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CASE STUDY

Personalized experience

Canadian Nurses Association automated portal improves member services while reducing IT costs

Company

50 employees

Industry

Service

Region

North America

Streamlining access for nurses

Canadian Nurses Associataion (CNA) recently made an historic decision to open its membership to licensed/registered practical nurses and registered psychiatric nurses. In addition to supporting current registered nurses, the organization’s membership numbers will expand and swell service demand.

CNA previously ran three different websites on three different platforms: the main website, the member portal, and a site for CNA’s Canadian Nurse magazine. Running these on disparate platforms increased IT complexity and costs. CNA aimed to streamline its infrastructure and processes while improving the user experience.

Challenge

  • Streamline and improve user experience
  • Simplify membership sign-up and certification processes
  • Increase CNA membership
  • Reduce IT complexity and cost
  • Consolidate from three websites on three platforms

Solution

  • Sitecore® Experience Platform™ (XP) (v8)
    • Multilanguage support
  • Sitecore® Experience Database™ (xDB)
  • Sitecore® Email Experience Manager (EXM)
  • Sitecore® Data Exchange Framework (DEF)
  • Integrations:
    • Microsoft Dynamics
    • Coveo
    • UCommerce
    • PSIGate
    • Avalara AvaTax

Result

  • Created online membership and certification portal
  • Personalized membership experience
  • Unified data access across multiple systems
  • Increased conversion and sales by 30%
  • Reduced related IT costs by 50%

We wanted to provide nurses with an online membership and certification portal, a simplified registration process, personalized membership experiences, and unified data access across multiple systems—all through single sign-on. That’s when we started taking advantage of Sitecore’s higher-value features.

Donna Dewar
Chief Operating Officer, Canadian Nurses Association

Increased membership, unleashed innovation

CNA consolidated from three web platforms down to one – the Sitecore Experience Platform. As a result of process improvements, calls and emails to the service center have decreased by 65%. CNA staff time—once spent processing memberships—now is free to support new programs such as professional development and accreditation.

CNA is also seeing increased membership renewals and a 30% rise in nurses becoming members while applying for their certifications—a dual action that gives nurses the advantage of cost discounts.

TechGuilds

At TechGuilds, we believe there is a pain-free way to implement a customer’s experience strategy. A more transparent, less complicated way, where results meet expectations. We’re obsessively passionate about helping organizations find that way.

We specialize in Sitecore, the global leader in experience management software. Our goal is to help enterprises maximize the return on their Sitecore investment by providing development, training, mentoring, support, personalization, and experience marketing services. Our work has received some heart-warming recognition, including several Sitecore MVP awards and Top Web Developer in Canada.

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