The client is a British cosmetics, perfume and skin care company who serves 30 million customers worldwide in over 60 countries.
The organisation were looking to introduce a new intranet which would allow increased efficiency between corporate and retail based staff. The introduction of a new multilingual intranet would cater for these requirements.
The client was looking to deliver on 3 key areas of focus with a new intranet. These included operational excellence, employee engagement and customer experience. They wanted to ensure that employees could access all areas with the relevant information at any given moment. The organisation recognised that if employees are kept happy they would feel valued which in turn would enable them to deliver a positive in store experience for their customers.
The client was aware that giving employees a chance to voice their views would result in higher engagement amongst them. Consequently, this would create a feedback loop amongst all corporate and retail teams.
Information is now more effectively being distributed through the intranet:
Consequently, this information will aid retail staff in offering a better in store customer experience.
One challenge the client was experiencing was the need to implement a new intranet to 60 different countries to a workforce who spoke a diverse range of languages. In order to facilitate this, they selected WM Reply to create their intranet due to our experience and global expertise with this technology. Other areas to look into were issues around connectivity, bandwidth and latency relating to the technical issues that were experienced by the stores. Additionally, the employees could be reluctant to the cultural change so an intranet that would have the employees’ best interest in mind was crucial to decrease the chances of them being hesitant towards it. If employees were to adopt this new platform, it would be crucial to ensure that they would have a seamless experience to have a positive outlook. As a result, it was important to implement a solution that would work well along with the challenges.
Some of the positive aspects of implementing the intranet are listed below:
We have developed our Intranet Accelerator platform to deliver significantly faster deployments, cost savings and a more stable solution that benefits from hundreds of hours of development, testing and fine tuning. With the rapid development of Office 365, WM Reply’s intranet accelerator is constantly being updated to take advantage of these changes.
WM Reply’s expertise in employee experience and user experience allowed the challenges faced by the business to be tackled through their expertise with agile delivery. Consequently, WM Reply were able to deliver on the requirements and meet the multilingual requests by developing a feedback loop across all languages which would allow the necessary speed and efficiency required.
Custom Development, like a virtual keyboard, make sure, the solution can also be used under the actual conditions at the POS. Using Azure technology, WM Reply implemented a feature that allows users to accept terms & conditions in a legally compliant way. Another custom feature enables users to manage their own and assign tasks to others whilst tracking their progress and facilitating (remote) teamwork. These processes allowed the client to achieve their goal of having a complete solution in operation before their old system was decommissioned.