Globe Telecom initially started working with The Bot Platform in response to the operational challenges being caused by Coronavirus. They had an urgent need to build bespoke tools that would help keep their 8300 employees and frontline staff safe and informed.
In a matter of days they were able to deploy custom bots that handled contact tracing, important alerts, emergency resources and pulse surveys. After seeing the success of this, they then turned their attention to other areas of the business where bots on Workplace could help – including company recognition, help desk automation and much more.
As an essential business in the Philippines, Globe Telecom had to continue operating to ensure that their customers stayed connected to family, friends and colleagues and could access the information that mattered most to them.
But staying open in these new working conditions also meant they needed to ensure that their staff stayed safe.
With a 98% adoption rate on Workplace from Facebook, Globe Telecom already had a channel where their staff could be reached – whether they be in the office, at home or on the shop floor. The problem was the sheer amount of work involved in delivering such vital information to thousands of distributed staff was too much for the Globe Telecom team to handle manually. And with things changing on a daily, and sometimes hourly, basis they needed to use technology to help them adapt and respond in time.
Using The Bot Platform Globe Telecom’s Employee Experience team were able to rapidly plan, build and launch tools that would keep their staff safe and informed throughout the pandemic.
In just 8 days they created their digital usher for disasters and emergencies, fittingly named DUDE, that handled everything from sending important updates and ensuring staff can access helpful resources, to answering staff questions and ensuring contact tracing policies were being followed correctly.
Globe Telecom’s digital usher for disasters and emergencies, also known as the delightful acronym DUDE, was initially launched to help manage a complex national contact tracing system. Previously staff were being asked to manually update a centrally owned database, but many weren’t and reminding staff to do so was taking up a huge amount of time.
Using DUDE, staff were automatically sent daily reminders asking them how they were feeling, if they had come into contact with anyone with COVID, developed any symptoms or tested positive themselves. Based on staff responses, DUDE could then provide emergency support, contact information, instructions for isolation and alert anyone who may have come into contact with them.
Almost immediately DUDE was being used by 76% of staff and instead of being an unwelcome interruption, DUDE became seen as a friendly companion and helpful colleague with employees actively looking forward to hearing from their friendly digital workmate each day.
With such a great response to DUDE, the Employee Experience team then looked at how else DUDE could help. They added information about a mental health program to help with COVID related stress. They allowed staff to request additional PPE and cleaning supplies through the bot, or even book emergency transportation to a hospital.
DUDE also sent pulse surveys to check in with staff and see how they were doing. The previous method of running surveys at Globe Telecom usually resulted in around 2000 responses after a week and required multiple follow ups, but DUDE generated over 5000 responses (150% increase) without the need for any leaderboards posts or follow ups.
In terms of promotion DUDE was put in front of staff by using The Bot Platform’s broadcast feature, as well as posts being published on various groups on Workplace and employee communication channels. But Globe also got their internal champions and leadership teams singing DUDE’s praises with Ernest Cu, Globe’s CEO, telling staff at a company wide All Hands meeting that he uses DUDE every day and they should ensure they do the same.
For Globe’s Employee Experience team though, the most effective driver of usage and adoption from staff has been the echo chamber on Workplace of positive feedback and stories about using DUDE from staff.
One of the biggest impacts of using The Bot Platform for Globe Telecom has been the speed and agility in which it’s enabled them to respond and react to an unprecedented crisis that’s impacted every employee across the organisation. By empowering members of their Employee Experience team to easily build their own work tools, they’ve been able to solve communication and operational challenges with bespoke software solutions that they’ve created themselves. And, as well as helping non-technical staff, The Bot Platform has also helped their IT team quickly deploy digital assistants and integrate processes into Workplace.
DUDE was built in just 8 days and serves as a welcomed digital colleague being used by 76% of staff at Globe Telecom every day.
Pulse surveys sent by bots on Workplace resulted in a 150% increase in responses from staff without the need for leaderboards posts or follow ups.
And Wanda has generated a 330% increase in Thank You’s from staff while only being live for 5 months.
They are now turning their attention to other use cases including learning and development, onboarding, offboarding and events.
How Countdown are using bots to communicate with frontline workers and increase engagement on Workplace.
Creating automation tools that encourage learning and keep staff informed during times of crisis.
How bots on Workplace helped Dixons Carphone involve 24,000 colleagues in defining their new corporate values.