RESULTS
~$1.8M
in workforce capacity unlocked in Year 1 and reinvested into the business
~725
hours of work saved per week
30 seconds
from asset ingestion to web publication, down from 24 hours
82%
user engagement rate across the platform
~1.1M
assets migrated across the U.S. and Canada (~1.5M globally)
Executive Summary
As Henry Schein worked to grow its global digital platform, its aging digital asset management (DAM) system was slowing teams down. Difficult navigation, slow search and one-size-fits-all workflows made daily tasks challenging. The company turned to EPAM to redesign the experience around how people actually work. By grounding platform decisions in real user needs, we delivered a faster, more intuitive and scalable DAM that unlocked, in the first year alone, about $1.8 million in workforce capacity to be reinvested into the business.
CLIENT
Henry Schein
SERVICES
- Organizational Change Management
- Strategy
- Engineering
STRATEGIC PARTNERS
- Microsoft
- Sitecore
INDUSTRY
- Life Sciences & Healthcare
UNDERSTANDING USER CHALLENGES
Setting the Stage for Enterprise Transformation
As the world’s largest provider of healthcare solutions to office-based dental and medical practitioners, Henry Schein serves more than one million customers and generates billions of dollars in annual sales. The company recognized that to deliver seamless, localized customer journeys at scale, it needed to bridge the gap between advanced technology and operational readiness.
Aging on-premises systems were becoming difficult to support and scale. The platform had reached the end of vendor support, creating limitations in search and upload speeds, and reliance on manual processes led to opportunities to increase efficiency, simplicity and overall user experience.
Inconsistent standards also made assets difficult to find and a one-size-fits-all interface offered limited flexibility for users, with different workflows and roles. As Henry Schein’s global digital asset needs continued to grow, it recognized the opportunity to modernize its approach with a more scalable, flexible and user-friendly platform.
EPAM began with a hands-on discovery process built around the people who use the DAM every day. During a two-day, in-person workshop with company leaders in Dublin, we brought together stakeholders, business leaders and end users to map how teams actually worked, pinpoint where workflows needed simplifying and clarify what each role required from the platform. This user research did more than surface pain points. It produced journey maps and discovery artifacts that Henry Schein still uses today. It created the foundation for a DAM experience designed around real-world use rather than system requirements alone.
Confident in our integrated consulting approach, Henry Schein partnered with EPAM as both strategic advisor and delivery partner, keeping the focus where it belongs: business strategy and measurable outcomes, not the technology alone.
STRATEGY FIRST
Defining the Vision & Selecting the Platform
The discovery findings didn’t just describe the opportunity. They set the criteria for the solution. Every user frustration mapped in Dublin became a requirement for platform selection. With those user needs defined, evolving from vision to roadmap required a clear, structured framework. To identify the best possible tools and solutions, we built selection criteria around usability, scalability and business outcomes, scoring five platforms before narrowing to three for deeper evaluation. The process additionally produced RFP artifacts that the company continues to use across other technology selections.
Ultimately, Sitecore emerged as the right fit. By integrating Sitecore’s SaaS and MACH-compliant architecture with the company’s existing Microsoft Azure environment, Henry Schein could modernize operations without disrupting existing systems.
Rebuilding the DAM Around Real Users
Based on Real Workflows
Faster Uploads, Faster Publishing
More From Metadata
Built to Scale Globally
DRIVING ADOPTION
Aligning End-Users to Business Outcomes
To ensure that internal users adopted the platform, we treated them like customers, segmenting each group by role and geography to address their specific needs. This customer-first mindset mirrored the design decisions we were making in parallel. The same role-based thinking that shaped the redesigned workflows also shaped how we drove adoption. We then assessed team adoption readiness granularly, gaining an understanding based on individual regions and markets to create a regional awareness chart.
To ensure success, we embedded our organizational change management (OCM) principles and frameworks to run in parallel during the entirety of the program, including recruiting more than 30 individual champions (one per 25 impacted employees) to help extend the effort across the business. With a deep understanding of the team’s needs, as well as numerous amplification efforts, we made sure that adoption would stick.
HEAR FROM HENRY SCHEIN
“We’re incredibly proud of our DAM transformation. Together with Sitecore and EPAM, we migrated over one million assets into SAM (Schein Asset Manager), creating a scalable global content foundation. But technology was only half the story: our people-first change approach turned early skepticism into 82% user engagement, freeing 725 hours in year one—worth nearly $1.8 million annually. Our biggest learning? Invest as heavily in people as technology, and choose partners who understand that adoption is transformation’s true measure.”
Abi O’hUiginn
Director of Digital Platforms, Henry Schein
PARTNER WITH US
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