Globe Telecom

Keeping thousands of frontline workers connected, informed and engaged.
Crisis Support:

Coronavirus response tools

Staff Recognition:

Appreciation program

Help Desk:

Process automation

PROJECT OVERVIEW

Using bots to supercharge the employee experience

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.

The challenge

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.

Our staff LOVE our bots - DUDE, WANDA and DANI have personalities and are all seen as fellow colleagues at Globe Telecom, not just boring work apps.
Mark Dimaisip
Employee Engagement Manager

The solutions

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. 

After seeing how easy The Bot Platform was to use and the benefits that came with automation on Workplace, Globe Telecom’s Employee Experience team turned their attention to another challenge they had been facing – employee recognition. 

Employee appreciation and creating a culture of recognition is incredibly important at Globe Telecom. Previously they were using a separate app that staff could use to recognise their colleagues and, on average, it received about 2000 submissions a year. With their staff all being connected on Workplace, Globe Telecom wanted to integrate their employee appreciation efforts into the same channel to make it easier for staff to find and participate, and remove the need for a separate third party app to manage and direct people to. 

Globe Telecom’s new recognition program is called Wanda and was inspired by their original company slogan, Create Wonderful. Using WANDA staff can say thank you to a colleague by selecting an e-card from a series of templates and adding a personalized message. Staff can also see thank you’s that they’ve received from their colleagues, see leaderboards with the most thanked staff, and access FAQs about the broader recognition program. 

WANDA was launched in June of 2020 and has already received over 8600 thank yous from staff, more than 4x the amount of nominations they used to get in a year and, if it continues at the same pace, is on track for a 900% increase in nominations from staff over the course of a year.    

As well as helping with ongoing recognition, WANDA was also used to celebrate Globe Telecom’s anniversary on the 17th September. For this year’s 917 day, special eCards were created for staff to send to each other and broadcasts were sent out recognising teams that had gone above and beyond. These anniversary Thank You’s were sent by over 1000 people in just 2 days.

Seeing the success the Employee Experience team were having with building their own bots on Workplace, Globe Telecom’s IT team decided to build an automated assistant that would help with hardware and device issues being reported by staff. 

Using The Bot Platform, the IT team were able to easily create and launch DANI – their Device Anomaly Investigator.  

Previously, IT Help Desk enquiries were handled by a third party ticketing system which made it harder for staff to easily log and report issues they were experiencing with equipment. With DANI, all of this was able to be integrated directly into Workplace from Facebook. Using the bot, staff can submit questions and support tickets about hardware and device issues, see FAQs and troubleshooting tips, or even book an appointment with Globe Telecom’s ‘Mobile IT Bar.’  

Business impact

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.

 

Results

0 %
employees use DUDE every day
0 %
increase in survey responses
0 %
increase in Thank You’s from staff YoY
For someone who is innovative and has ideas on how to improve the employee experience, it's really frustrating not being able to code and build tools that will help. The Bot Platform solves that. What took us a year with a previous partner only took us 2 months with TBP, and we built a contact tracing tool in just 8 days. That’s incredible.
Vicky Marquez
Employee Engagement Expert

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Interested in learning more? Drop us a line and let's chat.