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Size of Organisation: 15K+
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Scope of Work: Strategy & Adoption Services
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Strategic Goals: To ensure that retail outlets were staffed accordingly and that swapping shifts between employees was a seamless online experience
There are a number of external factors affecting the fast food industry at the moment. This particular organisation are undergoing a rebrand to reposition themselves in the market as a healthier option as some of it competitors and really wanted to focus on customer experience.
Given the demographic of their employees over 60% part time or under the age of 21, they experienced a high staff turnover and unplanned absences. As a result the customer experience was suffering; customers waited longer to be seated, tables weren’t cleaned thoroughly and customer satisfaction fell.
To overcome some of these issues a Yammer group was embedded to a customer webpart in SharePoint that allowed shift swapping to be seamless as well as employees to discuss and swap shifts that suited them better.
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