At a glance 👀
76% of employees use DUDE every day
150% increase in survey responses
Increased company recognition by 900%
The challenge
Globe Telecom initially started working with The Bot Platform in response to operational challenges 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.
As an essential business in the Philippines, Globe Telecom continued operating to ensure that their customers stayed connected to family, friends and colleagues, during a time when they were needed the most.
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 Meta, 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.
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. They then moved on to building a suite of other bots and digital assistants for their workforce.
Click below to explore some of the solutions Globe Telecom have built using The Bot Platform
- DUDE
- WANDA
- DANI
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.
Following DUDE’s success, 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. Globe Telecom wanted to integrate their employee appreciation efforts into Workplace to make it easier for staff to find and participate – WANDA to the rescue!
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.
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
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 900% increase in recognition nominations from staff compared to the previous year.
Here's what they had to say
Vicky Marquez
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.
Mark Dimaisip
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.
