Woven is a leading outsourced contact centre, customer management and BPO service provider, aiming to disrupt the industry through their People Powered by Technology proposition. Our aim was to ensure each of their 1000+ colleagues felt a part of the Woven family and could communicate quickly, easily and effectively in their teams and across the wider organisation.
Challenge
- Woven is a high growth company across multiple sites, with a need to increase visibility of activities across the organisation and decrease siloed working
- It was felt that the current comms method was ineffective, with c. 50% of colleagues not having access to a work email and thus being missed on key business updates
- Woven wanted to cut through the email backlog culture and handle internal communications in a more agile way
Solution
- End-user requirements were gathered and multiple solutions assessed and presented back on internal communications approaches
- The decision was made to proceed with Facebook Workplace - a cloud based tool with familiar functionality, requiring little training and the added benefit that it will be continually innovated and developed
- An 8-week rollout plan as delivered with pilot team and local champions, building to 32 workshops across all sites over 2 days prior to full launch
Outcome
- An integrated, customised solution, that enables all colleagues to access key business updates
- 92% monthly active users from all claimed accounts by the end of month 1
- An engaged workforce with a culture of information sharing and celebrating success
- A comms solution that works for all, including those with restricted web access due to PCI (mobile-first solution)
“We were delighted with the successful implementation of Facebook Workplace, which fits perfectly with our People Powered by Technology proposition. The Custerian team did a great job of building excitement and driving engagement across the organisation.” Nicola Collister, Chief Operations Officer, Woven
