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Challenges of deskless workers include the following un-served needs:
Communications is predominately via hard-copy, interoffice mail. Deskless workers receive info via home mail, interoffice, bulletin boards, etc.
Performance & training is lacking or often a paper based process. Line worker needs to be able to track necessary certifications training, etc. Line Manager needs to track completion of training and production capabilities of staff.
Staffing and scheduling is a manual, time-consuming task. Labor intensive for the scheduling manager and communicated via bulletin boards, etc to the employee.
Safety & compliance is paper based. No confirmation of receipt of alerts/guidelines
HR/Benefits support and/or inquiries are typically manual interactions to submit service request forms, ask questions and receive company information. It is a “track it down” process: Locate the department, figure out which forms to be filled out and make an appointment or stand in line.
Cannot confirm receipt of safety guidelines and alerts
Cannot access training materials on-site for skills advancement
Does not have access to performance-based tracking
Managers use manual and time-consuming processes to train and manage staff
Example Field Services:
Customers frustrated when field technicians don’t show up on time or don’t get the problem fixed on the first visit
Anytime, anywhere access to applications to help field technicians get the job done faster
Adding staff to meet demand; limited self-training and collaboration tools hinders new hire productivity
Dispatch or Work Order systems only way to communicate
Difficult to track HR compliance, such as completion of safety and compliance training or confirmation of email receipt
Example Retail Workers:
Millennials communicate differently, preferring texting and social tools over email and telephone
Some shoppers are more informed about products and promotions than store workers
Company communications are predominately via hard-copy, interoffice mail
Employee training is often paper-based and difficult to track compliance
Staffing and scheduling adjustments are manual and time consuming
Safety and compliance are paper-based processes. No confirmation of receipt
HR/Benefits support and inquiries are typically manual interactions
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Enable employees to champion new services and business models, improving time-to-market
Introduce enterprise social tools for cross-company collaboration and bottom-up feedback and knowledge sharing
Facilitate new hire onboarding, self-training, and safety compliance to accelerate new services
Empower employees to delight customers with personalized services and experiences
Provide anytime, anywhere access to company and service information for faster customer responses
Use modern devices and apps to enhance customer experience
Improve productivity of all employees to increase operational eff