Entertainment & Hospitality
Microsoft Teams, Power Automate, SharePoint Online, Viva Connections, Yammer
Like so many businesses, the pandemic presented significant and extreme challenges for our client. Challenges such as on-again, off-again operations, the need to quickly pivot to meet new regulations, closing properties at short notice, and safely reopening for guests placed additional pressure on the systems used to distribute critical information to staff.
With legacy systems approaching end-of-life and exciting new features being added to the M365 stack, they took this opportunity to re-evaluate their digital employee experience and technology landscape.
Engage Squared was delighted to assist in the launch of Yammer, as well as designing a new Modern SharePoint Online intranet whilst utilising the mobile experience through Viva Connections.
Previously over 8,500 frontline staff accessed news, insights, and operational information through a custom-built mobile app. However, with the pandemic putting pressure on operating costs, the app was expensive to operate, limited in its ability to enable two-way communication and had poor integrations with third party systems.
Alongside these challenges, our client’s SharePoint 2010 intranet was also approaching end-of-life.
With an existing investment in Microsoft 365 already in place, there was an opportunity to leverage this and launch a new seamless digital experience that was designed for their predominantly frontline workforce.
Against the backdrop of operational challenges presented by the pandemic, what started as a mostly technology-led project, quickly became mission-critical for broader business operations. With tight deadlines looming, it was important the solution was designed to remove technical hurdles, met business needs and ensured the business was prepared for the upcoming change.
With 70% of the workforce being frontline, human centered design was key to ensuring widespread uptake of the new experience.
The first step in our journey was to run a series of discovery workshops to understand business needs and challenges. Through this discovery phase, we identified several challenges through employee feedback that was crucial to be considered from a technical, UI and design perspective when creating their new digital employee experience.
The results included:
With their challenges understood and employee frustrations clear, our approach was to deliver a series of connected solutions through M365 to modernise their systems and transform their overall digital employee experience.
Reduced operational costs
By decommissioning the legacy mobile app, our client no-longer has a highly customised or bespoke platform that is costly to operate or support. Our client has reported operating costs have significantly reduced, with an estimated $65k of savings reported between November 2021 through to June 2022 alone.
Improved usability and access for all staff
Saved time in administrative overhead
Opened lines of communication
Critical information can now be distributed and “boosted” to a ‘Top News’ card on the dashboard, which has provided the communications team with the confidence that the right audience is being reached.
If you’re keen to understand how our solutions can help improve the connection of your frontline workforce, please get in touch now or chat to our Digital Workplace and Employee Experience Practice Lead, Rachel Harnott. We have proven experience, and we love to talk all things employee experience.