How SilkRoad’s integrated talent management solution helped remove the HR paperwork mountain generated by high staff turnover and robust training requirements at Lumo Energy Read more here: http://bit.ly/1p6Iy9p

1. Removing administration, re-inventing processes and
delivering HR service excellence
One of Australia’s leading electricity and gas retailers, Lumo Energy houses a combined
workforce of 500 people, all of whom were supported by a single HR team. Further
compounding the problem, more than half the company’s employees are based in a
Melbourne call centre, which created a pressing need for effective recruitment and retention
measures to counteract high staff turnover and hiring demands. As a result, the HR team
struggled to overcome excessive amounts of paperwork, which prevented them from
offering a high level of support to the business.
In order to find a solution, the company conducted a strategic HR review, which revealed the
need for a software program that would help the team better manage the recruitment,
onboarding, people management, and learning and development (L&D) processes, which
were previously handled either by HR or management on a case-by-case basis.
However, implementing a consistent onboarding and L&D framework was a formidable task,
and in order to increase the quality of HR services, the company first needed to automate
several key tasks, reducing the administrative load handled by the team and line managers in
the process.
The organisation turned to SilkRoad’s LifeSuite solution to help automate their processes,
and enable future growth by identifying and developing the next generation of leaders.
Background
For more information: asia@silkroad.com | www.silkroad.com
How SilkRoad’s integrated talent management
solutions helped remove the HR paperwork mountain
generated by high staff turnover and robust training
requirements at Lumo Energy.
“
This started as a business
partnership but, of course, it has
become about the people. Really,
it is a commitment to one year
working together, then it’s an
ongoing relationship – you need to
believe you can work with them.
The person selling the product
becomes the product.
Rachel Berhang
Organisational Development Specialist
Lumo Energy
Lumo Energy’s Recruitment Portal Lumo Energy’s Career Twitter

2. Solution
End-to-End HR Software | www.silkroad.com
Talent Acquisition | Talent Development | HRMS | Talent Portal
New hiring functionality
The company implemented LifeSuite’s OpenHire
solution to replace manager-reliant onboarding
procedures and paper recruitment data with
innovative, strategic processes that enabled the HR
team to grow and refine a talent pool of potential
hires that have been pre-screened for future
positions.
The system also reduced the amount of time spent
on each discrete recruitment process; and helped
identify the right cultural fit and talent profile for
each position, helping reduce turnover. Meanwhile
externally, OpenHire enabled the company to
engage with the talent pool and position the
organisation as an Employer of Choice.
Performance management
The company aimed to tackle retention and attrition by
improving their performance management process with the
introduction of SilkRoad’s WingSpan solution. Through the
system, the company was able to set goals, evaluate
employee skills, provide feedback and keep them informed
of opportunities for development, which helped improve
employee engagement and reduce attrition rates.
Moreover, through WingSpan, business leaders can now
manage workflows, goals and KPIs with greater ease,
whether for an individual or an entire department. This, in
turn, has reduced time spent on these processes, freeing up
the business to focus on building the bottom line.
Employee Onboarding
The company also introduced RedCarpet, which enabled
employees to access specific content relevant to their role,
location or job function, as well as details about informal
benefits such as gym memberships. Information about
company procedures is also recorded on this system,
ensuring valuable knowledge isn’t lost if an individual leaves,
and sharing this content in a timely, activity-driven manner
ensures that new hires receive the correct training at each
precise stage of the comprehensive six-month onboarding
process.
Previously, managers went through this process personally
with each new recruit; however since implementing LifeSuite
they can devote their time to ensuring the new hire quickly
becomes productive in their role instead.
Training and development
Due to high attrition rates in the call centre, training
courses for new recruits needed to be run on a
regular basis. LifeSuite’s GreenLight solution enabled
the HR team to target individuals at various stages of
their onboarding process or employee lifecycle,
making sure they received the training they needed,
when they needed it. Workers are also now able to
take advantage of e-learning units such as online
leadership courses, putting them firmly in control of
their own development.
Putting the system online also meant that
compliance training records are easy to access and
update, which was a major success for Lumo
because the company is required to continually
provide compliance training by law. In the event of a
compliance audit, training records can now be
provided with just a few clicks of the mouse. In the
past this report took a team of five people up to
three days to compile.
“SilkRoad is different. They are a perfect match and a
great fit for us as an SME. The support is great, and
we have a good relationship. They held our hand, and
were very flexible. We know the name of the company,
but we know the names of the people as well.
Rachel Berhang
Organisational Development Specialist
Lumo Energy

3. End-to-End HR Software | www.silkroad.com
Talent Acquisition | Talent Development | HRMS | Talent Portal
Results
A cut above the rest
With a plethora of recruitment, onboarding, people
management and learning and development systems
available on the market, Lumo chose SilkRoad’s LifeSuite
because their solution provided strength in all areas,
rather than prioritising one feature with other modules
added on as extras. And being able to deliver such a
powerful, impressive tool to the business in four
comprehensive modules over just ten months, within
budget, pleased management as much as it thrilled the
HR team.
During the implementation, SilkRoad’s project team
devoted a great deal of time making sure the Lumo
administrators were properly trained in order to support
the user base. Having configured solutions to meet their
unique needs, the software company also provided
training sessions to prepare different user groups for the
change the system would generate. Those changes have
successfully streamlined Lumo’s operational efficiencies,
freeing up valuable time that could be better spent
recruiting new talent, ensuring employees are engaged
and motivated, providing outstanding service to their
customers and ultimately building the business.
Time-saving
Thanks to all four SilkRoad solutions, the company was able to automate
many necessary but time-consuming manual procedures, increasing
efficiencies and saving countless man-hours in the process. Before the
implementation of LifeSuite, the HR team at LUMO spent 60% of their
day dealing with time-consuming paper work, however the company
believes the reduction of time spent processing documentation and
chasing incomplete, incorrect or overdue paperwork is invaluable.
Lumo Energy’s Onboarding Portal
“This initiative is very important for
us and SilkRoad get that. We were
not treated like any other client. It
is a good solution, but we’ve got a
good relationship too.
Rachel Berhang
Organisational Development Specialist
Lumo Energy

4. End-to-End HR Software | www.silkroad.com
Talent Acquisition | Talent Development | HRMS | Talent Portal
500 Number of employees in
Australia at Lumo Energy 50% Percentage of workforce
based in call centre
Number of L&D modules to be
conducted over 10 months
60% Percentage of day
consumed by paperwork
before LifeSuite
100s Number of new resumes that will no
longer need to be reviewed thanks to the
growing previous-applicant CV database
The Problem
!
High staff turnover resulted in
continual recruitment drives and
significant training requirements,
which were processed manually
HR was overwhelmed by
paperwork, unable to offer
strategic support to the business
Six-month onboarding process
that was difficult to manage
No central repository for
information about company
procedures and protocols
The Solution
!
!
Online recruiting solution
!
Online onboarding solution
!
Online performance
management solution
!
Online learning
management solution
The Results
!
Fully automated recruitment and
onboarding process that reduces
time spent sifting through CVs
and getting employees settled in
Online learning and development
system that provides e-learning
for employees and critical
training reports for the business
Increased employee engagement,
reduced attrition rates
Both HR and the business can
now focus on building the
bottom line.
4
At a glance…