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Retail Case Studies

Study Quantifies WorkJam Benefits for the Frontline

WorkJam allows retailers and restaurants to stay connected with desk-less employees via any mobile device.

A persistent obstacle to operational success is the tendency for organizational teams, departments, or job roles to become “siloed.” This is often seen as just a “communications” issue, but as operations director, you know that “silos” are all too common in your environment, with frontline workers, managers, and headquarters often operating out of sync. It goes beyond just communications.

This leads to multiple drags on your business, such as when your managers waste 25% of their time on manual back-office work that could be eliminated or micro-managing operational tasks that could be automated. Meanwhile, your frontline employees, who lack the input they need from distracted managers, are left on their own to try to figure out what is expected of them. Finally, and critically, corporate lacks a clear view of what is happening at the store level — including what might be driving turnover among disengaged frontline workers.

To eliminate these inefficiencies and operational gaps, organizations are looking at digital tools as a solution. But do they work, and what is the ROI?

Forrester Research recently performed an economic impact study with six major retail brands. They quantified the benefits of orchestrating a global frontline workforce with a digital workplace based on in-depth interviews. WorkJam allows them to stay connected with desk-less employees via any mobile device. It helps managers compliantly and more easily communicate so their teams can better understand and execute their tasks, obtain training, schedule work hours, and even be recognized for doing a great job.

Forrester projected that over three years, an organization using the WorkJam platform would save $2.7 million in staff optimization costs, $14.2 million in reduced turnover costs, $12.7 million in scheduling time savings, and more than $850,000 in reduced paper and ink usage. Moreover, the study found that WorkJam’s customers would experience an average ROI of 410% and a payback period of less than six months.

All of the companies researched had complex operations with at least several thousand workers using the platform across multiple locations, for example, one global consumer technology retailer, who oversaw 100,000 employees and 700 stores.

“WorkJam has been able to quickly make enhancements to the messaging and communications aspects of the application that addressed our legal issues with notifications to our hourly employees,” a customer told Forrester. “They were able to develop features so that hourly employees would only get pop-up notifications during their work schedule. This allows us to stay compliant across all geopolitical entities that we do business in.”

“Companies are using this feature to boost their bottom line by optimizing their workforce to operate smarter through this crisis.

WorkJam CEO and Co-Founder Steven Kramer calls the report’s findings “a testament to the increased demand for digital workplace technology, especially in the current economic environment. Given global closures and the varying operations of restaurants, retail stores, gyms, and more, we’ve seen a spike in demand for the open shift marketplace, which allows employers to create an on-demand labor pool for frontline employees. Companies are using this feature to boost their bottom line by optimizing their workforce to operate smarter through this crisis.”

Forrester found there were four main benefits to using the WorkJam platform:

  • $2.8 million in staff optimization savings — “Four interviewed customers reported savings from reduced overstaffing hours with WorkJam,” Forrester reported, “and three customers reported savings from reduced overtime hours.”
  • $14.2 million savings in employee turnover costs — Forrester found WorkJam allowed employers to provide greater schedule flexibility and predictability, tackling head-on a significant cause of employee dissatisfaction. Besides, “retailers can ensure employees’ concerns are heard, and employees are aligned with corporate goals and the company vision.”
  • $12.7 million in time savings for retail store managers — WorkJam provided “better self-service scheduling tools for their employees so managers could focus on supporting their employees, customers, and store sales.”
  • $0.8 million in reduced paper and ink consumption in employee communication processes — “Of the six customers interviewed, three reported tracking reduced paper and ink costs associated with an investment in WorkJam,” Forrester said. “These three customers previously used paper-based communication to frontline store employees. With WorkJam, this communication is being done digitally as it relates to training, task management, and scheduling of store employees.”

Kramer believes the study shows that companies adopting WorkJam will find themselves in a much better competitive spot in a post-pandemic world.

“Before investing in WorkJam, organizations struggled with low employee engagement, high rates of absenteeism, insufficient shift coverage, and excessive overtime costs,” he observes. “Companies with a digital workplace platform in place will be in a better position to execute as the economy improves. Those that are adjusting their business models and investing in communication, scheduling, and training have the tools necessary for improving their bottom line and livelihoods of frontline employees.”

Click here to read the Forrester study.