Client wanted to accelerate the implementation and use of content excellence and evolve customer engagement across all markets, through better content planning, coordination, and resource optimization
Lagged against its peers in launching centralized commercial capabilities to drive customer experience success
DT Consulting - an Indegene company, partnered with the client, from strategy to enterprise level implementation, to accelerate the launch and adoption of a new content capability - the MSM Content Hub. It helped benchmark and analyze the client’s content strategy. It then designed and setup a centralized content capability for the MSM region, including a service layer to drive adoption in a decentralized organization.
Thereafter, it implemented a change management program to drive stakeholder engagement and alignment with MCE training modules, and enable the local customer-facing teams to generate more customer-centric content and drive better utilization.
The MSM Content Hub helps the client to find the right balance between market teams that are responsible for the primary content creation and the in-market customer execution teams.
The “in-between service” functions as a catalyst for change; to inspire and empower client’s customer engagement leaders be future ready, and increase digital customer reach and engagement while decreasing cost-to-serve enabled by a future proof Content Hub capability.