Introduction

When you have 300,000+ employees, five million daily customers, and multiple business lines each with their own legacy processes, delivering high-quality, personalized content can be a daunting task.

This was the challenge faced by our client, the leading provider of healthcare and retail pharmacy services in the United States. Each business unit functioned with unique processes and disparate tech stacks, creating significant hurdles to seamless integration.

In mid-2023, the company partnered with MERGE to unify its global systems, enhancing visibility across all entities within the enterprise. Together, we implemented large-scale work management changes and identified Adobe Workfront as the connective framework, creating a single content supply chain that spans all business units and technologies within the organization.

Read on to discover how our collaboration transformed their operational landscape.

Challenge

Our client recognized that meeting the goals of this ambitious undertaking required a seasoned platform partner to guide them, as well as an experienced team to ensure project goals were met. 

Our client was looking to accomplish the following: 

 

• Align client stakeholders with work management vision and goals.
• Introduce, promote, and apply common practices/solution sets across teams.
• Guide stakeholders at various stages of automation, and integration maturity.
• Standardize ways of work, including common processes, and taxonomies.
• Coordinate external service providers deploying at the project level.
• Identify and escalate program-level issues and risk—and provide reporting.

Outcome

MERGE provided transformation advisory services. Working closely with subject matter experts and champions at the enterprise and brand levels, MERGE established five key work transformation foundations:

 

• Define the value of a work management program

• Assess the enterprise and brand operating model

• Align on enterprise and brand goals

• Define an adoption strategy to support enterprise and brand efforts

• Define a change management strategy to support enterprise and brand efforts

 

Corresponding recommendations were made for each, feedback was solicited, and buy-in was achieved.

Through these five steps, disparate teams were brought together to align on common solution sets and business practices. MERGE also shared current state assessments by division and a roadmap plan for Workfront initiatives to optimize their operations.

Results

The MERGE team worked as an extension of the client’s internal marketing team throughout the initial engagement, increasing visibility between and among all entities via an enterprise database, and significantly broadening the impact of Adobe Workfront on their overall success. 

The 2024 strategic roadmap was a key output, ensuring the organization’s vision to unlock the power of connected data to benefit consumers stays on course.

Providing personalized experiences that customers demand is essential for the client's growth and scalability, allowing the organization to continue offering high-quality, affordable services the company is renowned for.