PROGRAM: CONTENT MANAGEMENT AND COLLABORATION
BENEFIT CASE STUDY  DOCUMENT Q1  JANUARY 2016
IGLOO SOFTWARE
HOME INSTEAD SENIOR CARE
ANALYST
Anne Moxie
THE BOTTOM LINE
Home Instead Inc., franchisor of the Home Instead Senior Care
franchise network, deployed Igloo Software to better support
its needs as a growing organization. Nucleus found the solution
drove a number of benefits for a more streamlined publishing process. As a
result, Home Instead has not only benefitted from internal efficiency
improvements, but the company has also provided its reader base with an
improved experience.

Reallocated 2.5 employees

Increased reader adoption with 203 percent more page views

Reduced IT support

Improved internal communication and governance

THE COMPANY
The Home Instead Senior Care network provides senior care and family caregiver
support and education. It offers in-home care that allows seniors to continue to live
comfortably at home, while still receiving assistance via a host of services such as
companionship, personal care services, transitional care, hospice care, and
Alzheimer’s or other dementia care. It is a large franchise system with more than
1,000 franchises that provide approximately 50 million hours of care to seniors in the
U.S. and 14 other countries each year.
Nucleus Research Inc. 100 State Street Boston, MA 02109 NucleusResearch.com Phone: +1 617.720.2000
1
January 2016  Document Q1
THE CHALLENGE
Home Instead operates several different systems for corporate news and document
management that, prior to deploying Igloo’s software, it managed using a system
that was implemented in 2000. The company had difficulty updating this solution
and, as a result, was not able to make significant enhancements to the solution for
several years. In addition, no one was specifically trained to use the system so it
could take anywhere from hours to days to post a document or other content. This is
in part because the system had limited communication and collaboration
capabilities. Home Instead had also experienced significant growth since 2000, and
in early 2014 it decided to look for a new solution to manage its news and
information systems more efficiently.
THE STRATEGY
Home Instead began its due diligence in February, 2014 and considered a number of
solutions and, after a thorough RFI process, the company selected Igloo for reasons
including:

The team believed that Igloo was a relationship focused company, which is core
to Home Instead’s mission. They felt this would prevent a situation where they
would be sold a solution and then be forgotten about.

They found the user interface to be highly usable, which would make it easier for
users to adopt and navigate.

They found that Igloo would be a cost effective solution that would also provide
out-of-the-box functionality.
The Igloo implementation began in July 2014. While use of this software could have
begun in October 2014, the company chose to manually move its files, numbering in
the thousands, in an effort to sort through and streamline the files to be moved.
Home Instead began fully using Igloo in January 2015.
KEY BENEFIT AREAS
Deploying Igloo’s content management and collaboration solution has enabled
Home Instead to improve efficiency and streamline processes via its strategic
intranet. Where previously the company’s team would compile materials over the
course of a month and then publish them all at once, now they are able to release
their publications over the course of the month. Key benefits of the project include:
Copyright © 2015 Nucleus Research, Inc. Reproduction in whole or in part without written permission is prohibited.
Nucleus Research is the leading provider of value-focused technology research and advice.
NucleusResearch.com
2
January 2016  Document Q1

Increase in page views. Previously, only 40 percent of the target audience would
open their emails with the publications. Now, Home Instead has seen a 203
percent increase in its page views. This indicates that the presentation of
materials is significantly more consumable when it is released over the course of
the month rather than all at once.

Reduced IT support. Home Instead found that Igloo is designed to meet the
needs of the business, and that there is less reliance on IT because the business
people are able to add and remove users without the need for technical support.

Increased productivity. With a more efficient publishing system, Home Instead
has been able to repurpose an employee and now only 3 employees are needed
to manage all of the publications.

Improved communication. Previously, it was difficult and time consuming to
involve users, but Igloo allows Home Instead to share content across all users
while maintaining strong governance principles.
BEST PRACTICES
Home Instead implemented Igloo as a solution that would facilitate efficiency and
communication across its organization and franchise system. Previously, the
company published a newsletter once a month for its franchise network, which was
a stressful and time-consuming process. It was compiled by 4 people on the
communications team and involved 3-4 days of writing plus a full day to target, test,
and send it out.
Now, the company releases its publications to the network on an ongoing basis,
which is made possible by Igloo’s tools including its usability, governance, and
collaborative capabilities. Home Instead leverages Igloo as a blog style publishing
system to reach its readers, which is easier for readers to navigate. This is largely
because readers do not have as much content to go through at once and instead
have access to new publications on an ongoing basis. In addition, Igloo displays
related content, allowing readers to access and read what is relevant to them, which
also prompts them to take advantage of more content.
CONCLUSION
As companies such as Home Instead continue to grow, it is essential that they can
manage their expanding content efficiently. Without a strong content management
and collaboration solution, companies can experience siloed information, poor
Copyright © 2015 Nucleus Research, Inc. Reproduction in whole or in part without written permission is prohibited.
Nucleus Research is the leading provider of value-focused technology research and advice.
NucleusResearch.com
3
January 2016  Document Q1
governance, lack of visibility, and poor employee productivity. Igloo has proven to
be a valuable tool to Home Instead that has not only improved its internal processes,
but has also made an impact on its reader base. Nucleus expects that over time,
Home Instead will experience additional benefits from Igloo’s intranet support.
Copyright © 2015 Nucleus Research, Inc. Reproduction in whole or in part without written permission is prohibited.
Nucleus Research is the leading provider of value-focused technology research and advice.
NucleusResearch.com
4