Citizens Advice is a network of independent charities throughout the United Kingdom that provides free, confidential information and advice to assist people with their problems.
To make their well-oiled machine run smoothly, they began the journey to bots on Workplace to enable their staff to have quick and easy access to the information, knowledge, and tools they need to do their jobs.
As a company dedicated to providing the information people need to move forward, improving accessibility to that information for staff was essential for growth and improved company performance.
Pandora Longstreth, Workplace Engagement Officer at Citizens Advice, wanted her staff to spend less time on mundane tasks so they could spend more time on bigger things, like supporting their communities.
Before implementing bots on Workplace, internal communication and accessibility to information was fractured. Old-school communications tactics were creating roadblocks in day-to-day operations for their 30,000 staff members and volunteers.
They needed a solution to open up the communication pipeline and make content delivery easy, but wanted to place emphasis on keeping those conversations personal and helpful.
Since adopting The Bot Platform to their Workplace instance, Citizens Advice have created a number of bots that are helping their staff be more productive at work by automating internal processes and content delivery in a variety of ways.
The Review bot was built by Citizens Advice to survey staff on how they are finding Workplace. Staff can enter information about the ease of use and their confidence in using Workplace, which features they like the most, and which areas of Workplace they would like to receive more information or training on. The bot can then direct staff members to educational Workplace groups and resources.
This initial bot served another purpose – helping Pandora and her team learn how to build bots by solving a simple problem first, then tackling bigger things down the road once they had key learnings from this experience.
Before using bots, the Citizens Advice team members were spending their time on the wrong things.
New starters used to spend 30 minutes alone trying to figure out where they should begin on their first day. Processes were confusing and there wasn’t a singular place staff could go to access information.
In terms of the Stand Up bot, the Citizens Advice comms team used to have a Monday stand up with everyone, but this quickly grew to 30-45 minutes spent just to get through everyone. Teams were only given a small glimpse into what everyone was working on.
With bots, Pandora is able to automate internal processes and content delivery which is saving staff huge amounts of time but also being received incredibly well by users, with their first two bots getting over 90% positive feedback. More so, bots are also helping to increase understanding of and engagement with Workplace as an internal communication and collaboration platform at Citizens Advice.
A massive goal of bots for Citizens Advice was to change how people work. Bots enabled them to understand what they can do to help staff succeed by using Workplace to create a collaborative business culture.