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Dex Media brings distributed teams together with social collaboration tools and out-of-the-box innovations

  • Employees
    1,000-10,000 Employees
  • Vertical
    Communications & Media
  • Locations
    North America

About

Dex Media is a full-service media company that acts as a marketing department to thousands of small and medium-sized companies across the US. The organization has the experience and expertise to help businesses win, keep and grow their customer base. In addition, it can help smaller businesses market their products and services via its owned-and-operated web and mobile properties, including Superpages.com and DexKnows.com. dexmedia.com

Challenges

After a significant merger, the organization needed to create a strong, unified corporate culture, with tools for collaborating and sharing best practices across the business. As an additional challenge, its two legacy intranets were complex and expensive to maintain, update and support. To bring the organization together and simplify IT support, Dex Media decided to deploy Interact, which offered a solution that is easy to update and manage, as well as offering all the social collaboration tools the company wanted out-of-the-box.

Key Benefits

  • Rapid access to information in one place
  • Systems support reduced by 104 hours a month
  • A platform that supports a strong, innovative corporate culture
  • Increased collaboration and knowledge sharing, companywide
  • Social tools that bring distributed teams together

Multi-channel marketing company Dex Media is using Interact to bring distributed colleagues together, share knowledge, and build a corporate culture based on unity and innovation.

IT support is down from an estimated 110 hours a month for our former two intranet platforms to just 6 hours per month with Interact.
Suzanne Keen, VP of Corporate Communications, Dex Media

Companies that grow through mergers and acquisitions face particular organizational and technology challenges. Often, multiple systems and processes are inherited, increasing operational costs and complexity. It can also be difficult to bring new divisions and teams together to serve customers effectively and create a strong, clearly defined corporate identity.

These were some of the issues facing Dex Media, which delivers integrated marketing solutions to more than 400,000 small and medium-sized businesses across the United States. The company, which employs more than 4,000 people, went through a strategic merger which left it with two organizational structures, two sets of products and multiple IT systems, including two disparate intranet platforms.

Suzanne Keen, Dex Media’s VP of Corporate Communications, says, “With the two intranets in place we experienced high costs in terms of hardware, software, management and support. The old intranets were also complex and difficult to use, and we had to engage the IT team to make formatting changes to the template homepage or troubleshoot technical issues.”

The two platforms also made it difficult to disseminate important information to employees across the business. “There was no single place where our employees could access and share the information they need, and we relied way too heavily on email to keep people informed,” says Suzanne. “We could never be sure if important information and corporate news was reaching the right people at the right time, which was a major issue for us.”

To lower cost, bring distributed teams together and share knowledge and best practices across the business effectively, Dex Media decided to implement a new, group-wide intranet platform. “We wanted an intranet that was simple, intuitive, easy to use and update, with excellent search functionality,” says Suzanne. “We also wanted more sophisticated functionality, including social collaboration tools, to help us build a more innovative corporate culture.”

Our sales people need fast access to company news and product information. With the Buzz, they can connect to the various systems they need and find the correct contact details for people who can help.
Suzanne Keen, VP of Corporate Communications, Dex Media Inc.

All the information employees need in a single system

After evaluating a number of intranet platforms, Dex Media implemented Interact’s intranet software. “We chose Interact because it is easy to use, with a range of social features that bring our teams together,” says Suzanne. “It also has great search functionality, so employees can get to the information they need more easily.”

The ability to find relevant information quickly benefits staff across Dex Media, but especially the company’s sales teams. “Our sales people need fast access to company news and product information,” says Suzanne. “With the Buzz, they can connect to the various systems they need and find the correct contact details for people who can help with questions.”

All manner of information is available on The Buzz, from colleagues’ names to procedural documents, technical documents and HR forms. “We have links from our Interact homepage through to all our commonly used systems and documents, which saves a lot of time for employees,” says Suzanne. “In addition, this integrated system has eliminated the need for multiple passwords to key systems, which makes things easier for everyone, as well as reducing our support costs.”

Rapid adoption supports key collaboration goals

Interact has been adopted very quickly by Dex Media’s 4,000+ employees. “We did a lot of demos for staff before the launch to get people excited, and we made some instructional videos to help people get started,” says Suzanne. “We also hosted a scavenger hunt with prizes for people who completed certain functions, such as their profile, in the first week after the launch.”

The internal comms team continues to incentivize end users to engage via The Buzz, which ensures a high percentage of regular visitors. “At the moment, we’re giving prizes to top intranet ‘influencers’, which is proving very popular,” says Suzanne. “Momentum continue to build and we look forward to a future where everyone in the company visits their homepage regularly and collaborates with colleagues across the business.”

It’s a place where the entire company comes together to read the latest news, share ideas, and set up innovative projects.
Suzanne Keen, VP of Corporate Communications, Dex Media Inc.

Systems support reduced by 104 hours a month

With a single intranet to maintain and support, Dex Media is achieving significant operational time and cost savings. “IT support is down from an estimated 110 hours a month for our former two intranet platforms to just six hours per month with Interact,” says Suzanne. “As well as giving us a significant operational saving, the IT team can focus on our system consolidation efforts and supporting end users.”

In addition to these time savings, Interact’s intuitive content management tools ensure that all information is current and accurate for employees. “We can now look after content ourselves, which gives us a greater degree of control over what’s out there,” says Suzanne. “If something needs updating, we can do it right away – which means our information is always accurate and current for our staff.”

Increased corporate unity and collaboration

With Interact, Dex Media is building a strong corporate identity that brings distributed teams together and fosters a sense of unity. “By bringing together colleagues, processes and product information across the business, The Buzz has become a real focal point for our employees,” says Suzanne. “It’s a place where the entire company comes together to read the latest news, share ideas, and set up innovative projects.”

Dex Media has built a culture of knowledge sharing and collaboration based on Interact’s social tools. “In the past, my team just pushed out messages to teams and that was it,” says Suzanne. “Now, employees across the business have a voice and a place where they can share their ideas and opinions. They can post, comment and ask questions on The Buzz without asking anyone’s permission, which sets the agenda for greater openness and trust between managers and their teams.”

People are setting up team and project sites, commenting on posts and asking questions, and we are developing a more contemporary, entrepreneurial, forward-looking business culture as a result.
Suzanne Keen, VP of Corporate Communications, Dex Media Inc.

Modern, effective technology that reflects the company’s culture

The social elements of The Buzz reflect Dex Media’s image and activities as a modern, multi-channel marketing company. “The products we deliver to customers are really innovative in terms of how they work and the technology that supports them, so it’s great that we now have an intranet that truly reflects that,” says Suzanne. “People are setting up team and project sites, commenting on posts and asking questions, and we are developing a more contemporary, entrepreneurial, forward-looking business culture as a result.”

While social collaboration is thriving at Dex Media, the corporate communications team still isn’t satisfied. “We’re constantly looking for more people to blog, comment and share ideas on The Buzz,” says Suzanne. “Over time, this kind of social interaction will become the norm, and it will support every aspect of our business activities, as well as bringing us closer together as colleagues.”

An essential platform for the whole company

Due to the positive impact of The Buzz on Dex Media’s business, the company’s intranet was named runner up in the Interact Essential Intranet Awards.

“We were proud to be named in the awards,” says Suzanne. “With Interact, we’ve brought our people, systems and products together, and we’ve built a trusting, two-way relationship between employees and managers using Interact’s social tools. It’s a testament to what can be achieved with Interact, and we’re happy to be a part of it.”

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