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How Employee Engagement is Driving Operational Excellence at
Shell InternationalBONG FADULLON,GM, Retail Onsite Operational Excellence, Shell Centre
STEVEN KRAMER, CEO, WorkJam
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EMPOWERING & ENGAGINGTHE FRONTLINE IN THE DIGITAL AGE
Bong Fadullon, GM Global Site Operations Excellence –Shell Retail
Steven Kramer, CEO-WorkJam
Importance of Engagement
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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Tightening Labor Market
Labor Cost
Policy Environment
Millennial Workforce
Customer Expectations
Changing Nature of Retail
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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GHTS The Major Dilemma in Retail Today
BUT…
No room for additional optimization of schedule+
No effective way to drive change in the organization down to associates
+No pot of gold to pay for all of these new costs unless
margins improve
The associate experience drives the customer experience
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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GHTS Retailers Must Quickly Adapt
Employee Engagement
Agility
Revenue Augmentation Operational
Efficiency
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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GHTS Top 3 Contributors to Employee
Engagement
Proportion of HighlyEngaged EmployeesExperiencing This:
HIG
HEN
GAG
EMEN
TProportion of Low- or No-Engagement EmployeesExperiencing This:99%
98%
99%
89%
70%
53%
LOW
ENG
AGEM
ENT
They know what isexpected of them at work
They have equipmentneeded to do their job
They are able to do theirbest every day
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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The Shell Story
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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WELCOME TO SHELLENABLE AND SUPPORT THE CONSISTENT DELIVERY OF THE WELCOME TO SHELL PROPOSITION ON SITE High quality Customer Value Proposition
execution Retailers Service Champions are engaged
and passionate Business driven Partners Business and excellence driven Sales
Force
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NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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GHTS EXTERNAL INSIGHTS
REDUCE COST INCREASE PRODUCTIVITY SAVE TIMEDELIGHT YOUR CUSTOMERS
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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GHTS INTERNAL INSIGHTS: DO WE ENGAGE OUR
FRONTLINE SERVICE CHAMPIONS ENOUGH?Many
Not happy at site
Manywould not
recommend their workplace
Many are not
satisfied in their job
VOICE OF SERVICE CHAMPION SURVEY HIGHEST INFLUENCE ON ENGAGEMENTNRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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GHTS WHAT’S THE BENEFIT?
INCREASED PROFIT
/GROWTH
HIGHLY ENGAGED & MOTIVATED
STAFF
SATISFIED CUSTOMERS
LOYAL CUSTOMERS
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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GHTS WHAT DRIVES CUSTOMER LOYALTY?
CUSTOMERS WHO FEEL TREATED LIKE GUESTS…
…ARE 4x MORE SATISFIED
WITH THEIR VISIT TO
SHELL
4x
…AND 2x MORE LIKELY TO RETURN2x
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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INTRODUCING WORKJAM
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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“The increasing demand for a better customer experience means having engaged frontline staff that are fully trained to deliver WELCOME TO SHELL”
WORKJAM = LAST MILE OF WORKFORCE MANAGEMENT
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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GHTS WorkJam is a Digital Workplace Platform
for Hourly Workforces
WorkJam bridges the gap between the WFM system and customer engagement to simplify the complexities of managing, communicating and engaging hourly workforces
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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• Ensuring store labor is integrated and aligned
• Execute on the elements that matter most to customers
• Reengineer processes to cut costs in areas that customers do not value
• Building skills and reworking processes in a way that balances employee needs with customer needs through discovery, training and two-way communication
• Provide agility and new strategies in scheduling and staffing to demand
WorkJam is a Digital Workplace Platform for Hourly Workforces
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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Messaging and Communication
WHAT IS WORKJAM? Schedule Maintenance
Channels and Community
Shift Management
Digital Badges and Reward
Training and Assessments
Task Management
Campaign Execution
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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WorkJam B2B Real-time Integration Platform
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
Workforce Management
Human CapitalManagement
Social Media
Single Sign On (SSO)
Warehouse Management (WMS)Logistics
Order Management (OMS) Cross Channel
Point-of-Sale (POS)Engage
Extend
Schedule
Learning Management
Archive
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WorkJam: Campaign ExecutionReta
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NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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KEY BENEFITS: Personalized target lists Multiple filters such as:
Position Store Group/Brand Regions Any other attribute
KEY FEATURE: TARGETED BROADCASTS AND DIRECT MESSAGING
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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KEY BENEFITS: Group and peer-to-peer
messaging Native App Push Notifications Retailer/Licensee and
throughout store/employee hierarchy
Consistent immediate messages
Effectively reach employees
KEY FEATURE: MESSAGING AND TARGETED COMMUNICATION
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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KEY FEATURE: EMPLOYEE MARKETING CHANNELS
KEY BENEFITS: Drive communication for Change
Management Company announcements/areas
of Interest User-friendly and digestible
content Targeted, secure and
configurable
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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WorkJam: Micro LearningReta
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NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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KEY BENEFITS: Tracking and Compliance rules Video, Digital Content – Device
Agnostic Assessment Quizzes Digital Badges and Profiling
KEY FEATURE: TRAINING AND ASSESSMENTS
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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KEY BENEFITS: Virtual recognition of people’s
achievements and milestones. Gamifying the employee
experience
KEY FEATURE: DIGITAL BADGES AND REWARDS
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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WorkJam: Schedule ExecutionReta
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NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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KEY BENEFITS: Maintain employee
availability digitally Accurate scheduling Streamlined and better
communication
KEY FEATURE: SCHEDULE AND SHIFT MANAGEMENT
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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Partnering For Success:
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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Planning (1-3 Weeks)
Define Operational Components
Identify key users and organizational hierarchy
Build communication plan
Implementation (2-10 Weeks)
Account configuration
Import location and key employee records
Define, Build and Deploy
Super User Training
Production Rollout
Deploy across Retailers
Execute Initial Content Strategy
Identify and report configurations
RAPID IMPLEMENTATION PROCESS
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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GHTS Built for Scalability
Application
• Microservices architecture for targeted scalability
• Layered architecture
• Distributed caching
Database
• Graph database supporting tens of billions of nodes and relationships, millions of traversals per second between nodes in a graph per machine and hundreds of thousands of ACID transactions per second
• Linear read scalability
• Unlike traditional databases, graph database performance stays constant as data grows.
• Elastic cloud infrastructure powered by Amazon Web Services (AWS) EC2 global infrastructure
• Auto-scaling, multiple availability zones, elastic load-balancing and clustering, S3 storage and edge content delivery through Cloudinary CDN
Infrastructure & Network
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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Final Thoughts
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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“This helps service champions to stay connected with Shell”
Service champions
TESTIMONIALS FROM WITHIN SHELL“I can eliminate log book and track completion of activities digitally”
Site managers
“I no longer need to print pages long communications to my service champions”
Retailer
“This app helps make promotional launch more engaging and rewarding for service champions and results in higher sales”
Retailer
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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Execute marketing campaigns
Visibility Deliver the Welcome to
Shell proposition consistently
Connect Recognize top performers Improve staff retention Optimize productivity
and efficiency
WHY WORKJAM?
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
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VALUE AND BENEFITSTO RETAILERS Better control Reduced complexity Tracked training Eliminated manual
process Reduced churn
SERVICE CHAMPIONS Employees having
a voice Rewarded and
recognized Enhanced and
streamlined communication
CORPORATE Fast reach Flawless campaigns Effective training Increased sales
NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
EXHI
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EXHI
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NRF is not responsible for Exhibitor Insight content. This insight was developed and produced by the sponsor.
THANK YOU
VISIT US AT BOOTH # 512 | Level 1 OR
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