In a retail industry goods and services are sold to customers through various distribution channels and different business approach aiming to increase profits. Every industry faces its own challenges and pain points and there is no exception for retail industry. Large retailers have successfully set up the inventory management system, marketing plans and solid customer base yet they face different challenges for instance in engaging their employees and utilization of technology in business or moving from traditional approach to a modern way of operating businesses. A few retailer front liners’ pain points and solutions are highlighted below.
Pain Point 1 : Managing Ever Changing Customer Needs
Customers love to change their needs and their preferences frequently. Adapting to seasonal trends such as hiring seasonal worker, festival campaigns and creative marketing approach during festive season helps retailers to thrive and achieve their business goals. Getting rid of traditional learning methods and follow the customer buying pattern and needs determines business success.
Solution : A bite size learning such as Podcast and Vodcast and other tools that SelfDrvn has introduced helps to increase the interest and speed of learning among learners. They now understand learning is in our hands and just a click away
Pain Point 2 : Increase Training Efficiency among the Retailers
The conventional training in the retail industry can be expensive, time consuming and fail to meet the goals. The cost of getting the outlets employee can be exorbitant both in terms of time, sales loss and money.
Solution : SelfDrvn solutions harness the power of an engaging learning platform with anytime and anywhere access. No more additional 8 hours’ time for training, they can learn on the go with mobile application during the break and free time and engage closely with their colleagues.
Mobile learning or more commonly known as m-learning support learning with the learning needs and gives them the flexibility to learn and make learning more interactive and engaging. Many task and communication efforts with their colleagues can be done electronically with their own pace.
Pain Point 3 : Employee Engagement, Retention & Talent Development
Lack of engagement highly contributes to high staff turnover within retail industry, and is hitting high in several countries. Employees that stays around are working within an uninspiring work atmosphere. This leads to low engagement levels gearing towards unable to foster talent and unleash their true potential.
Solution : It’s time to roll-out #gamification in your engagement strategy. Learners tend to love your training content and wants to come back for more as they seek to top your Leaderboard with points and several badges. The retail industry is highly seeking for engagement champion and we in SelfDrvn is here to help them achieve their goals through our platform.
SelfDrvn Tailor Made Solutions
This client of us is experiencing fragmented communication across WhatsApp and email without no direct channel between HR and marketing teams. Furthermore, they lack of clear way to motivate employees across compliance, learning and performance outcomes and besides of managing customers, business and team, store manager is loaded with manual admin and coordination. Over the time this becomes a biggest pain point for our client and without further delay SelfDrvn jumped in to provide solutions.
Since internal communication is one of their biggest drawback, we focused on it and proposed the below solutions.
Onboarding – Through Quest, SelfDrvn tool, it enabled HR onboarding checklist to be paperless, and step by step walkthrough for faster onboarding process. New joiners are now able to post on News feed and access to learning material via the platform. In other words, on-boarding becomes simplified and an easy walkthrough for new workers on compliance and learning.
Aligned Communication – SelfDrvn introduced a single platform for two-way communication channel, build effective communication that drives motivation & performance with easy information sharing. Employees are now able to connect directly with HR, Marketing for inquiries and it notifies employees for HR Approval in real-time. Employee has easily access to HR application and latest product updates and promotion can be shared or announced in a single platform.
Performance – By using our platform it allows individual KPI and goals to become transparent whereby Employees have a solid understanding on day-to-day responsibilities affect the company goals. This further enables healthy competition among employees through Leaderboard and helps to identify Top Performers and Under-Performers on a real-time basis that allows faster intervention especially for those who are under-performers.
Rewards & Recognition – We drive intrinsic motivation with rewards and recognition, promote positive behavior changes through timely recognition, acknowledge Top Performers with Real-World Rewards, publicize Achievements (Employee of the Month) to create multiplier effect. On top of that, leaderboard enables achievement transparency and healthy competition among employees. The platform allows publicly recognize top performer (Employee of the month) on the platform in real-time and also incentivise employees with real-world rewards
In a nutshell, SelfDrvn has successfully supported our clients in the retail industry in managing learning, engagement, rewards and recognition as well as performance using different and customizable tools and techniques.
Employee engagement brings sense of ownership towards the organization
Engagement driven leadership is definitely a part of leadership by example or being a role model as an extraordinary leader. A leader without title still manages to create followers via engaging them and creating the importance of the presence. Many studies show that the more engaged the employee is the higher the chances of retaining them in the organization be it at emotional or at rational engagement Engaging employee and keep them motivated and retaining them in the organization is a challenging task for many.
Engaging employees is absolutely a topic of key concern among organization and talents and it sternly embeds with talent retention. An engaged employees have a great sense of ownership towards the organization and the leaders (role model), and most likely to stay longer than the other employees and contribute enormously both in their personal growth and to the organization’s success leading way to higher customer satisfaction as well as new businesses.
Leaders who fail to fulfill employee engagement soon or later have to follow the business nearest exit door. It’s time for leaders to establishing a robust reputation, attract and retain talents via in the business world of engagement as the core.
Digital integration to enhance customer relationship, employee engagement and business solutions
In SelfDrvn we work closely with renowned clients with a robust and noteworthy customer base coming from various industries and background. As we have established a solid relationship and significant reputation with our clients, they are always keen to share their engagement plan and strategy for digital integration purpose. One of the substantial learning point for us from these clients is how leaders and companies adopt and welcome ideas with open hands especially from the Gen Y. The ideas gathered through various channels such as organization climate survey, idea box, ongoing surveys and weekly/monthly meetings are then filtered by the cross teams and goes to the hands of the leaders for further engagement efforts. This clearly indicates the great importance that these leaders and organizations give to both employee ideas and concerns to further enhance customer relationship, employee engagement and business solutions.
Our client, Nettium has expressed that SelfDrvn tool has helped and supported the leaders in engaging employees especially the younger workforce. The gamification tool that we applied on them has positively resulted in leaders to be understanding their younger generation workstyle and needs, which further assisted them in solid and engaging management as leaders.
Another feature that Nettium has benefited from SelfDrvn is adopting the feedback culture embedded as one of our services to client. Employee perceive it as a 360-degree feedback tool that anonymously support in promoting the feedback culture in Nettium from their peers as well as managers. With such features, manager has embarked on their self-improvement based on the feedback given by employees and has strengthen their leadership skills along the way.
A good leader has the ability to champion this and manage it tactfully. In other words, engaging talents fuels leadership skills leading towards empowerment and retention at workplace. Extraordinary and successful world leaders involve their team and make them feel valued and engaged and part of the organization.
Transparency and rewards based leadership suits in managing the current generation workforce. Keeping this in mind, SelfDrvn has one of the features allowing employees to voice out their opinions based on the survey questions with point accumulation at the same time. These points later can be used for redemption and also use it for monthly auction purpose.
Leaders who build purpose of employee existence and work on on-going effort to engage them in the team and organization fuels sense of belonging to the organization. Employees feel connected and may be glued to such role models and those leaders always strive in engaging them in every single efforts and keep them informed.
Three key aspects of employee engagement – Motivation, Communication and Bonding
These factors can make or break working relationship and plays an important role in bringing employee under one umbrella within aligned core value and unified goals. An essential challenge is how leaders act as role model and drive the entire engagement efforts instead of being a components of engagement.
Failure to engage employee most likely leads to increased cost to the company and higher turnover. There are many leadership traits but an engaging leader is becoming more prevalent particularly in ensuring to accomplish task through employees and involved employee in. Can you recall the best leader you came across in your life? Was the leader engaging and uplift you and your career in the organization?
Start to Lead!
SelfDrvn steps forward to provide an end to end digital health solution
“SelfDrvn allows participants to interact with each other in the program. They can now compete with each other. Previously there is no live or interactive fitness activities like this where people can comment or like the posts as well to upload video in the platform.
It is different in terms of engagement.”
– Wan Shafizal Darli Wan Shahrir, Consultant, HealthPro
Providing More Effective Support for Fitness and Wellness Initiatives
Organisations understand the struggle to keep employees continually engaged and aligned with their corporate objectives, even when these benefit the employees themselves. Ensuring talent prioritise health and wellness brings tremendous benefit not just to the individual but the organisation as a whole, in terms of productivity and the financial bottom line.
With these issues in mind, AmMetLife, a well-established insurer in Malaysia, embarked on a wellness journey with the help of HealthPro. A corporate wellness partner, HealthPro was engaged to bring to bear their eight years of experience in conducting programmes, talks and workshops supporting fitness and health initiatives.
Challenges: Offline approach for Wellness Management Restricts Visibility and Engagement
Initially, HealthPro relied primarily on an offline approach to manage and deliver their wellness programmes. Digital and tech tools were limited, sporadic and restricted by the narrow confines of the tools employed. Consequently, there was insufficient visibility and thereafter, an inability to track the effectiveness of their campaigns. Drop-offs in engagement were not captured systematically or quickly enough.
Objective: Building a Digital Solution to Drive User Engagement
HealthPro was looking to solve a few challenges.
First, they wanted a digital solution that would complement their offline approach. They needed something responsive and which worked in real-time. It needed to embody all the functionality users have come to expect from social media and digital tools – a seamless and intuitive interface, heavy focus on aesthetics and visual stimuli, real-time reporting and analytics.
Second, they wanted the ability to leverage the communication efforts between HealthPro and the users as well as support peer to peer interaction, camaraderie and the fun, competitive spirit that would develop as a result.
Third, they wanted real-time reporting so that drops in engagement could be captured and then addressed in a timely fashion. Fourth, they appreciated the value of gamification in the digital solution because it would drive engagement further.
RoBo Trainer provides a 24/7 Immersive Experience for all
HealthPro approached SelfDrvn who met all of these requirements beautifully through their digital solution. It worked well because it ran conveniently on both web and mobile applications to provide a truly immersive experience. In effect, the digital approach served not just to complement but enhance their offline programmes, print collateral and communication strategy for maximum impact.
SelfDrvn was launched via the introduction of the RoBo Trainer, whereby users would get 24/7 access to advice from different facilitators as well as peer sharing. When users performed the actions desired, they would get rewarded. Aesthetics and visual stimuli were key – a range of formats including text, animation and videos were shared with users and there was regular prompting for certain actions to be taken with the promise of instant rewards. Real-time feedback and point collection served to create and sustain the positive behavioural change required.
There were a few features in the SelfDrvn solution that helped bring all of these varied elements together. Stepathon, a step counting activity, designed to motivate users to lose weight coupled with goal setting, points and badges showcased by the leaderboard provided the necessary elements of fun, competitive spirit and reward so critical to engagement and sustained use. At the same time, this allowed HealthPro to systematically roll out knowledge assessments, surveys and intervention modules as required, improving and refining the experience along the way.
Results – Both Corporate and Individual Goals Aligned for a Seamless Experience
The outcomes from the 62 users who were pre-selected for the program outstripped expectations. HealthPro recorded an 84 percent adoption rate throughout the program. 68 percent of the users agreed that SelfDrvn helped facilitate more effective communication between peers and also with coaches. 63 percent agreed that the Digital Health solution motivated them to strive harder and achieve more than they expected. With the help of Digital Heath, users are able to know how to lose weight in the right way and how to exercise without using any tools. The result showed that the biggest loser using SelfDrvn Digital Health solution lost 22kg. In the end, SelfDrvn did much more than just help employees lose weight. They helped align corporate and individual goals. They supported the shared objectives continuously, and in the process, created a more engaged workforce, improved productivity while simultaneously reducing ill-health related costs.
“We are using Louken@Livewire (Powered by SelfDrvn) to engage our people, gather ideas from different subsidiaries, and soon, to measure individual employee performance”
– Paul Liew, Community Manager at A.S. Louken
A home-grown team of brand activation specialists
A.S Louken is a Singapore-based branding agency with around 100 employees. They offer comprehensive branding solutions and strategic direction to a wide variety of business clients in different industries, helping enterprises in Asia become market-leading brands of tomorrow to over 1,000 clients across more than 10 countries.
The Challenge: Non-effective communication cross-company and across subsidiaries
After a period of growth, A.S Louken experienced what most fast growing companies are going through, the growing gap of communication between the management and the people who are primarily working on solution for the customers as well as the customer facing staff. Delayed messages coming through and to between the key management team and the important pulse that comes from the frontliners, as well as the growing gap of flow and understanding between departments to deliver effectively to customers’ expectations are common in Louken.
Fewer exposure to collaborations among departments resulted in a negative impact to work productivity. Therefore, it was a top priority to establish a simple way for everyone to be informed and get to know each other. They needed a highly engaging and effective solution allowing employees across the company to communicate with each other and be informed about both business news and fun team building events while maintaining accessibility to all employees at any given time.
The solution to improving communication and driving positive behaviours: Better aligned communication, listening to the voice of employees and driving a better reward and recognition system
SelfDrvn works closely with A.S Louken to deliver a solution that meets the objectives of:
- Easy integration and aligned communication flow among the subsidiaries
- Driving collaboration through a common group level platform
- Transparent recognition of high performing employees
As a result, SelfDrvn supported A.S Louken in launching an enhanced LiveWire@ASLouken (Powered by SelfDrvn) company-wide to power engagement via mobile and desktop channels. This means all employees from different business units and subsidiaries share a unified communication platform for better alignment. Groups and social feed functions and reward & recognition features become the primary value drivers to meet the objectives.
Employees were rewarded for organising peer programs such as rock climbing, cooking and cardio dance activities via the Events section through badges and points that are eventually be used to redeem privileges and rewards from the company “shopping store” within the platform.
The impact is instant. On the first day of launch of LiveWire@ASLouken platform saw a dramatic increase in cross-company communication. The management and HR were able to see the conversations and how employees were using it – and most importantly, the management experienced the power of nudging – rewarding desired behaviours through gamification that is instrumental to build habits.
AS Louken managed to easily track employee’s communication on a centralised platform that they can see over 90 users from 42 different topic discussion points, where employees from different locations participated since the launch of the campaign. After the campaign period, the company have formed 8 focus discussion groups to form a mini community with like minded interests.
To prove habit building practice a success, a total of 937,800 reward points and 14,212 badges were rewarded over 3 months upon SelfDrvn/Livewire implementation for active value creation and collaboration between employees from different groups tracked via the platform. This means:
- As average points rewarded for completing desired action is 100 points per activity, there were at least 9,378 actions completed and recognised over the the period.
- That is about 104 actions that instilled collaboration and value creation done by each employee in the company over the same period!
A.S Louken now has a quantifiable way to track employee participation, communication and engagement. The real-time and usable statistics generated show that people are actively using the system to talk with each other, work together and organise team building events. It automatically tracks communication and event venue participation.
Employees can now organise internal events, invite participants, track RSVPs and use QR code to scan attendance, all at one place.
People who did not previously know each other now have an easy and fun way to engage with each other and they receive rewards they want as a result. People who are communicating are more likely to find opportunities to work together on projects and the platform tracks collaboration and peer recognition. Importantly, no one is left out of critical messages from HR and management because everyone has access.
Over time, the company’s leaders can see opportunities for additional improvement and can easily identify what areas or groups require more attention.
A.S Louken has a firmer plan to use the platform tools to listen to the voice of their employees more, through real-time ad-hoc feedback and survey. This could facilitate more frequent employee performance discussions and eliminate the current once a year paper-dependent process. In addition, it will be incorporated as an important communication channel in the upcoming change management practice to roll out new culture values that will involve rewards and celebration of every employee who lives and embodies the values of the company.
“As we listen to our people’s feedback, we decide to focus on a few areas to enhance our employee experience. We try to cultivate a culture of real-time recognition in our company, where a simple token of recognition for a job well done can encourage our colleagues to feel appreciated and motivated. Given that the younger workforce are digital natives, we opted for an flexible points and recognition app to consolidate our various people engagement activities into a single platform.”
Human Capital Leader, Big 4 Professional Services Firm
A prominent professional services firm
The Company is one of the “Big Four” professional services firm that provides audit assurance, tax, and consulting services. The Malaysia office employs over 2,500 employees.
How this Big 4 Professional Services firm increased employee motivation and engagement with SelfDrvn
The challenge – retention of valuable workers
The company was facing tough competition for millennial workers; a demographic that is tech-dependent and craves reward and recognition. Users of the existing employee recognition program were frustrated with the administrative burdens and lack of real-time recognition, resulting in unmanaged burnouts and subsequently leaving the organization.
The objective – enhance employee engagement and retention through the use of real-time recognition
The company wanted to improve user experience by providing point driven real-time recognition directly from managers to employees that are transparent with rewards and recognition feature for the redemption of points earned and awarding badges for the positive behaviour. The key driver for the success of the objective needed to be a reduction in administrative burdens and ease of use for employees and managers.
The solution – real-time rewards for high performing employees
Enter SelfDrvn – a one-stop solution to engaging employees as well as their managers. SelfDrvn is a user-friendly, comprehensive employee engagement digital solution. It provides a consumerized user experience using mobile technology, gamification, and data analysis to transform the employee experience.
With the launch of the flexible points and recognition app powered by SelfDrvn, the company focused on three key features of the that enabled the company to achieve its objective of managers recognizing employees anywhere, anytime and track the results:
- Badges Allocation for positive behaviours
- Report: Allocated Reward Transaction
- Rewards Transaction Report
With the features above, employees are able to keep track of points rewarded by their managers by points and badges as a result of recognition of tasks done and for performing actions like peer support, collaboration, and subsequently convert the points to vouchers that are of use to the users – all powered by a single mobile application.
To the managers, they are now able to promptly instill positive morale to the team by quickly distribute points electronically to employees who can then receive their recognition immediately.
Rewarding High Performing Talents with their gifts of choice
Based on the employee’s performance, high performing employees are rewarded with points which they can accumulate the points and use them to redeem rewards that are meaningful to them, something that they choose and truly want.
Rewards that are redeemable through flexible points and recognition app powered by SelfDrvn includes gift cards from 200+ merchants including Lazada, Zalora, Adidas, Grab, SASA, FashionValet, and more.
Achieving a high 80% adoption rate
After implementation of the flexible points and recognition powered by SelfDrvn, the use by the company’s managers began to rise immediately and significantly to an adoption rate of 80%. Within the first 6 months, over 2,000 employees received recognition and this garnered positive reviews from the users that also include the impact of more regular, quantifiable recognition by their managers. Based on a gamification model, SelfDrvn fosters participation, healthy competition and meaningful dialogue with managers, teams and co-workers.
The case for success
With constant competition for market share as well as talent, companies must invest wisely and with sufficient data to support business decisions. Historically, businesses haven’t always viewed employee engagement as a prime driver of the bottom line.
The company’s results are strong indicators that a clear, timely and transparent recognition given by managers are key to employee engagement to celebrate their efforts and timely feedback of their performance in their job activities – made easier when powered by an ease-of-use employee engagement solution can dramatically increase participation and buy-in from employees and managers.
Want to use real-time rewards and recognition for your employees too? Request for a demo on how it works here!
“SelfDrvn encourages participation by all in a campaign primarily because what colleagues do on the platform is highly visible. Furthermore, being rewarded for taking part in certain activities certainly help drive participation”
– Jian Long, Engagement Champion, CA Trust PAC
A leader in audit, tax, and advisory services
CA Trust Pac is an independent member of the TGS Global Network Limited, an international network of professional business advisors. They offer audit, tax, and advisory services to small and mid-sized businesses, government as well as non-profit organizations.
The Challenge: Employee Retention
CA Trust Pac had one primary challenge – address retention levels.
As a small organization of 90 employees, growing the team was much less a priority to retaining the people they had and ensuring employee engagement was on the mark. One of their goals was to be seen as an employer of choice for young Accounting talent. Addressing employee social well-being and health and wellness were, therefore, top concerns.
They decided that events would be a primary platform through which they would undertake greater employee engagement as these were in-person activities. These events would provide a better listening channel as well help them provide better analysis of any data collected.
The Solution to increase employee engagement: Listen to the Voice of the Employee (VoE)
SelfDrvn represented a single yet comprehensive platform to manage multiple drivers of employee engagement. With a variety of tools and touchpoints including employee pulse surveys, reward, recognition, peer feedback, goal setting, and wellness, it was possible to tackle a number of aspects of the employee experience.
Take the app, Message in a Bottle, for example – this motivated employees to participate in idea generation, provide feedback as well as make suggestions for improvements. It is designed to allow for anonymous feedback and ideas generation that in turn, made it more engaging, fun and rewarding. And gamification meant that employees could compete among themselves and earn rewards for their contributions.
Message in a Bottle allows you to receive collective anonymous feedback from your employees and let them vote on the their top 3 most agreeable and top 3 answers they disagree to. This helps organisation to focus on issues that matters most to their employees through their collective voice.
The Newsfeed allowed employees to keep engaged socially, collaborate and stay informed.
Real-time rewards and recognition fuelled greater participation and by incorporating many of the employees’ ideas, participation rates increased which had a knock-on effect on the rest of the activities.
Success in increasing employee’s participation rate
As the statistics show, employee participation rates went through the roof at 97.5%. This increase in participation led to the creation and sharing of 1 idea from every 2 employees too (which is 4x more than traditional methods) all of which contributed to making their internal campaigns and initiatives an overwhelming success – signifying the true embodiment of a campaign that is “driven by employees for employees”.