In the same way that
organisations have shifted their focus to the overall customer experience, HR
teams must devote greater attention to the overall employee experience.
Companies that are competing
to attract and retain the best talent available are adapting to societal
changes, brought about by advances in consumer technology.
Just as in consumer marketing,
where businesses are changing their methods of communications to embrace digital
technology, HR teams need to do the same. Outside work environments, we’re all now
used to levels of customer service where instant communication is available on
whatever device we prefer to use. This has heightened expectations in all
aspects of life – and the service we expect from HR and payroll teams is no
The way organisations
tackle this challenge can provide a crucial differentiator for employers. According
to Deloitte’s 2017 Human Capital Trends
report, 80% of executives
now rate the employee experience as “important or very important,” yet just 22%
say their company is excellent at providing one which is differentiated.
With employer review
sites becoming increasingly significant in a candidate’s decision making, this
is no longer an issue that can be easily ignored. This is posing a challenge,
but here are four ways organisations can take to address this new reality:
Give employees more control
Organisations can now
offer employees much greater control over the basic aspects of their
employment, such as requesting an absence or flexible hours, using digital
technology. According to research
by YouGov, the ability for staff to manage their work/life balance is
becoming increasingly important for younger employees, and one in five 25-34 year olds are said to be unhappy with their
These workers don’t
want to miss out on getting those coveted festival tickets or cheap flights
because they’re not sure whether they can get the time off work. Enabling
workers to request and book holidays at their convenience via desktop or mobile
device can, however, speed up the process and remove a dependency on
time-consuming, paper-based administrative processes.
Remove sources of frustration
The ability to manage time
and attendance with tools that are integrated within HR and payroll systems can
also reduce possible sources of frustration with an employer.
Imagine a factory
worker who has worked overtime in the run up to Christmas. Before buying presents for his kids, he will
want to check what pay he will be receiving. With the right tools in place, he has
the ability to view his timesheets, and, if he notices the hours recorded do not accurately
reflect time worked, request an adjustment. This would go a long way to
building good relations between staff members and their employers, and prevent
a potential dispute.
Integrate the employee experience
According to Deloitte’s
report, “Employees look at everything that happens at work as an integrated
experience that impacts daily life in and outside the workplace.” They want to
feel that everything they do at work is joined up, rather than separated off
into different processes managed by individual systems.
If employees were able
to manage all their workplace fundamentals in one place, it would go a long way
to improving that experience. Whether they want to clock-in or out, check what
annual leave days are still available or ask for time off to visit the doctors,
it would clearly be preferable if one system could control everything–this
would ideally be managed by an online self-service portal.
Manage health and happiness
When time and
attendance data is integrated with HR systems, it also allows managers to spot absence
or lateness patterns which could signify a greater problem – a potential health
issue, such as stress, or a family issue.
This could help
organisations to take positive actions that help employees overcome these
issues. For example, an organisation could suggest flexible hours so a dad can
drop his kids off at school or managers could review current workload to
Taking these four
steps will help to both empower employees and improve the relationship they
have with their employer. When processes are integrated with HR and payroll
systems, it’s also easier to take further steps the improve the employee
experience and look after their wellbeing generally.