Are you a smooth HR operator?


Ricoh UK has highlighted how technology is improving its employee experience…

High-performing organisations fixate on creating a positive external experience for customers – aware that giving consumers a positive time correlates with loyalty and, therefore, a healthy bottom line. To facilitate this, some companies have invested in the latest tech to give customers the optimum buying experience. But gone are the days that businesses are solely focussing on driving a positive customer experience. HR leaders worth their salt will have recognised the link between employee experience and customer experience – and understand how this can positively impact the business if executed correctly.

 

High-performing organisations fixate on creating a positive external experience for customers - aware that giving consumers a positive time correlates with loyalty and, therefore, a healthy bottom line. To facilitate this, some companies have invested in the latest tech to give customers the optimum buying experience. But gone are the days that businesses are solely focussing on driving a positive customer experience. HR leaders worth their salt will have recognised the link between employee experience and customer experience – and understand how this can positively impact the business if executed correctly.

According to 2019 Kincentric research, 79% of HR professionals said that creating a positive employee experience directly correlates with improved business performance. One business that strives to create the ultimate employee experience – and is using tech to engage, train and retain employees – is Ricoh UK. “Managing our training, recruitment, onboarding and engagement without technology for over 2,300 employees would not only be a huge manual challenge for us but it would almost definitively lead to negative employee experience,” Rebekah Wallis, Director of People and Corporate Responsibility at Ricoh UK tells HR Grapevine. “What’s more, employees come to expect the use of technology in HR as a pre-requisite, and there is always room for improvement via updates.”

According to 2019 Kincentric research, 79% of HR professionals said that creating a positive employee experience directly correlates with improved business performance. One business that strives to create the ultimate employee experience – and is using tech to engage, train and retain employees – is Ricoh UK. “Managing our training, recruitment, onboarding and engagement without technology for over 2,300 employees would not only be a huge manual challenge for us but it would almost definitively lead to negative employee experience,” Rebekah Wallis, Director of People and Corporate Responsibility at Ricoh UK tells HR Grapevine. “What’s more, employees come to expect the use of technology in HR as a pre-requisite, and there is always room for improvement via updates.”

Take care of associates and they’ll take care of your customers

J.W. Marriott

There are numerous ways that Ricoh UK has used technology to fuel a positive employee experience starting with its hiring process. One is during the recruitment experience, which, according to Wallis, has the ability to enhance (or hinder) an employer brand therefore making the process smooth and accessible is key. “Our recruitment team were dealing with an unmanageable number of job applications,” Wallis explains. “To help streamline the application process, we invested in software which uses algorithms to review CVs. This ultimately greatly improved the candidate experience, ensuring candidates hear back quickly (regardless of whether they were successful or not).”

Wallis explains that the firm has seen a reduction in its vacancy time which means that roles are being filled quicker – which therefore saves business time and resources – but also reduces lead time for candidates which is a huge attraction point for fresh talent. “Using the online platform, we can fill approximately 90% of our vacancies internally without the need to use recruitment agencies, thus saving costs of agency fees.” But it seems that it is not just the hiring process that has observed an engagement makeover since the implementation of technology.

Ricoh UK has also invested in technology to upskill employees using an online catalogue of courses which range from soft to technical skills. Wallis adds: “Sometimes geographical factors can impact the likelihood of employees being able to attend a class. As such, providing online options has allowed colleagues to participate in modules they want to learn while completing them at a time that works for them.” By creating a more streamlined and staff-friendly experience throughout the employee lifecycle, Ricoh UK has seen engagement surge from 35.9% to 55.2%. “It’s results like these which prove the introduction of technology and new processes has the potential to create positive impact – to have over half of our company actively engaged is fantastic and I’m looking forward to seeing this number grow,” she adds.

While tech has clearly been advantageous in this instance, Wallis says that HR shouldn’t see digital as an employee experience panacea. “We don’t look at it as an answer to everything though, it’s more of a way to smooth the process which guarantees that certain requirements are met and no employee falls through the cracks,” Wallis concludes.


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