The National Board for Certification in Occupational Therapy (NBCOT) is a not-for-profit organization issuing certifications for the occupational therapy profession. The company initially had two non-integrated systems that required customers to visit multiple sites to learn about the certification process, purchase preparation materials, register for exams, maintain certifications, and access private study tools. NBCOT wanted to consolidate their websites onto a single Sitecore platform, add a robust commerce functionality, and integrate with the student profile in CRM. In a nutshell, their goal was to improve their users' entire digital experience.
RDA consolidated NBCOT's sites onto Sitecore and integrated it with uCommerce and Microsoft CRM. UCommerce provided a product catalog, bundling, discounts, and order history, while Microsoft CRM provided the user accounts, profile data, and certification workflow.
RDA improved the user experience by empowering the customer to walk through their certification journey from start to finish in three main steps: gather information, add materials or services to cart, and check out. Once certified, professionals can also gain access to secured content to maintain their certification, which uses personalization to show key performance indicators on a dashboard pertinent to the user's certification level.
Furthermore, RDA simplified multiple registration processes and made it possible for non-technical staff to configure product and services bundles available for sale.
In January 2018, the new site generated an 8% increase in revenue compared to the old site in January 2016. The streamlined user experience has also prompted fewer calls to customer service and has improved the customer experience with the company. With a new and more robust CMS, NBCOT is better equipped to communicate with their multiple audiences.