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Enterprise Social Networking for Human Resources: The Compass Group Case Study

Enterprise Social Networking for Human Resources: The Compass Group Case Study

Mumba Cloud was recently featured in The Australian Newspaper in a case study describing how we worked together with the world's leading food and support services company, Compass Group Australia, with the aim of driving better employee engagement and communication.

Mumba Cloud, known to Compass Group employees as Compasslive! has now been deployed for 13,500 people across 650 to 700 locations at Compass. From the outset, we were focussed on employee engagement and internal communications because the project sponsor wasn't the IT Director but the HR Executive Director, George Mifsud. George always made sure the central objectives were front-of-mind: better communication with a highly dispersed workforce scattered over multiple locations and using different mobile devices and tools, often without access to a PC.

There were four key areas from this project where we learned that keeping business objectives aligned to technology considerations ensured a positive outcome for both Compass Group and it's employees:

1) Adoption: One of the most difficult and important aspects of enterprise social networking is employee adoption. Without employee usage, the most powerful communication channel is of no real purpose. To drive adoption, Compasslive! became Compass Group's employee portal and is now the only point of entry for employees to access news and other company systems (such as payroll, procurement, training etc). This was a critical strategy for ensuring adoption across a workforce that is inherently disconnected and difficult to engage with.

2) Flexibility: The nature of large dispersed workforces across various business units and silos requires supreme flexibility as new usage requirements emerge on a week by week basis. The Mumba Cloud consulting team has been working closely with Compass Group to ensure our features are practical for day to day business usage and are adaptable to various usage scenarios. What's most interesting is how our same tools are now being applied in various scenarios to achieve unique business goals.

3) Support: While the Compasslive! interface is intuitive and easy to use, there are many less tech savvy employees that require simple assistance (such as downloading the app) and have questions about using the tools. These employees aren't office based and sometimes have limited time to call between their shifts or when they're at home. Our Mumba Cloud employee support team has become ultra responsive to employee enquiries and is available via live chat, phone and email. We have a strong view that our support responsiveness is key to driving adoption and we work hard to win the attention of each new employee.

4) Scalability and Control: It is always a challenge to roll-out an enterprise social networking platform to thousands of employees while balancing concerns around privacy and security of data. Compasslive! was first deployed to Compass employees in 2010 and from day one we've been focusing on powerful tools for managing access control, user permissions and information flow. Robust access control provides Compass with comfort and confidence to communicate regularly as George Mifsud commented "We can send information out to people regarding changes to their work requirements and it is a great way of being able to regularly communicate with our people.''

By placing Human Resources at the centre of the design and roll-out process, Compass ensured that the most important objectives were met in a way that was enhanced and not hampered by the technology. Mumba Cloud is focused on delivering technical capability to support business usage and this strategy is being proven as a success for Compass so far. 

If you are interested in learning more about how Mumba Cloud can be used to drive communication and engagement within your organization, please contact us to setup a time for a consultation.

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