The Challenge

Due to the decentralized nature of the schools and the increasingly competitive educational marketplace, the client needed to present a cohesive, unified branding message across all campuses, while also communicating the unique personality of each school. There were competing priorities as each head of school wanted to ensure that his or her institution was fairly represented.

Clariti Consulting was called in to develop a marketing strategy that would speak to the customer base and communicate the key brand attributes.

Our Contribution

We began by performing a needs analysis. We interviewed key stakeholders from the various schools as well as senior leadership within the corporate office to gather input on a variety of criteria, including organizational strengths, company values and customer demographics. Based on this feedback, we developed a new Web architecture and creative strategy that:

• emphasized a handful of primary branding messages
• focused on the unifying characteristics of all client schools
• allowed for individual tailoring to address unique aspects of each campus
• was sensitive to cultural differences

The creative brief was pitched to the CEO and vice president of marketing. Upon approval, we developed and delivered the supporting Web content.

The Result

The client delivered the Web copy to its design agency and the new Web sites were launched successfully.

The Challenge

The client contracted a compliance auditing firm and began pursuing a SAS 70 Type I compliance certification. SAS 70 is an internationally recognized third party assurance audit designed for service organizations. It has become the most widely accepted compliance initiative that provides service organizations a benchmark to compare their internal controls and processes against industry best practices. Auditors review controls in a number of critical areas, including information security, system availability, application change control and computer systems availability.

Our Contribution

Clariti Consulting was retained to oversee the SAS 70 audit. Our action plan included:

• serving as primary contact for the auditors
• interviewing subject matter experts (SMEs) across all departments to gather information related to controls
• developing a knowledge management strategy to centralize information and ensure that pertinent knowledge was shared throughout the organization
• drafting a comprehensive report for auditors, detailing client controls across all departments
• creating a post-audit governance plan to ensure that controls were properly maintained

The Result

As a result of the successful consulting engagement, the client achieved SAS 70 Type I certification.

Based in Central Florida, the client is a leading pharmacy benefit manager (PBM) serving the workers’ compensation industry. The company helps beneficiaries fill prescriptions and manage claims online and is contracted with more than 95% of all U.S. pharmacies. Clients include workers’ compensation insurers, self-insured employers, self-insured funds and third party administrators.

By 2008, the client had outgrown the proprietary software solution it used to deliver its real-time clinical services. The decision was made to move the company’s PBM services into the cloud by deploying custom applications built on the Force.com platform (Salesforce).

The Challenge

Due to its length and complexity, the transition presented a number of challenges, including:

• outdated training programs and supporting documentation
• lack of formal information management practices
• lack of central repository for organizational knowledge

As a result, the quality of customer care was diminishing, employee mistakes were increasing and morale was suffering.

Our Contribution

Clariti Consulting was retained to assess the situation and provide relevant solutions. We immediately:

• performed a needs analysis
• implemented a comprehensive information management program to capture information from subject matter experts (SMEs) across all departments
• partnered with the CEO and senior leadership to identify and document correct/preferred training protocols
• collaborated with internal IT staff and external software developers to define core business outcomes, gather functional requirements and create business requirement documents
• created a comprehensive online, contextual “knowledge bank”, consisting of hundreds of written training solutions for employees, clients and business partners

The Result

As a result of the consulting engagement, we helped the client:

• learn new ways to gather, organize and disseminate knowledge throughout the organization
• streamline the software development process and adopt industry best practices
• develop accurate, contextual and user-friendly training materials for staff, clients and business partners
• reduce employee errors
• improve the quality of customer service
• transition to the cloud, saving the company $100,000 per year in infrastructure and personnel costs