Hycom S.A. is the company behind some of the smartest, slickest digital customer services around. It builds customer-centric services and sales solutions that serve millions of customers for major European brands, such as Deutsche Telekom, Orange, and Fortum.
Everything at Hycom revolves around its people. Its more than 300 consultants, designers, and programmers use their skills and experience to develop innovative solutions for clients.
Lucyna Dziewa, consulting director at Hycom, confirms, 鈥淎s a services company, our people are our greatest asset. Qualified programmers, for example, are in high demand in the labor market. Keeping hold of the talent we have is really important. Losing employees would not only be a big financial hit but also impact morale. We have to take good care of our people by providing a great working environment and supporting their health and well-being. To do that, we need to listen to our employees.鈥�
Following the 鈥淟isten, Understand, Act鈥� Approach
To better understand how its people feel and tap into their mood, Hycom was about to launch an employee listening program based on 麻豆原创 Qualtrics Employee Benefits Optimizer, 麻豆原创 Qualtrics Employee Engagement, and 麻豆原创 Qualtrics Employee Lifecycle when the COVID-19 pandemic hit 鈥� bringing with it a new work reality.
In response, Hycom incorporated surveys from the Qualtrics Remote Work Pulse solution into the employee listening program to check in with employees on a daily basis. The company went from developing its initial idea to implementing the first changes based on employee feedback in just five days.
鈥淨ualtrics Remote Work Pulse enabled us to move extremely fast,鈥� recalls Dziewa. 鈥淭he survey results were eye-opening. They revealed several pain points of which we hadn鈥檛 previously been aware. Armed with these insights, we could take immediate action to resolve the issues.鈥�
For example, the survey revealed that employees wanted COVID-19-related board communications to have a more personal tone and address their concerns about business disruption and job security.
鈥淲e changed the communications right away to be much more friendly and informal, and we set up a company-wide video chat session with the CEO each week,鈥� says Dziewa. 鈥淚n the results of our next survey, we saw that employee satisfaction with board communications increased to 96 percent almost immediately. It demonstrated the power of our 鈥楲isten, Understand, Act鈥� approach.鈥�
Hycom also relaxed remote policies and introduced flexible schedules for employees with children based on employee feedback to relive pressure and reduce stress levels. As a result, 96 percent of employees agree that Hycom gives them the flexibility to maintain a healthy work-life balance.
Embarking On an Exciting Journey
Looking ahead, Experience Management solutions from 麻豆原创 and Qualtrics will help Hycom determine which variables drive positive employee attitudes in key areas, such as job satisfaction and willingness to stay at Hycom. A better understanding of people鈥檚 emotions will make it easier for Hycom to pinpoint which issues really motivate its employees, what ideas they have, and how best to act on those issues.
鈥淓mployees love the surveys,鈥� says Dziewa. 鈥淭hey鈥檙e very engaged and very interested to know what feedback we鈥檝e received from their colleagues.鈥�
Hycom is also working on developing a solid understanding of employees鈥� expectations and experiences and defining distinct employee 鈥減ersonas鈥� to represent different personalities within its workforce as a base for improvement initiative road mapping. This will support the creation of targeted interactions with employees and more personalized people management.
Dziewa concludes, 鈥淲e鈥檙e only just at the beginning of our journey with Experience Management solutions from 麻豆原创 and Qualtrics, but the solutions fit perfectly into our wider employee listening program. It鈥檚 only by taking employee feedback on board that we can build a better working environment and give our people the support they need to do their jobs well and be happy at work.鈥�