Customer Story

Smythe reimagines their internal comms process with IC Thrive’s Tailored Experience

Founded in 1980, Smythe LLP is a mid-size Chartered Professional Accounting (CPA) firm located in beautiful British Columbia, Canada, with three offices across the province: Vancouver, Langley, and Nanaimo.

About Smythe

Founded in 1980, Smythe LLP is a mid-size Chartered Professional Accounting (CPA) firm located in beautiful British Columbia, Canada, with three offices across the province: Vancouver, Langley, and Nanaimo. The firm has grown rapidly over the past few years and now employs over 230 staff across their three business lines, Smythe CPA, Smythe Advisory, and Smythe Insolvency.

The problem: no single source of truth  

In the fall of 2019, the team at Smythe decided it was time to standardize and update their internal communication processes and better use their intranet software, Source. They started by surveying their staff and determined that the root of the problem was with their intranet—internally called the Smythe Hub. The Smythe Hub was not adequately established as the single source of truth for employees, and no one knew where to go to find what they needed.

As the current intranet was not used by anyone outside of the HR team, the marketing team (who managed this project) decided to audit their existing intranet platform to see if it was still their best-fit solution. Upon significant investigation and research, including comprehensive comparisons to other solutions, the Smythe team chose to stay with IC Thrive’s Source software because of the Tailored Experience program they provided to help their new (and existing) customers launch their intranet and be successful.  

Once the team at Smythe started engaging with the experts at IC Thrive, they realized that they could improve so much more than just their intranet—they could revamp their internal comms process as a whole.

The solution: rethinking the entire internal comms process with support from IC Thrive  

The team at IC Thrive was happy to support Smythe through this endeavor. To ensure that they were meeting all the needs of the Smythe team for the duration of the project, the IC Thrive team met with representatives from Smythe weekly. During the planning phase, the two groups brainstormed together and gathered ideas. As the project progressed, they continued to meet up for additional guidance and to answer questions.

The result: an improved internal comms process

In addition to launching their new and improved intranet, which became the single source of truth for corporate documents and events, the team at Smythe was also able to recreate their entire internal comms process. With the support of IC Thrive, Smythe was able to maximize the efficiency and effectiveness of all of its internal comms.

The team at Smythe also worked with the IC Thrive team to revamp their governance documentsimprove their communications plan, and enhance their content calendar. While the work is still ongoing, the team at Smythe has already seen the benefits of an improved internal comms process:

“We still have so much work left to do on the internal communications front, but we are getting there. We are excited to elevate the internal communications process at the firm.” – Natasha Kambo, Marketing Coordinator, Smythe

Working with IC Thrive

Throughout the entire process, the teams at Smythe and IC Thrive worked very closely together. Natasha Kambo, the Marketing Coordinator at Smythe, had this to say about her relationship with the IC Thrive team:

“I enjoyed that Raquel and Erin were a part of the initial drawing board when we were in the planning phase. That really helped set the stage to the execution and launch and allowed me to trust their support with the ongoing process. Even today, I feel so comfortable with the team that I can reach out to them whenever to ask a simple question. I enjoy the easy, open communication style that we have and feel supported when I come across issues (which can be frequent!).”

IC Thrive’s Tailored Experience

The Tailored Experience is a proven process developed by IC Thrive based on the Drive methodology. When IC Thrive goes through the Tailored Experience with a customer, we have the following goals:

  1. Measure and improve internal communications
  2. Continuous improvement of internal communications
  3. Empower internal communications to act strategically
  4. Bring metrics, reporting, and data analytics to internal communications
  5. Give internal communicators a seat at the leadership table

Because Drive is a “tailored” process, there is no script; the IC Thrive team—our Communications Specialist and Customer Success Manager—meets with the customer’s team and works on their needs every week for about 12 weeks. The Tailored Experience also includes milestones and check-in points along the way to keep the journey on track.

The process starts with an Internal Communications Audit conducted by the Communications Specialist. After the audit, a report is drafted, which includes a General Score used as a baseline for that organization to measure growth. From that point on, the two teams meet weekly and work on internal communications concepts and IC Thrive’s software solutions.

For both our Source (intranet software) and Reach (internal communications software) customers, we have observed some trends:

  1. Faster launch: on average, Tailored Experience customers launch their intranet sites 75% faster than customers without (12 weeks vs. 52 weeks). 
  2. Communication tied to business goals: the Tailored Experience creates a way to bring your communication plan alive within your organization, allowing you to measure the impact communication has on achieving your goals. 
  3. Increase engagement in the project: on average, Tailored Experience customers have 3.6 people involved in the project. Customers without the Tailored Experience have, on average, only one person involved in the project.

You can see how our Tailored Experience process works in the infographic below:

The Drive Tailored Experience

Learn more about the Tailored Experience

Interested in learning more? Book a demo now and discover how Reach combined with the Tailored Experience can set your internal communications up for success.  

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Once the team at Smythe started engaging with the experts at IC Thrive, they realized they could improve much more than just their intranet—they could revamp their internal comms process as a whole.

“I enjoyed that Raquel and Erin were a part of the initial drawing board when we were in the planning phase. That really helped set the stage to the execution and launch and allowed me to trust their support with the ongoing process. Even today, I feel so comfortable with the team that I can reach out to them whenever to ask a simple question. I enjoy the easy, open communication style that we have and feel supported when I come across issues (which can be frequent!).”

Smythe reimagines their internal comms process with IC Thrive’s Tailored Experience

Natasha Kambo

Marketing Coordinator
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