Improving every aspect of customer interaction with intuitive navigation and tailored user experiences.
APM is a global company that is growing exponentially. This means their audience is wide and content strategy exceptionally active. They have served 1 million people in the last year, helping them find employment and participate in their local community.
Approaching a solution by first conducting workshops is a great way to both understand the client, build relationships with stakeholders and form the foundation of what will later create a long-term solution. This is exactly what our team did for APM - a forward thinking organisation, ready to lead their industry in many ways, and that included all things digital.
As one of the world’s leading human services organisations with over 5,500 employees, APM required a website that was both powerful and adaptable to the needs of their staff and clients. With many of their clients having sustained an injury, illness, or disability, maintaining, and enhancing website accessibility was also a key concern. To ensure these requirements were met, their website would need to be redesigned and redeveloped, along with the creation of a digital strategy for shaping a complete customer experience platform.
A website to match the expanse of services offered by a national company.
Our team ran a series of digital analysis workshops at APM’s head office to identify their specific requirements. This included multiple website User Experience (UX) and User Interface (UI) workshops to ensure enhanced customer satisfaction and usability of the site through the development process.
This provided an opportunity to understand how the website was to be used in the future, the problems users and staff experienced with the current site and an in-depth discussion on key features.
At the end of these consultations, we had a clear picture of what APM would require:
- An aesthetically appealing, mobile-friendly website.
- All website content and design compliant with WCAG AA standards, including screen reader and help functions.
- Powerful search functionality allowing for cross-site, sub-site and within-document searching.
- Dynamic content, including the display of statistical information for each of the services APM provides their clients.
- Social icons and page-sharing functionality, aligning to APM’s marketing and promotional goals.
- Campaign management allowing the creation, tracking, and reporting of marketing campaigns.
- The ability to directly import job opportunities from the Action HRM system.
- Website administration tools such as content scheduling, tailored user permissions, document hosting and a standalone media library.
Once these requirements were clear and APM’s digital strategy finalised, our team got to work on developing their new website, with Kentico CMS as the base platform.
In a digital first world, APM had a keen focus to activate their website’s potential.
APM is no longer at the mercy of an inflexible, costly content management system. Instead, their new platform encompasses a range of technologies with numerous integrations, not only improving every aspect of customer interaction, but also APM’s internal business processes. In addition, Integranet Digital devised and delivered a digital strategy for an ongoing series of projects to produce a customer experience platform.
The new website’s intuitive navigation and tailored user experiences resulted in increased satisfaction with APM’s online services. But it’s not just their clients who benefitted. APM staff now have access to powerful integrations developed by our solution architect for ATLAS – Case Management Application, Action HRM, Service Now, MS Dynamics and Open Gallery server.
Both staff and APM clients are now also able to access a new web portal which boasts custom user types and role permissions, dashboard functionality, document hosting, a robust media library and notification system.
We supported their vision and growth not just locally, but on a global level.
APM can take their website and online services to new heights, supported by a prescient and formidable digital strategy. They can continue to grow their client base and online services, feeling confident that their website will be up to the task of supporting both staff and website visitors.
What’s next for APM? To continue leading their industry through quality services and a digital focussed strategy.
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