Business impact
Integria Healthcare's efforts had a significant impact on both customer experience and business outcomes for their many brands and the company as a whole.
reduction in time to market from conception to go-live for new brand sites
reduction in the time spent on content authoring and updating
Challenge
Integria Health (Integria) needed to to solve for three key areas to enhance their customer experience.
- Identity - by creating a seamless single sign-on experience across their multiple brand sites.
- Deployment of a new modern and future-forward tech stack to support the marketing team's new brand look and feel.
- Consolidation of the registration process into a single workflow, improving the overall customer experience, reducing the workload, and increasing agility/efficient across multiple corporate and brand websites.
Strategy
For Integria, the focus was on addressing several key areas critical to the success of their digital transformation journey.
The approach to delivering success in the digital transformation category involved a comprehensive strategy that addresses the unique needs of each client. Integria discovered and implemented a best-of-breed CMS solution, which included a refreshed UI, design system, data migration, and publishing operations. By using a headless CMS, we empowered Integria to share content across their multiple brand websites and ecommerce storefront, improving their overall online presence.
To further enhance the user experience, they designed and developed a completely new front end using React.js. This new front end featured custom and reusable components that could be automatically re-themed based on the branding of the website. This reduced the initial IT spend of onboarding new brand sites to the platform and had longer impacts of reducing the IT operational spend of the platform.
They also implemented a common Identity platform (Okta) to provide functionality such as gated content and authenticated access for different customer types. The rollout of Okta has allowed Integria to begin their journey around understanding how their customers are interacting with their retail brands, thus allowing them to get a single view of their customers.
Lastly, Integria integrated content into Microsoft Dynamics 365, which unified the registration process into one consolidated workflow. This reduced the manual IT effort required to keep the customer database up to date.
These solutions positioned Integria for success by improving their overall online presence, enhancing the user experience, creating brand and content consistency and governance, and significantly reducing IT and TCO costs.
Method
A composable, headless CMS such as Kontent.ai, enabled Integria to best facilitate the sharing of content and assets across the full suite of Integria branded sites. By implementing the cloud-native Okta Identity Platform, Integria was able to deliver a easy-to-use single sign-on experience for customers. Integria established a series of microservices that accomodated the registration process with API integrations into Okta and Microsoft Dynamics, facilitating a seamless end-to-end experience. The scalable front end was driven by a React JS website which delivered a unique UI experience built across multiple sites, yet built of the same set of components and templates with theming applied.
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MACH Alliance partnerships
Integria is the parent company and distributor of global leading nutritional and complementary healthcare brands, headquartered in Australia. They offer a range of natural products both as wholesalers and through their own direct to consumer channels where they also connect healthcare practitioners with patients. They have their own ranges of retail and practitioner-only brands, with each brand having its own website.
