From Frustration to Efficiency: Replacing Legacy Systems for Better Performance and Reliability

newsletter automation

Royal Papworth Hospital NHS Foundation Trust, a leading heart and lung hospital in the UK, was facing significant challenges with its internal communication system. The Trust needed to modernise its approach, as persistent issues with its legacy email platform, Popolo, were affecting staff engagement and timely communication. By partnering with NewZapp, the hospital was able to transform its communication strategy, resulting in increased engagement, improved efficiency, and reliable service delivery.

The Challenge: Overcoming Legacy System Failures

Before the transition to NewZapp, Royal Papworth relied on the Popolo platform for internal communication. However, the system was found to be unreliable, frequently experiencing outages, and offered minimal technical support. These failures disrupted the Trust’s ability to send critical updates and engage staff effectively. Laura Favell, Communications Officer at Royal Papworth, noted:

“For healthcare organisations, effective and timely communication is non-negotiable.”

The communications team was frustrated by several challenges:

Frequent downtimes: System outages led to delays in sending important updates.
User interface limitations: The system’s complexity reduced engagement and made day-to-day use inefficient.
Poor support response: Technical support was slow, leading to prolonged disruptions.

The Solution: Transitioning to NewZapp for a Seamless, Reliable Platform

Recognising the need for a robust and responsive communication platform, Royal Papworth selected NewZapp after thorough research. The NewZapp platform stood out due to its ease of use, superior support, and strong integration capabilities. The transition process was well-managed, involving close collaboration between the Trust’s IT department and NewZapp’s team.

NewZapp worked seamlessly with our IT team to ensure a smooth transition, making the entire process stress-free.

Laura Favell, Communications Manager, Royal Papworth Hospital NHS Foundation Trust

Implementation: A Phased, Tailored Approach

The implementation of NewZapp was conducted through a carefully structured, phased approach, ensuring minimal disruption to the Trust’s communications:

Strategic Planning: Royal Papworth defined its communication priorities and tailored the NewZapp implementation accordingly.
Training and Onboarding: NewZapp provided tailored training to ensure all staff could use the system confidently, overcoming any resistance to change.
Data Migration: Historical data from Popolo was successfully migrated, ensuring continuity and safeguarding previous communication records.
Launch and Continuous Feedback: NewZapp was launched smoothly, with feedback collected to further refine processes.

One of the standout features was NewZapp’s automation capabilities, which significantly improved staff engagement. For example, the hospital utilised NewZapp’s survey function for its annual Staff Award nominations, receiving 730 nominations—a 46% increase compared to the previous system.

The Results

Results: Improved Engagement, Efficiency, and Reliability

Since transitioning to NewZapp, Royal Papworth has experienced notable improvements in its communication processes:

Higher Engagement: Staff engagement increased, with open rates rising from 30% to 60% due to better-designed content and improved reliability.
Enhanced Efficiency: Automation features reduced the time spent creating and distributing newsletters by 30%.
More Effective Surveys: Survey response rates increased by 40%, boosting participation in internal events like the Staff Awards.
Increased Satisfaction: The staff appreciated the improved user interface, leading to more positive feedback on internal communications.

Ongoing Partnership: A Platform That Grows with the Trust

NewZapp has not only addressed Royal Papworth’s immediate communication needs but continues to evolve alongside the Trust. As NewZapp regularly releases new features and enhancements, Royal Papworth remains confident that its communication strategy will keep pace with the hospital’s growing demands.

Laura summed up the ongoing benefits:

“The continuous development of NewZapp’s platform ensures we stay ahead. We now have a system that works for us and can grow with our future needs.”

Conclusion

Royal Papworth Hospital’s transition to NewZapp has been a resounding success. The new platform has improved communication reliability, enhanced staff engagement, and introduced time-saving automation features. Most importantly, NewZapp has given the hospital a flexible solution that adapts to future challenges, ensuring that the Trust continues to meet its communication needs efficiently.