This case study describes how we have helped our client to achieve its business goals for its Operational Management and Knowledge Management initiatives by implementing a futuristic Employee Social Network, deployed on our Social CRM enabled digital business transformation platform.
Key customer data :
Largest Pharma Companies
Years of Track Record
Major Healthcare Markets
Vision : “To be a leading provider of important healthcare brands to improve the lives of people in the region”
APAC Headquarters is based in Singapore and with over 3,500 employees in this region, they operate across the entire commercial value chain, from regulatory approval to medical affairs and product launch to lifecycle management with a diverse portfolio of proprietary and partnered brands in key therapeutic fields, including Dermatology, Primary Care, Allergy/Respiratory, Cardiovascular, Select Specialty Care, Men’s Health and Consumer Health.
The phrase "Future of Work," has become a buzz word. There are hundreds of conferences, books, and articles on the topic, covering everything from artificial intelligence to knowledge management to economic inequality to operational automation.
The reason for the importance on “Future of Work” is intrinsically linked to the changing trends in the work arena (aka workspace) as an outcome of the impact of the economic cycle.
- Today, companies and employees conduct their businesses on cloud and using multiple collaborative and social media enabled applications and tools. They engage with people across hierarchical, functional, and business unit boundaries. Increasingly, as the baby boomers and Gen X get replaced by Gen Y, Z and Millennials in the work force, constant change of jobs (on an average less than 2 years) has become a regular feature creating a huge impact on retaining the knowledge within an organization.
- Contingent working lifestyle is also becoming a commonplace with the evolution of “freelance” style of working coupled with the dynamics of placing an emphasis of experiential life. Millennials are now focused on experiencing life with constant regular break/offtime in their careers, rather the longevity at an organisation. This further accentuates the knowledge retention issue faced by organizations.
- Furthermore, in response to the contingent and contract workforce, organisations are considering to flatten its structures to adapt to the dynamics of the workforce; to leverage the dynamism of the youngsters along with the experience of the veterans.
- As organizations connect employees across its workforce, the invisible business networks of employees helps to accomplish business goals as a team, than ever before. Thus it becomes paramount to measure relevant collaboration metric of such invisible networks of employees at different levels; for example individual, teams and organisation. However, the triumvirate trends described above adds onto the woes as productivity is not going up while costs escalate.
To meet the demands of such collaboration needs, one would require much more capabilities than a traditional software solution can provide.
Some of the studies conducted by leading consulting firms in the world, point to the direction of “Future of Work” – an operational and knowledge management process reengineering within an organization powered through social technologies, and based primarily on radical changes in communication and collaboration, could :
- Two-thirds of knowledge value creation from social technologies comes from improving communications and collaboration within and across enterprises.
- Raise productivity of collaborating workforce by 20% to 25%.
- Searchable store of social messages could allow employees to repurpose 30% to 35% of their information search time.
- Nearly 50 percent of an employee’s impact on business unit profitability comes from the ability to help others and be helped by others.
- About 63 percent of CEOs believe that a collaborative environment draws out the best from their staff.
- Social technologies can raise productivity of high-skill knowledge workers by 20 to 25 percent.
- Improved its employees ability to find information by 31%, and to find people who knew the person with information by 71%.
Traditional portal products like Microsoft SharePoint, IBM Lotus Notes (now Connections) have been doing well when companies were operating within the intranet kind of environment, where collaboration is not the main need. Traditional approach is largely focused in accomplishing individual tasks to measure the overall performance of the organisation as defined by traditional process-based-tools such as total quality management system etc.
With the above context, our client had the following business needs to be achieved:
- Replace Microsoft SharePoint with a social CRM enabled ESN(Employee Social Network)
- An employee social network solution which can be configured to suit organisation’s specific operational and knowledge management needs.
- Ability to retain knowledge while reducing redundancy of information across the organisation.
- A dashboard driven internal communication portal which can be managed by countries, regions, departments, functions and all the way to an employee level.
- Ability for employees to manage, measure and monitor social collaboration within the organisation.
- Ability to improve finding information and experts within the organisation.
- An environment to allow the intellectual curiosity/discussion beneficial for the organisation to bloom.
- Ability to track, approve, authorise and share business sensitive information such as Trademarks, Patents, Copyrights in a central, secured environment, across the regions and even with external stake holders.
- Leverage and integrate with existing resources.
Sambaash’s Social CRM enabled platform, helps to define its Employee Social Network (ESN), to empower employees with power of social networking, content management and real-time collaboration. With the four core objectives Retain Knowledge, Capture Collective Intelligence, Foster Collaboration and Increase Productivity, the platform has evolved to become a robust operational & knowledge management engine, with embedded business processes and best practices imbibed from large enterprises, including global companies. Following are the core elements of our platform:
- Personalised workspace for employees to feel like a community.
- Connect & collaborate seamlessly across hierarchies, geographies and time zone while adhering to organisation framework such as country, region, department etc.
- Get employees expertise and achievements noticed and recognized.
- Radically knowledge management flow within the organisation.
- Stimulate discussions and intellectual collaboration.
- Improve communication and information flow as part of the operational management aspects.
- Instantly get help or help others.
- Organise discussions and meeting remotely and on-demand without a meeting room.
- Analytics dashboards enhance the engagement process.
- Well organised document repository system.
- Secured vault to store, approve and authorise sharing of business sensitive information, even with external stakeholders.
- Integrate with existing intranet applications.
- Secured communication with both internal & external stakeholder.
- The look, feel & benefits of social media enabled Apps and tools, especially for the new generation workforce.
In order do this; organisations would need a comprehensive business process flow and information collaboration platform to transform the organization’s culture & process around operational and knowledge management. We at Sambaash would recommend one more step forward, that is to implement a Social CRM enabled platform & having social technologies coupled with business process to create greater outcome for the organization towards the direction of Future of Work.