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.