Skip to main content

Cable & Wireless Communications accelerated a major business transformation with Interact

logo - cable and wireless communications
  • Employees
    1,000-10,000 Employees
  • Vertical
    Technology & Software
  • Locations
    North America, South America

About

Headquartered in Miami, Cable & Wireless is a market-leading telecommunications and internet service provider with operations in the Caribbean, Panama, Central America and the Seychelles. The company operates an extensive sub-sea and terrestrial network infrastructure that covers 26,000 miles, and connects 42 countries. Cable & Wireless has 3.7 million mobile subscribers, 1.1 million fixed-line customers, and 388,000 broadband customers. cwc.com

Challenges

Cable & Wireless needed to rapidly deploy a new, group-wide collaboration platform to support a major merger, and deliver an extensive corporate rebranding and communications program. After evaluating 15 intranet platforms, Cable & Wireless decided to deploy Interact’s intranet technology and launched a successful cloud pilot in just 3 weeks.

Key Benefits

  • Cloud pilot delivered in just 3 weeks
  • Rapid deployment to 7,500 staff
  • Improved team collaboration
  • Full-featured intranet out of the box
  • Significant savings on IT infrastructure and support

Leading fixed and mobile telecommunications provider Cable & Wireless Communications has deployed Interact to accelerate its major business transformation and corporate rebranding programs.

Interact is the perfect collaboration platform for a modern, geographically distributed business like ours. It offers all the advanced collaboration features we needed to transform the business and it really stood out in terms of ease of development, ease-of-use, and ease-of-deployment.
Oraine Godfrey, Director of Digital Marketing and Operations, Cable & Wireless Communications

Cable & Wireless is a leading telecommunications and internet service provider in the Caribbean and Latin America, with more than 5 million mobile and fixed-line customers, 44 store locations and operations in 15 markets. In recent years, the company, which is headquartered in Miami, has undergone a major business transformation, emerging stronger than ever.

The process started with the acquisition of regional infrastructure giant Columbus Communications. While the move dramatically extended Cable & Wireless’ fixed and mobile networking assets, it also left a tangled web of legacy processes, IT systems, and products, increasing operating complexity and costs.

Cable & Wireless saw the Columbus merger as a catalyst for a broader business re-engineering program aimed at increasing stakeholder and customer value. As well as creating a single set of systems and processes for the newly created organization, the company wanted to rebrand its four regional retail divisions under a single, unified brand – FLOW – to create a strong, group-wide identity and standardized services across the Caribbean, the Seychelles and Panama.

To deliver its transformational goals, senior managers worked with all major functions across the business, from finance and HR, to IT and marketing. However, a number of internal communications challenges quickly came to light.

Overcoming the challenges with Interact

With a clear vision for team working across the business, Godfrey went to market for a centralized, full-featured intranet platform that could be trialed and launched quickly. After evaluating a total of 15 different systems, he ultimately opted for Interact’s intranet technology.

“Interact is the perfect collaboration platform for a modern, geographically distributed business like ours,” he says. “It offers all the advanced collaboration features we needed to transform the business and it really stood out in terms of ease of development, ease-of-use, and ease-of-deployment.”

Each division had its own intranet, so there was no clear way for teams to engage with one another, and no forum for two-way communications between teams and managers. Before we could get our business transformation underway, we needed an easy-to-use, easy-to-develop platform to help all our teams communicate effectively and pull together – and we needed it fast.
Oraine Godfrey, Director of Digital Marketing and Operations, Cable & Wireless Communications

A working cloud pilot in 3 weeks

With the success of the business depending on better collaboration, Oraine needed to get a working pilot of the intranet up and running as soon as possible. With Interact, the task was easy, and he was able to build a working intranet in the cloud and launch to 300 US users in just 3 weeks.

“The board was expecting the pilot to take six months, but Interact’s efficient, effective developer tools and project management got us up and running in just 3 weeks,” says Oraine. “Interact is ridiculously easy to use and widgets make it fast and easy to build pages and move content around – it all helped us go live so much faster.”

The pilot site was branded with the Cable and Wireless logo, supporting the unification of the group and helping to create a standardized user experience for teams across the Caribbean and Latin America.

An efficient, centralized operating model

Focusing on the Interact features that were most popular during the pilot, Oraine rolled out Interact to 7,500 employees across the company, laying the foundations for a centralized operating model. “Once we had the pilot up, it was pretty simple to roll the platform out to thousands of additional users,” he says. “The new intranet was a major success factor for integrating Columbus into our business and bringing all our retail divisions together under a strong, unified brand.”

By fostering teamwork and collaboration, the intranet helped to eliminate duplicated effort during and after the Columbus merger, delivering time savings for employees across the business. “HR and Communications staff members used to spend their time answering employees’ questions about the merger and what it meant for them, but people now get the information they need from the intranet, helping teams focus on their core tasks.”

Interact is ridiculously easy to use and widgets make it fast and easy to build pages and move content around – it all helped us go live so much faster.
Oraine Godfrey, Director of Digital Marketing and Operations, Cable & Wireless Communications

Social tools for business success

In the past, communications at Cable & Wireless were top-down, with no platform for open, two-way communications with senior managers. Now, Interact’s social collaboration tools are helping the company to foster employee participation at all levels.

“Interact’s forums in particular have helped to foster collaboration between teams and managers,” says Oraine. “People are happy to comment and share their views, and senior managers frequently answer points raised there. If a post gets 20 votes, it’s also forwarded to the senior management team for review, which means employees at all levels of the organization can contribute to our success.”

Team areas are also extremely popular with users, helping them to streamline project management and delivery. “36 hours after setting up the pilot, 6 team sites had already been created with no introduction of the feature,” says Oraine. “Today, we have more than 30 active teams on our intranet and the number is growing all the time.”

Oraine used Interact’s analytics to find out which features of the intranet were being used and how, addressing any adoption issues with targeted training programs. “We have seen a ‘fear factor’ around some Interact features, such as HR forms for example,” says Oraine. “By providing training and showing employees how these kinds of tools make their lives easier, we’ve been able to get past people’s initial concerns and achieve very rapid adoption.”

We gave the intranet a strong brand identity and highlighted group-level news, events, rewards and successes on the homepage. The site is relevant for everyone, and it creates a real sense of community, whether employees speak English or Spanish, and whether they are based in the US, the Caribbean or Latin America.
Oraine Godfrey, Director of Digital Marketing and Operations, Cable & Wireless Communications

Increased staff productivity

Now that the corporate restructuring and rebranding programs have been delivered, Cable & Wireless employees continue to collaborate and save time with Interact. “With the intranet search, team members can find the information they need faster, and People Directory is great for finding, and connecting with colleagues,” says Oraine. “The intranet saves us time and makes us more productive, which helps us focus on our core tasks and, ultimately, helps to improve services for our customers.”

The intranet is also delivering major time savings for intranet administrators and the IT team. “Members of the communications teams can go into the intranet and make changes without any input from the IT team, ensuring that content is relevant and dynamic,” says Oraine. “It’s also great news for the IT team, who don’t have to get involved in routine administration tasks.”

Cable & Wireless Communications has also reduced its IT costs with Interact. “We’ve replaced six disparate intranet platforms with Interact, and the result is a much more efficient, streamlined IT environment,” says Oraine. “As well as helping us to reduce hardware, licensing and management costs, the centralized intranet has also improved our information security.”

Continual improvement and ongoing support

The Interact team is constantly developing new features for customers, keeping the platform fresh and relevant. “I love the fact that Interact is constantly going through new development cycles, and the user community is actively involved in shaping the future of the platform,” says Oraine. “This was something I couldn’t find with other intranet providers, and it’s a major plus point for us.”

The availability of extra modules is also a great benefit for Cable & Wireless, ensuring that its intranet never becomes obsolete. “We know that Interact offers a wide range of non-core modules should we need them,” says Oraine. “The platform will grow with our business, which will extend our returns on investment long into the future.”

As an additional benefit, Interact provides all the ongoing business and technical support Oraine needs. “Whenever I implement a new technology, I need to know that help will be available if things should go wrong,” he says. “As well as getting direct support from Interact whenever I need it, I can rely on the Interact global community for answers. It’s the icing on the cake for a truly great intranet platform.”

Essential intranet guide

A must-have guide for every stage of your intranet journey.

Download our free guide and learn how to get the most from your intranet; whether you're looking to make improvements to your existing platform, or you're planning a new project.

Free intranet guide

Plan & deploy a successful intranet with our most popular guide

planning and deploying cover image Download now