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Reimagined communications platform to engage franchisees

Our client, Subway, is an American multinational fast food restaurant franchise that specializes in submarine sandwiches. It is the largest restaurant operator in the world with 37,000 locations across 100 countries and territories.

What problem we were asked to solve?

Subway’s existing communications site for field comms was meant to provide operational and marketing updates across 350K+ users. However, it lacked user-engagement because of the difficulty to navigate the site and search. It was riddled with defects that took months to resolve. Moreover, the on-premise hosting resulted in significant tech-support costs on an application that wasn’t fully serving stakeholder needs.

Our approach

  • Working with Subway, we identified key improvement themes across three dimensions: Ease of use, enhanced search, tailored content for regional and international personas while involving minimal IT involvement in upkeep of the new communications platform.

  • We helped select and implement a SaaS based communications platform by Interact Software. 

  • Given the vast complexity of the landscape in which Subway operates, implementing the new platform required a comprehensive change management strategy. Without it, there was a risk of encountering the same issues that plagued the previous site. Gravitas in partnership with Subway led the change management and training workstream. 

Outcomes and success in the words of the client

“This re-platforming project was a labor of love that was, crucially, powered by user feedback. It’s a game changer in many ways,” said Rafael Sangiovanni, Director of Multimedia on Subway’s Communications Team.
“There’s been so much excitement about the re-launch, and we’re thrilled to continue evolving the site.”

Interact Software, a leader in intranet solutions, played a crucial role in creating this user-friendly platform, while Gravitas provided strategic insights to shape "The Feed" into a vital asset for Subway.

Key outcomes


increased user-engagement


recurring savings from SaaS migration


views within 1st week of launch

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