Senior Manager, Customer Success

The capabilities delivered by OrchestraCMS have been instrumental in connecting our employees and making them feel part of Aimia.

Mark Andrews, General Manager IT of Aimia

Aimia is a data-driven marketing and loyalty analytics firm that has expanded rapidly over the

last five years. The Montreal-based organisation manages popular loyalty programs such as Air

Canada’s Aeroplan and Nectar in the UK and Italy. With a number of acquisitions, Aimia now has

4,000 plus employees working in 20 different countries.

Aimia is supported by Stantive’s Certified Implementation Partner, Stratus360.

www.aimia.com

http://www.aimia.com



Aimia ‘makes business personal’ for its partners, customers and now their employees, using Salesforce and OrchestraCMS for its global intranet

OpportunityAimia’s mantra is to “make business personal” for their customers and partners and it was obvious

they needed engage employees to the same degree. Existing intranets (four total) were in place but

were:

• Difficult to use with multiple clicks to access critical systems and documentation

• Content creation was dependent on a small, centralized team

• Content was not specific to an employee’s role, location or language

• Publishing content and pages was dependent on IT and lacked overall governance, publishing

workflows and approvals

Solution With Stantive’s Certified Partner, Stratus360, Aimia uses OrchestraCMS and Salesforce to deliver

Topspot -- a single intranet to engage their global workforce, empower content owners to provide

a more steady stream of news and alleviate the burden on IT.

Result• Improved usability with a three-clicks or less commitment for employees to access what they

need

• Decentralized content creation utilizes Salesforce workflows and approvals to provide a steady

stream of approved content and news

• Employees see content based on role, language and location based on their Salesforce profile

• Topspot is also a gateway to Salesforce Sales Cloud and Chatter

Employee engagement is our number one priority and OrchestraCMS helps us achieve that. People really feel part of a global entity... It’s made Salesforce come to life for us.

Philip Martucci, Global Intranet Project Lead, Corporate Affairs at AstraZeneca

AstraZeneca is a global biopharmaceutical firm and spans the entire value chain of medicine

from discovery, early- and late-stage development to manufacturing and distribution, and

commercialization. One of the pillars of its success is to attract great people and provide a

vibrant, collaborative work environment. This is no small challenge with AstraZeneca employing

more than 65,000 people globally.

www.astrazeneca.com

https://www.astrazeneca.com



AstraZeneca’s Nucleus is a global intranet that serves 65,000 employees in 10 different languages.

OpportunityAstraZeneca wanted a new corporate intranet that would empower its global workforce to collab-

orate and share information across any device. AstraZeneca’s existing intranet was:

• Fragmented with different portals for different teams and countries

• Content was difficult to publish, find and often out of date

• Not mobile friendly or socially enabled

SolutionPowered by OrchestraCMS, AstraZeneca’s “Nucleus” is where employees from across the globe

come together to share content and collaborate more socially. Employees now access a single

intranet, from any device, where content is targeted, dynamic and personal. Instead of separate

portals for each language, content is served in ten languages, driven by the profile preferences set

up by users.

Nucleus is an intranet but functions more like a news site or social media outlet with frequent up-

dates and with OrchestraCMS enabled Chatter, employees can like, share or comment on articles.

Nucleus also has 275 content contributors who create, manage and publish content independently

of IT.

Result• An engaged employee community that serves 65,000 employees in 10 different languages

• A mobile-first design that allows users to subscribe and manage content preferences

• Employees like, comment and share with Salesforce Chatter enabled content

• Salesforce Workflows provide 275 content contributors to publish approved content inde-

pendently of IT

We wanted to set a new standard in the way charities engage digitally with their stakeholders and we’ve achieved that with Data Colada and the new website on built on OrchestraCMS.

Lalith Abeysena, Chief Operating Officer of Diabetes Victoria

Since 1953 Diabetes Victoria has been the leading charity and peak consumer body working to

reduce the impact of diabetes.

They are committed to minimizing the impact of diabetes in their community, helping all people

affected by diabetes and contributing to the search for a cure. Their work covers type 1, type

2 and gestational diabetes, as well as programs for people at risk. They rely heavily on the

generosity of community of members and supporters to help fund their diabetes education,

awareness activities and research.

Diabetes Victoria is supported by Data Colada, a Stantive Implementation Partner.

www.diabetesvic.org

https://www.diabetesvic.org.au



With Salesforce and OrchestraCMS, Diabetes Victoria sets a new standard for charities who want to engage digitally with their stakeholders.

OpportunityWith Salesforce Marketing Cloud, Diabetes Victoria has doubled their online membership to

40,000 in the last three years. They aim to have 150,000 active website users in the next five years

- half of all registrants in the state diagnosed with diabetes.

Primary interaction with members, registrants and supporters is online but their website was

fragmented and information was difficult to find. Diabetes Victoria wanted to make it easy for

users to access services and take positive action in preventing and reducing the impact of diabetes.

SolutionWith Salesforce and OrchestraCMS, Diabetes Victoria’s website can now authenticate users and

deliver targeted, personal online experiences. OrchestraCMS uses a members’ Salesforce profile

and the Product Catalogue to serve content, products, services and education based on their

language (8 total), diabetes diagnosis and member type.

Data Colada has integrated OrchestraCMS and BigCommerce eCommerce and Commonwealth

Bank payment gateway to create a friction-free purchasing experience for Diabetes Victoria

members.

Result• More funds for research and education - with back office operations natively integrated with its

online community powered by OrchestraCMS

• An enhanced experience for donors - with a responsive website that interacts with subscribers

at every login, remembering their diagnosis, language, level of discount for online purchases,

previous activity with health and education programs

• Online transactions and clothing donations have increased dramatically since installing

OrchestraCMS in late 2015

Engagement and efficiency are through the roof and we’re able to provide a much greater level of service to our instructors and clubs.

Aaron O’Brien, Chief Technology Officer,Les Mills International

Les Mills International is a power-house in the global fitness industry. Nearly 4 million people

worldwide work out weekly to its popular fitness classes, including BODYATTACK™ and RPM

™. The New Zealand-based company has a presence in 15,500 health clubs and a tribe of more

than 100,000 instructors across the globe.

www.lesmills.com

http://www.lesmills.com



Les Mills increased engagement across audiences and creates revenue opportunities using OrchestraCMS

OpportunityLes Mills wanted to completely transform the way they did business. With a vibrant brand and

their physically active and social audiences, Les Mills needed to amp up its digital presence with

communities to drive engagement and deepen customer relationships.

SolutionWith Salesforce and OrchestraCMS, Les Mills engages audiences across digital channels with

targeted content based on users’ Salesforce profiles, online activities and preferences. Content is

dynamic and supports the customer journey with product, training and certification suggestions to

purchase based on taught or attended classes and locations.

Les Mills also uses OrchestraCMS to enable self-service so instructors can train and certify online.

Clubs can manage events, search and create affiliations with instructors and search for Les Mills

programs.

With OrchestraCMS, instructors now can purchase and download online kits with music and

teaching materials. Les Mills, the largest exporter of music in the southern hemisphere, saves on

shipping costs and has dramatically reduced their environmental footprint by eliminating the plastic,

packaging and fuel used to ship materials across the globe.

Result• Authenticated digital channels to address all audiences

• Targeted content provides product and service upsell opportunities with ecommerce integration

• Customers use self-service for training, certification, programs, events and connects clubs and

instructors

• Digital Media Kits have replaced costly shipping and environmentally harmful packaging

products

• Responsive design, accessible on any device

OrchestraCMS delivers a better experience for our customers and prospects, increasing the average duration of visits and has improved the overall brand of our firm.

Denis Belinskiy, Assistant Vice President, Beacon Trust

Based in Morristown, New Jersey, Beacon Trust is a full service wealth management firm with

approximately $1.04 billion in assets under administration and decades of proven success,

superior solutions and exceptional client service.

www.beacontrust.com

http://www.beacontrust.com



Beacon Trust dramatically improved their customers’ digital experience and enhanced the overall brand of their firm

OpportunityBeacon Trust wanted a 100% cloud-based website content management system that integrated

with Salesforce -- OrchestraCMS was the best choice and the only native CMS on the Salesforce

platform.

Beacon Trust wanted to improve their customer’s online experience and make it easier to find news,

research, support, as well as provide access to their advisors in real-time.

SolutionWith a newly designed public website, Beacon Trust delivered an improved online experience for

their customers. Their new site includes an integrated news feed, research materials, calendars

for scheduling client meetings -- all easily executed with Salesforce data and powered by

OrchestraCMS.

With OrchestraCMS, instructors now can purchase and download online kits with music and

teaching materials. Les Mills, the largest exporter of music in the southern hemisphere, saves on

shipping costs and has dramatically reduced their environmental footprint by eliminating the plastic,

packaging and fuel used to ship materials across the globe.

Result• Real-time access to resources and support

• Calendars and appointment requests using Salesforce fields and objects

• Workflows to ensure brokers are immediately notified of customers’ online activities

• Increase in average duration of site visits

• Improved overall brand experience

OrchestraCMS is - in a word - amazing! We did it all, on a new platform, and the roll-out was successful; one of the smoothest IT roll-outs I can remember in my career.

Lori Broskett, Manager of Portal and Training, Sleepy’s

Sleepy’s, LLC is a privately owned, four-generation mattress retail company founded in 1931 in

Brooklyn, New York, with over 2,900 employees and over 1,000 stores.

www.sleepys.com

http://www.sleepys.com



Sleepy’s intranet supports and engages employees with content based on their job function and location.

OpportunitySleepy’s intranet was a critical business application that employees needed to perform their job.

Unfortunately, with widely different job functions across the organization and varying accessibility

to technology, their intranet was failing employees.

For corporate executives, warehouse managers and front-line retail sales professionals spread

across 1000 locations, it was essential that Sleepy’s create seamless digital experiences that were

connected, contextual and collaborative.

Sleepy’s wanted to support and engage employees with content based on their job function and

location.

SolutionPowered by OrchestraCMS and Salesforce, Sleepy’s intranet now delivers personal, digital

experiences to employees across the organization. From the CEO to delivery teams, employees

access real-time content based on their Salesforce profile on any device.

Sleepy’s extended the OrchestraCMS media library with Amazon Web Services and captures every

interaction with Google Analytics.

Content and pages are created independently of IT with dynamic, intuitively designed templates.

Result• A single end-to-end business platform to support back office systems and employee community

• Content is dynamic and targeted based on an employee’s role and location

• Content and pages are created and published independently of IT

• Intranet is available on any device to better support mobile workforce



Conclusion

The whole approach and concept of customer experience is changing. At Stantive, we believe that

solid relationships built on trust and shared purpose is the only path to customer success. We

collaborate with our customers every single day to help them engage in meaningful relationships

with their employees, partners, and ultimately their own customers.

We appreciate you taking the time to learn about how some of our amazing customers are

delivering powerful digital experiences to their customers with OrchestraCMS!

Want to learn more about OrchestraCMS? Visit us at stantive.com/solutions

About StantiveStantive Technologies Group is a Salesforce Platinum ISV Partner and is revolutionizing the

content management industry. Stantive’s OrchestraCMS empowers Fortune 1000 customers

across the globe to create, manage and publish content dynamically in a fraction of the time it

takes using a legacy content management system (CMS).

OrchestraCMS is a CMS developed 100% native on the Salesforce AppCloud. OrchestraCMS

leverages Salesforce data, infrastructure and security to enable custom user interfaces,

dynamic user experiences and personalized content across digital channels including Salesforce

Communities, social media, portals, intranets, websites, applications and services.

Stantive customers are supported by a robust ecosystem of certified OrchestraCMS partners.

OrchestraCMS also has a rich set of APIs to enable development of custom solutions, third-party

integrations and deliver digital transformation initiatives on the Salesforce platform.

More information about Stantive solutions and services can be found at:

www.stantive.com

@Stantive

http://www.stantive.com

http://twitter.com/stantive

Customer-Success-eBook

Documents

Transcript of Customer-Success-eBook