As we welcome the new year, it is often the time when we look back at the past, reflecting on our progress to identify areas of opportunity for the coming year. We examine the changes we’ve made, what has worked and what has not worked, to plan initiatives and goals that will produce measurable and meaningful outcomes.
The most successful organizations are those that can reflect on their past, focus on creating the most value in the present, and actively plan for the future.
It’s all about achieving business outcomes. Outcomes are definable, measurable expectations of “what” the customer, employee, and stakeholders will achieve from the work the organization performs. And “how” we achieve those outcomes continues to make the biggest difference.
Digital Transformation is the key to the “how” as it is the process by which companies embed technologies across their business to drive changes that increase efficiencies, enable business agility, and unlock measurable value for employees, their customers, and ultimately their shareholders. And, by far, the technology that produces the strongest return on investment is automating routine business processes to reduce wasted time spent on low level tasks.
So, where do organizations begin to identify the types of operational processes to transform, to gain the biggest “bang for the buck?” Start with the core fundamentals that impact the overall employee experiences, as companies that focus on their people and outcomes are often the most successful and profitable. According to the Harvard Business Review, companies that perform well on employee experience metrics also tend to perform well on customer experience metrics, suggesting that improvements in employee satisfaction can drive improvements in customer satisfaction.
MeBeBot customers are reaping the benefits from their actions to digitally transform their workplaces. They looked at their business and operational processes and have gained a strong return on investment (ROI) by providing their employees with a “digital front door” to unify their employee experience.
Here are three key outcomes that our customers have gained:
1. Streamlining efficiencies resulted in improved productivity
By using MeBeBot’s AI Intelligent Assistant to deliver automated answers to common employee questions, our customers provided their employees with self-service access to information they need instantly.
The benefits are two-fold. First, it saves employees’ time from searching unorganized shared folders, outdated company Intranets, and waiting for responses to their inquiries sent to other internal team members. Second, it reduces the number of questions submitted to the IT helpdesk (and general inboxes), eliminates the need to send direct messages to HR, Payroll, Benefits, and Facilities team members, and offsets the time spent manually answering questions across the business.
Both employees and the internal team members that support their success can focus more time on strategic work that matters and is most impactful to the business. The opportunity cost for automation in customer and employee support has been recognized over decades, as a pain point in most organizations.
The return on investment (ROI) is straightforward. For every question an employee asks, there is 15 minutes of lost productivity (by both the employee and the internal team member resolving the inquiry). This equates to hundreds of hours of lost time and money per month for a mid-sized company.
Moreover, this does not take into consideration the value-added work that could have been accomplished in lieu of manual/repetitive work.
*Use our ROI calculator to see the results your organization could gain by using automation to support your employees’ needs
2. Consistency in communications results in higher employee satisfaction, leading to stronger employee retention
Over the past several years, businesses have been forced to adapt and change quickly to global health and economic circumstances (unlike ever before). Since people are core to our companies, supporting their needs for up-to-the-minute communications during these uncertain times became paramount to the overall well-being of organizations.
MeBeBot customers used the extensive global knowledge base of questions and answers to anticipate the needs of employees as they arose, from the massive change to remote and hybrid work to ongoing improvements to business processes and technology solutions. With the ability to update answers to questions instantly, responses to questions that are accurate to fit the new circumstances are immediately delivered to employees. The outcome is a greater assurance to employees that they have the information they need to be productive when they need it to better adjust to changes.
“MeBeBot drives consistency in responses and makes it easy for employees to find information (versus having to hunt through SharePoint). What better way to reinforce a culture of self-service, autonomy, and empowerment than by making human resources, information technology, payroll, and facilities information available to employees 24/7 across the globe.”
Stephanie Laurich, Vice President, Global Total Rewards at e2open.
And, with MeBeBot’s Push Messaging feature, important notifications and reminders can be sent via Slack and Teams, to ensure employees receive updates in the moment…in their flow of work. Our customers have realized the benefits of using push messages as a new communication channel and can directly correlate it to stronger employee engagement and overall employee retention.
*Learn about e2open’s successful outcomes in this case study here.
3. Visibility into employee needs and ability to react quickly using People Analytics Data
People analytics data has become one of the most sought-after forms of data across all types of organizations. Data provides insights into the business, to not only establish baselines for improvements, but to also surface employee needs and areas of opportunity.
Dashboards of data, providing real-time usage information as to the questions employees have across the business and globe, was a hidden outcome that MeBeBot customers have come to rely upon for learning about their employees. Often, companies have no insights into a unified view of their employees’ needs across the business. With MeBeBot’s dashboard and reports, up-to-the-minute information is dynamically analyzed, from pulse survey results to questions answers.
Dashboards of data, providing real-time usage information as to the questions employees have across the business and globe, was a hidden outcome that MeBeBot customers have come to rely upon for learning about their employees. Often, companies have no insights into a unified view of their employees’ needs across the business.
With MeBeBot’s dashboard and reports, up-to-the-minute information is dynamically analyzed, from pulse survey results to questions answers.
The more you know about your employees, the better you can react quickly, to prevent issues before they arise or stay on top of how employees are reacting to various circumstances and changes.
With the costs of high employee turnover, companies cannot afford not to have access to these valuable insights.
*Read our blog on the impact of People Analytics Data to drive business outcomes
With 2023 upon us, companies will need to implement new solutions that drive efficiency and impact in a hybrid / remote workplace. Ready to explore and chat about giving your employees and managers the gift of an intelligent virtual assistant? A portfolio of products that (1) deliver employees instant and accurate answers to their global HR, IT, and Ops questions; (2) develop and coach managers to be better; (3) proactive push messaging inside your existing Slack and Microsoft Teams Workflows, (4) conversational pulse surveys that generate instant employee feedback on of-the-moment questions; and (5) real-time usage dashboards.