Transforming Macmillan’s Online Community: Faster, Smarter, Stronger
Strategy - Design - Development
Outdated, Buggy,
and Frustrating
Macmillan Cancer Support’s online community is a lifeline for thousands of users. But as their Telligent Community platform aged, issues began to pile up. Users were facing constant bugs, unexpected logouts, and slow performance. Engagement was dipping, with fewer responses, and the customer satisfaction score was starting to slide downhill. Additionally, being on an outdated platform left them out of support and vulnerable to security risks, further complicating their ability to provide a seamless experience for their community.
The core problem? The platform wasn’t up to scratch for the modern digital experience users expect. Macmillan needed a solution—fast. Enter 4 Roads with a plan to upgrade their community and get it back on track.
Struggling with an outdated platform? We can help! Contact 4 Roads today!
An All-in-One
Upgrade Solution
At 4 Roads, we knew that Macmillan’s community needed more than just a patch job. They needed a full-on platform upgrade to the latest and greatest—Telligent Version. But this wasn’t just any upgrade; it was a meticulous, multi-step process designed to ensure a smooth transition and eliminate the problems that had been plaguing the site.
Here’s How We Did It:
The Build:
Native and Powerful
Pre-Upgrade Prep
We got to work with a local stage environment to test the new platform safely. No surprises, no risks. Just a clean, prepared database to make sure everything would work perfectly before the live site was touched.
Bug Busting and Testing
We went into full bug-fighting mode, catching and fixing issues before they had a chance to mess up the live environment. From login issues to clunky mobile experiences, we made sure everything was smooth as silk.
Collaborating with Verint and Macmillan
Teamwork makes the dream work! We stayed in constant communication with both Verint (the platform providers) and Macmillan to ensure everything stayed on track, from QA testing to deployment on production.
Why This App Matters:
The Engagement Game-Changer
Feature Enhancements
We didn’t just upgrade Macmillan’s platform—we supercharged it!
First up, we transformed how content is organised with a powerful custom taxonomy system. We analysed everything—from cancer types to treatment keywords—ensuring the right terms are at your users’ fingertips. This means finding vital information is now easier and faster than ever.
But we didn’t stop there. We rolled out taxonomy suggestions, where the system dynamically suggests relevant tags while content is being created. No more random, messy tags—just perfectly organised, relevant content every time. We also restricted ad-hoc tags to keep everything streamlined and on point.
To top it off, we used AI to extract and tag all existing content, linking the community content to Macmillan’s core technical content through smart, taxonomy-driven connections for a seamless flow of information. Need more? Our enhanced search feature, powered by this advanced taxonomy, delivers pinpoint accuracy, making content discovery faster than ever before.
And because engagement is everything, we implemented reminder notifications to bring inactive users back into the fold. More interaction, fewer unread posts.
Now, that’s a true community upgrade!
A Faster, Friendlier, and
More Stable Community
The result? A night-and-day transformation. Macmillan’s community platform is now running on the latest version of Telligent, and the impact has been huge:
54% of users loved the new look and feel of the community.
52% of users said the platform worked “well” or “very well.”
48% of users found the site “easy” or “very easy” to use.
More importantly, bugs were squashed, performance improved, and engagement started to climb again. Users were spending more time in the community, responding faster, and reconnecting.
The Key to Future-Proofing
Your Community
If your community platform is holding you back, it’s time to take a look at an upgrade. Whether it’s sluggish performance, a frustrating user experience, or declining engagement—upgrading to the latest version of Telligent can be a game-changer.
Here’s why upgrading matters:
Stability & Performance: Say goodbye to glitches, bugs, and slow load times.
Increased Engagement: Get users back into the conversation with improved notifications and smoother UX.
Future-Proofing: The latest version of Telligent provides the flexibility to grow and adapt as your community’s needs change, ensuring you’re always ahead of the curve.
Is your community ready for an upgrade?
Let 4 Roads help you take the next step. Contact us today for a free consultation!
Continuing the Journey
with Macmillan
We didn’t just hand over the reins and walk away. At 4 Roads, we provide ongoing support after every project. For Macmillan, this meant a 30-day warranty period where we monitored the platform for any post-launch bugs and provided minor fixes for free. And for anything outside the original project scope? We’re still here, ready to step in whenever needed.
Ready to future-proof your own community platform? Let’s talk! Get in touch now to see how 4 Roads can transform your online community.
The Power of a
Seamless Upgrade
Upgrading to latest version of Telligent wasn’t just about fixing bugs—it was about empowering Macmillan to build a stronger, more stable, and engaging online community for their users. By delivering an upgrade with precision, testing, and care, 4 Roads helped Macmillan turn their community into a vibrant digital space where users can connect without frustration.
Does your community need a boost? Don’t wait until your platform is holding you back.
Contact 4 Roads today and take the first step toward a better, faster, and more engaging community platform.
