POOL: Knowledge Sharing
Leverage knowledge and experience-sharing in global retail networks to drive up employee engagement and store performance.
The context
Retail is transforming at a fast pace. Ultra-connected customers are expecting personalized interactions with brands, while retailers are redesigning stores to deliver memorable experiences, key to engagement and loyalty.
Caught in this transformation are retail employees, instrumental to a brand’s strategy and customer satisfaction. Under pressure to meet both brands and customer’s rising expectations, they see their role and activity drastically change.
Without the right tools and help, employees may feel powerless, isolated and disengaged with direct consequences on customer experience and store operations.
The idea
From this observation, Clientela and SBT Human(s) Matter, a world-renowned cognitive design agency, partnered to develop a unique, employee-centric solution designed to deliver and share knowledge to retail employees and help them better perform their day-to-day job.
The solution leverages Clientela’s technology and SBT’s cognitive design expertise to create employee-centric interfaces that activate two key drivers of employee engagement:
The sense of agency enables employees to fully control their experience, by becoming proactive and taking responsibility for their actions within the team.
The sense of belonging takes it roots in one’s connection with like-minded people around shared values, and in the feeling to contribute to a greater purpose.
The solution
POOL gathers in one unique and adaptable interface all the features frontline employees need to perform efficiently their day-to-day job:
Core functions include:
- CRM
- Calendar
- KPI tracking
- Communications
- Schedule management
- Clienteling
- Learning and knowledge management system
“Employee engagement is the emotional commitment the employee has to the organization and its goals”
Additionally, POOL orchestrates efficient communication systems and strengthens the sense of belonging by building a community feed, where employees can initiate or reply to call for helps, share stories and knowledge. Through personalized feeds, employees can access specific community knowledge at the right moment, and conversely share their relevant expertise with the members who need it.
Lastly, POOL is an agile platform built on a modular architecture allowing it to be integrated with existing enterprise systems such as CMS, LMS, HRIS and providing new insights and actionable levers on employee experience and engagement.