---
title: Consulting Case Study
description: How we helped Reach Publishing determine whether a new market-leading Email Service Provider would provide a better experience for users and customers
image: https://blog.cognitionhq.com/hubfs/markus-spiske-gcgves5H_Ac-unsplash-1024x683.jpg
---

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# Consulting Case Study

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![Reach](https://blog.cognitionhq.com/hs-fs/hubfs/Reach.png?width=220&height=80&name=Reach.png)

 “We were bringing together multiple teams, systems and processes and Cognition really helped us to navigate a successful integration, getting us to think through the tech landscape as one team - which we’d never done before”

## The Brief

Reach were integrating their product and customer teams to improve their readership experience and expansion. They needed to pinpoint the opportunities for better systems and people-centric process integration.

## What we did

We ran a rapid assessment of leading vendors to provide a comparative assessment that: 

Identified and documented user requirements. 

- Determined the usage and value-add of the existing in-house ESP.
- Assessed the suitability of market-leading ESPs for Reach and compared commercial models.
- Provided a detailed report with our findings and recommendations. 

## What was the outcome

We determined that:

- Reach's existing in-house ESP was holding them back.
- Reach needed to overhaul their request-for-proposal (RFP) process to better identify requirements and assess solutions prior to signature. 
- The lack of programme management when implementing new systems was setting those systems up to fail. 
- A single system owner was required to optimise system performance for their specific needs and embed best practices. 

## The Cognition Difference

Because we are independent and pride ourselves on being a trusted advisor to our clients, we were able to:

- Impartially and comprehensively assess vendor capabilities and features.
- Determine that the existing solution was not fit for purpose.
- Redesign Reach's RFP and vendor onboarding process.
- Plan how to address limited user adoption to optimise Reach's ESP investment.

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