When it comes to the modern working environment, accessibility to information is no longer a want – it’s a need. Business-critical information needs to be quickly and easily accessible for all employees – whether they’re on the frontline, in the field or based in an office or at home.
With a distributed UK workforce of around 2,000 employees, Clarins UK were looking to build their own automated tools on Workplace to better their information exchange, improve processes and develop better access to documents, whilst at the same time, increase the visibility of important company news and announcements.
When Clarins UK Group joined Workplace from Facebook, it became their central internal communications hub for all employees to find, access and exchange information.
With a successful launch and high adoption rate amongst employees from early on, James Deren, Internal Communications & Engagement Business Partner at Clarins UK Group, was looking for ways to leverage new tools and features to make their Workplace instance work smarter for everyone, regardless of job function or geographical location.
In order to learn which areas of communication and engagement needed improvement, employees were asked to share their opinions via an online survey. Once the results had been collated, it became clear their staff wanted better access to information, easier-to-find documents and improvements to processes.
After reviewing the survey responses, James and Emilie Maunoury, Digital, CRM & Ecommerce Director, set their sights on addressing these issues and requirements using bots on Workplace. Using The Bot Platform, James has begun creating a suite of automation tools to combat key information exchange issues like document searching and raising awareness of important announcements.
To help keep employees properly informed, the ‘Important Announcements’ bot is used to broadcast company announcements from the Leadership Team and their Paris Headquarters. This bot is primarily used to raise visibility and awareness of important company updates and provide employees with easier access to information.
Employees are sent a broadcast message directly to their Work Chat inbox, which contains a call to action from the Managing Director and a link to view in full on Workplace.
To encourage employees to engage with the content, the bot has been designed using eye-catching graphics, which are deployed as part of each important announcement. These graphics provide employees with a brief overview of the full content and encourage them to click through to read more.
The key objective of the Important Announcement bot was to ensure employees received this important information in a more agile and direct way. For frontline employees busy working on the shop floor, having a bot send these announcements directly within Workplace Chat helps bring content to their attention while also offering an easy to use experience on mobile and tablet devices. While a relatively simple use case, the program has proven successful with links to news posts generating a 76% CTR.
Using The Bot Platform has enabled Clarins UK Group to take control of building their own automation tools, without needing to rely on 3rd party providers or internal/external developers. The result is that Clarins UK Group are able to be considerably more agile with their communication. Bots can and have been created quickly and easily to solve key strategic (and ad hoc) communication and productivity challenges being faced by their employees.
The bots built by Clarins UK Group were able to replace and improve previous processes and channels of communication and, with the familiar interface of Workplace and Workplace Chat, employees have seamlessly adopted these digital tools into their day-to-day working life.
Alongside providing employees with resources previously more challenging and time consuming to obtain, these bots have also helped highlight important new policies, updates from the Leadership Team and have increased Workplace engagement and collaboration.
Clarins UK Group have plenty more bots in the pipeline, including new starter onboarding, employee-driven ideas generation to bring about positive change, and, the recapping of key messages, information and updates from a predetermined period of time, should they have been out of the business. A very exciting 2020 lies ahead for James and his ambitious plans for modernising internal communication at Clarins UK.
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