Background

BrightSpring Health Services is a parent company providing home- and community-based health services and pharmacy solutions for people of all ages and health levels, with a focus on complex populations.

Challenge

BrightSpring needed to modernize its internal communications platform with a secure, user-friendly intranet that could support the daily operations of more than 45,000 employees nationwide. The goal wasn’t about driving more traffic, since employees were already required to use the site and access was limited to staff only. Instead, the focus was on improving engagement among the same users who had used the old version.

Another challenge was measurement. The existing intranet didn’t allow BrightSpring to track how often resources were downloaded, leaving the team without visibility into what employees actually used. Creating a mechanism to capture this activity was a key objective, even without a set baseline or numeric target.

Top Objectives

• Modernize the internal communications platform with a secure, user-friendly intranet.
• Increase employee engagement and streamline access to tools and resources.
• Create a mechanism for tracking resource downloads to measure usage and value.

Solution

BrightSpring partnered with our team to design and rebuild its internal company intranet, which was branded as REACH. Built for ease and scalability, the new platform serves as a central hub for company news, resources, and training. A key upgrade included adding mechanisms to measure resource downloads for the first time.

Tactics Utilized

• Website and intranet strategy
• UX and interface design
• Web development and build
• Analytics setup and measurement planning
• Content organization and governance

Results

The redesigned intranet has dramatically improved internal communication, reduced support requests, and increased adoption across business units. It has become an essential resource for employees, helping them stay connected, informed, and empowered in their roles. The number of users stayed about the same, which was expected since the audience did not change. The real goal was to drive stronger engagement among the same employees.

On that front, the new site delivered: engaged sessions increased by 126% (Google defines an engaged session as one lasting 10 seconds or longer or including at least one conversion event or two page views). Average session duration rose by 78%, and within the first two months after launch, the site recorded 4,305 total resource downloads—a new metric that had never been tracked before.