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Rakuten Medical

Customer Story

A global biotechnology company with an incredible mission: to pioneer compassionate approaches to cancer treatment.

15,000+

Medical
Global

The Challenge

The corporate intranet portal Rakuten wanted had to be easily accessible across the world and cater for different languages. It also had to be implemented quickly, especially for employees working in remote teams.

The Solution

The client’s goal was to promote communication and connect employees through a customizable, attractive internal site.

The Result

Rakuten now has a robust and scalable intranet that continues to grow and expand. The onboarding workflow for new staff is a massive 75% faster. Lots of other processes are speeding up too, like ordering employee hardware and key cards. Particularly popular is the new portal for the client’s Japan call centre. Everything is now faster, easier, and more helpful. What’s not to love?

Create a connected workforce

The primary goal of the project was to promote communication and connect employees through a customizable, attractive internal site. Larry Tom, IT Applications Manager for Rakuten Medical, knew the portal had to be up and running quickly to address these long-standing needs.  

“I began evaluating vendors who could help us accelerate the process of building an internal portal,” Larry said. “At the same time, we identified several manual processes within the business that were often time-consuming and lacked proper accountability.”   

Rakuten Medical began looking for a strategic partner with experience in a wide array of both Microsoft and third-party tools. “We have found that it’s often necessary to combine multiple tools to reach a final, well-integrated solution,” Tom said. 

After weighing vendors, Rakuten selected LiveTiles Partner, Provoke Solutions, as their strategic IT implementation partner, based on its expertise in Modern Workplace and Process Automation. 

Develop user driven content

Provoke engineers worked alongside the Rakuten Medical IT team to build an attractive, scalable intranet solution that is accessible by all employees across multiple countries and languages.  

The team decided to use the robust LiveTiles Intranet Designer solution to extend Microsoft SharePoint functionality with advanced web parts.  

LiveTiles enables Rakuten Medical to automatically surface key organizational data and relevant information through a flexible, user-friendly interface.  

“Rakuten Medical needed a robust yet flexible intranet that also provides a platform to automate business functions and workflow. Provoke Solutions and LiveTiles were able to deliver this so the Rakuten IT team could focus on innovation,” said Dan Diefendorf, President at LiveTiles. 

Rakuten Medical needed a robust yet flexible intranet that also provides a platform to automate business functions and workflow. Provoke Solutions and LiveTiles were able to deliver this so the Rakuten IT team could focus on innovation

Dan Diefendorf, LiveTiles President

“We wanted the site users and page owners to be able to maintain the content using their knowledge of SharePoint and LiveTiles,” Larry said.  

“Our objective was to create page and webpart templates that could be used across all sites and developed further, even without programming experience.”  

Within 60 days of starting the project, the new site was up and running. Then the team ran an internal LiveTiles Intranet “Champions Program” to teach and encourage Rakuten users to build pages themselves. This workflow adjustment immediately reduced the time that the Rakuten IT department spends on development and has significantly reduced time to delivery for the change requests.  

Rakuten identified the onboarding of new employees, both permanent and contract, as a tedious manual process that would benefit from automation. With features such as notification emails, status information and other data can be routed more efficiently to different divisions within the company.  

Utilizing Nintex Forms and Workflow for O365, Provoke is building a multi-stage onboarding process for Rakuten Medical that will handle both staffing types simultaneously. This will help the Human Resources team to accelerate the onboarding process and even allow line managers to extend contract employees with just one click.  

The team used LiveTiles Directory to create a dynamic organizational chart. This employee directory software brings company personnel information to life by creating a rich skills directory with content targeting. LiveTiles Directory uses automation to collect and expose data, so it’s always current and accessible through both SharePoint and Teams.

“Rakuten Medical needed a robust yet flexible intranet that also provides a platform to automate business functions and workflow. Provoke Solutions and LiveTiles were able to deliver this so the Rakuten IT team could focus on innovation,” said Dan Diefendorf, President at LiveTiles.  

Time to take it further

Rakuten now has a robust and scalable intranet that continues to grow and expand. The onboarding workflow for new staff is 75% faster.  

Other processes are now being automated with the intranet too, like the provisioning and approval of laptops and creating employee key cards. 

Rakuten continues to expand the usefulness of the intranet. One initiative is a portal for the company’s Japan call centre. The site uses LiveTiles and the SharePoint document library and search features to create a dashboard for call operators.  

By typing in a few keywords in the search engine, operators can quickly find the relevant article for their customer’s issue.  

“It’s been overwhelmingly praised by our Japan team,” Larry said 

“They just love it. We are now expanding features to make it even more friendly for people.” 

Read more from LiveTiles partner, Provoke Solutions, on this customer success story here.

It’s been overwhelmingly praised by our Japan team. They just love it. We are now expanding features to make it even more friendly for people.

Larry Tom, IT Applications Manager, Rakuten Medical
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LiveTiles Partner

Provoke Solutions

Provoke Solutions provide Strategy Consulting, Implementation and Managed Services across Data & Analytics, Modern Cloud Infrastructure and Digitilization. Provoke delivers strategic consulting, engineering, and managed support services spanning three key pillars; data & analytics, modern (cloud) platform, and application development.

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