Exclusive: How WorkJam's revolutionising frontline communication

The Managing Director for APAC at WorkJam has revealed how the company is transforming frontline communication and boosting employee engagement, in an exclusive interview with TechDay.

Andrew Myers has been at WorkJam for six years, previously coming from Target Australia where he served as the Chief Operations Officer & Director (COO). Having introduced WorkJam at Target stores for four years adds up to Andrew’s decade-long journey with WorkJam, enabling him to witness the company’s evolution first-hand.

WorkJam focuses on improving communication and agility for organisations, aiming to enhance frontline productivity and reduce costs.

"We work with customers on improving communication to their frontline, improving the agility of the organisation to respond to their needs," Myers explained.

One notable milestone for WorkJam is its expansion into Southeast Asia. Myers proudly shared: "We attended the first NRF in Asia last week in Singapore, which was a great success, where WorkJam's booth was even visited by the Deputy Prime Minister."

Frontline workers, approximately 2.7 billion globally, often lack seamless communication with their employers, according to Myers. WorkJam addresses this gap by offering modular solutions around communication, scheduling, task management, and training.

"We become the one app that employees need to do their job and make it easier for them," Myers said.

WorkJam's customer base is global, ranging from large enterprises with up to 400,000 employees to smaller companies with a few thousand. Regardless of size, these organisations share common challenges: frontline communication, engagement, and productivity. Myers stressed: "They are all trying to solve the same challenges."

The focus on frontline workers is crucial as companies shift their emphasis from customer experience to employee experience. Retaining employees has become a global challenge, with businesses recognising the need for tools that support flexibility and engagement.

"Providing tools and technology that allows employees to be flexible means you have a higher level of engagement, lower absenteeism, and higher retention," Myers emphasised.

WorkJam, now ten years old, continues to innovate by offering a seamless digital relationship between employees and employers. The modular approach ensures that businesses can integrate communication, scheduling, and training into a single app, enhancing accessibility and engagement.

"The days of paper schedules or sitting down in front of a training video are over. Allowing businesses and employees to do everything on a screen is the way forward," Myers said.

In the era of super apps, WorkJam stands out as the world's leading frontline digital workplace. Myers highlighted, "We cover scheduling, communication, training, tasks, and more. We can replace the intranet with our Knowledge Center, providing employees with all the information they need in one app."

The company's approach also involves leveraging AI to enhance decision-making and productivity. "AI helps streamline processes, understand employee feedback, and make tangible decisions," Myers explained. This includes responding quickly to customer feedback and improving business performance through data-driven insights.

WorkJam continually evolves its product based on customer feedback, working closely with leading companies including Shell, Woolworths, and Marks & Spencer.

"Our roadmap is led by our customers, ensuring that everyone benefits from the latest innovations," Myers said.

One upcoming feature is Site Coach, a solution for industries where mobile devices are not allowed on the shop floor. This tablet-based solution will enable multiple employees to access information and complete tasks safely.

"We've got some customers in beta using that product, and we'll be rolling it out soon," Myers shared.

WorkJam's impact spans various industries, including retail, pharmacy, distribution, aged care, child care, and healthcare. These sectors often operate in antiquated ways, relying on paper-based systems and unsecure communication methods. WorkJam provides a unified platform that simplifies processes and enhances productivity.

Myers recounted a success story with a large Australian retailer struggling with training compliance. Initially hesitant to move training into WorkJam, the retailer eventually saw significant improvements in training completion and business performance.

"They saw a significant uplift in sales transactions during a heavy trading period after rolling out customer service training through WorkJam," Myers said.

Customer feedback is integral to WorkJam's development. The company conducts quarterly business reviews and fosters a community where customers share ideas and best practices. Myers highlighted the example of Target, which has been using WorkJam for eight years and continues to leverage it in new ways. "Target's team experience focuses on making the experience for employees improved, and they've leveraged WorkJam in many aspects of their daily operations," Myers noted.

WorkJam has also seen growth in the franchise sector, helping head offices communicate effectively with franchisees and their employees. This has been particularly successful in the pharmacy industry, where a fragmented structure benefits from unified communication and training solutions.

The challenge of managing multiple technologies and communication channels is prevalent across industries like retail, manufacturing, logistics, and distribution. WorkJam simplifies this by providing a single source of truth for employees. "WorkJam becomes the source of truth for employees, clearing up the confusion of multiple systems and making it easier for them to do their job," Myers said.

According to Myers, WorkJam isn't just a tool but "a necessity for organisations aiming to enhance frontline communication and productivity."

By consolidating various functions into one app, WorkJam offers a streamlined and efficient solution that benefits both employees and business leaders.

"WorkJam plays a crucial role in simplifying processes for employees and providing valuable insights to business leaders," Myers added.

As WorkJam continues to innovate and expand its offerings, it remains committed to improving the frontline experience for employees worldwide, driving business performance, and fostering a culture of engagement and productivity.