A Museum’s Path Towards a More Integrated Technology and Customer Engagement Strategy

The key technology systems at a world renowned American decorative arts museum were no longer meeting the institution’s needs. While the museum’s goal was to provide the best possible customer service, they were running on several outdated and non-integrated systems that were causing confusion for members and visitors and frustration and inefficiencies for staff.

Build worked with the museum to develop a vision for an improved information systems framework that would lead to successful technology deployments and enhanced customer experience. Our roadmap included technology capacity-building recommendations, such as hiring a Business Systems Analyst and establishing a data governance committee, as well as specific information systems recommendations. Given Build’s feedback, the museum changed how they approached new technology projects, incorporating a more holistic methodology that garnered better buy-in from staff and executives, led to better alignment with strategic goals, and promoted change management best practices.