Case Study
The client is a world leader in the consumer-packaged goods (CPG) industry, with a diverse portfolio of products including food and refreshments, home care, beauty, and personal care.
With a workforce of over 125,000 people and presence in over 190+ countries, the company wanted to gather real-time feedback on the tools and technologies used by their employees. This exercise included various teams such as supplier operations, finance, research and development, and strategy and insights.
Key Challenges
Previously, the client relied on generic online feedback forms to gather employee feedback on various technological platforms used within the organization. However, collecting and consolidating this data for analysis efficiently was a challenge. This hindered their ability to extract key insights and make informed decisions to improve the technology experience which manifested in:
- Restricted platform functionality: Due to manual data extraction, scattered insights, and limited data aggregation, the client struggled to analyze trends and perform deep dives across platforms.
- Low survey participation: The use of generic links meant limited distribution of the survey, thereby reducing overall response rates. This further obstructed the analysis of sentiments and the ability to make informed decisions.
- Inability to get actionable insights: The client was unable to get a holistic view of the data captured across different departments which hindered their ability to derive actionable insights.
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Talk To ExpertsThe Solution
Infosys brought its strong expertise in devising solutions and, system integrations to the project. This included developing and implementing surveys, workflows, and dashboards for all the systems involved. Additionally, Infosys created a consolidated dashboard within Qualtrics to synchronize feedback from various systems, ensuring a seamless and efficient feedback management process.
The Infosys solution included:
- Utilizing adaptability and tailored solutions: Infosys expanded the survey reach across client’s diverse verticals, successfully launching surveys for procurement, planning, finance, and other critical departments. This extensive deployment leveraged Infosys' capabilities in customizing solutions to meet the specific needs of each vertical, addressing both business and technological needs.
- Real-time website feedback: Infosys provided expert guidance to client teams in configuring website feedback intercepts. This collaborative effort led to the successful launch of four feedback intercepts across multiple platforms, enabling real-time collection and analysis of feedback.
- Efficient systems integration: Infosys integrated Qualtrics with over 15 systems to capture feedback from survey responses. This robust integration facilitated the collection of valuable insights from various touchpoints throughout the customer journey, with Infosys' proficiency in technical integration and commitment to client success.
- Centralized data visualization: Infosys streamlined feedback aggregation by developing a consolidated dashboard that collates employee feedback from multiple platforms used during the customer journey. This centralized approach complemented the creation of over 30 individual dashboards for each platform, offering both a comprehensive overview as well as detailed insights into employee sentiment.
Infosys played a pivotal role in implementing the Employee Technology Experience (ETX) solution. This included integrating systems, implementing and distributing surveys, configuring website feedback intercepts, uploading historical data, configuring workflows, developing dashboards, and configuring TextIQ. This comprehensive scope of responsibilities harnessed Infosys' expertise in delivering end-to-end solutions that enhance employee technology experience.
The scope of the program has expanded to include over 20 additional systems across multiple functions within the client organization, encompassing more than 25 new projects.
Several use cases were implemented by integrating Qualtrics with various platforms and implementing website intercepts to allow real-time responses.
This approach provides a holistic view of capturing data on employee technology experience and sentiments to make informed decisions.
Benefits
Centralized feedback system for holistic tech
experience
Infosys optimized employee technology experience by centralizing
feedback collection and analysis. This unified platform
facilitated continuous listening across all business units,
providing a holistic view of employee sentiment. Improved
efficiency, enhanced collaboration, and data-driven insights
empowered strategic decision-making and directly enhanced the
employee journey.
Improved response rates
Configuration of website intercepts facilitated easy access to
surveys, resulting in increased employee participation and
higher response rates.
Listening at significant touchpoints
Strategically placed feedback mechanisms throughout the
employee's journey captured valuable insights into employee
preferences, expectations, and pain points. This comprehensive
approach empowered the business to pinpoint areas for
improvement and proactively address employee needs, leading to a
more seamless and satisfying employee technology experience.
Early problem-solving for IT efficiency
Early detection and resolution of technological issues reduced
wasted IT support time, ensuring optimal resource utilization
and long-term cost savings.
Improvement in net promoter score
Transforming feedback into actionable insights enabled the
identification and resolution of process bottlenecks and
inefficiencies. This data-driven optimization improved the
overall employee technology experience, reduced friction, and
enhanced overall employee satisfaction, resulting in improved
net promoter scores.
Automated data flow for seamless integration
Seamless integration between systems eliminated manual data
transfer and minimized the risk of errors. This automated flow
ensured timely availability of actionable insights, enabling
prompt responses to employee technology feedback and continuous
experience improvement.
Enhanced employee satisfaction with technology
A culture of open communication, with the management attentively
listening to employees, fostered a more productive and
tech-savvy workforce. This empowerment enabled employees to
provide superior customer service.
Empowered teams, happy customers
Equipping teams with the necessary tools unlocked their
potential to cultivate thriving relationships with happy
customers.
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