Community management program for financial services giant generates 85% ROI

The background:

An multinational financial services corporation needed to improve their current employee concierge program and take it from labour-intensive, underutilised and antiquated to digital, efficient, and innovative. They had an on-site employee concierge in larger offices, but that didn’t serve the needs of remote workers and smaller locations.

They sought a scalable solution that would streamline costs, improve the digital experience, bring together their entire workforce, and promote the total rewards experience for all employees regardless of their location.

 

The Circles solution:

In collaboration with the client, Circles designed program goals and developed key performance measurements that touched multiple business functions including technology, marketing, customer satisfaction, staff excellence and partnerships. Since they were moving from an existing provider, it was critical to work collaboratively with the client and incumbent to develop business continuity, change management and communication strategies. The on-site community management program included:

• An industry first Community Manager role to support employees throughout their entire employee journey
• A robust schedule of on-site events and activities that connect employees with their co-workers, their community and with unique services that add value to their lives
• A customised employee-centric approach using specific touchpoints based on geographic location, preferences and request history
• A personalised web and mobile experience, supported 24/7 by Circles work-life balance advocates
• Highly visible on-site locations with popular amenities that encourages usage
• Exclusive time- and money-saving offers and discounts from both local community and national partners

 

The outcome:

The program initially supported over 36,000 employees but has grown to service over 63,000 employees across all locations. Annually the program completes 52,000 requests, saving an average of 2.5 hours per request — over 100,000 hours for employees. This organization has seen a nearly 85% return on their investment, year over year.