[Global Tax Technology Company] Improves Employee Engagement and Customer Satisfaction with Quantum Workplace

The Company

This leading global provider of tax technology solutions is dedicated to enabling global businesses to transact, comply and grow with confidence.

As the global economy continues to change and expand, this [tax technology company]  is focused on investing in the assets that will differentiate the company from its competitors—especially its talent. Knowing that customer experience is mission-critical to the business’ success, the company is dedicated to analyzing and driving employee engagement—understanding that when employees are engaged, customers are more likely to be well-served.

The Challenges

For more than 40 years, [this global company] in tax automation—has been hyper-focused on its workplace culture. The company knows that if employees feel valued and heard, performance will follow—as supported by research reporting that 81% of executives strongly agree that engaged employees perform better¹.

Better employee performance leads to a better experience for [the global tax technology company's] customers, a key driver in overall business success. [This company] relies on Quantum Workplace’s employee engagement survey to help the company easily understand what is happening deep inside its organization and uncover where to focus to move the needle.

In 2018, survey results unveiled that employees within a key business unit, Customer Support, felt disconnected to the organization and their teammates.

“Our Customer Support team has a huge impact on our competitive advantage, and we knew we needed to act fast. If we didn’t work to understand why employees were disengaged, we were going to lose business."

-Anonymous

Empowered with tools to take action—including robust reporting and best-practice resources for commitment planning—the Customer Support team took the reins to solve this problem.

Survey insights uncovered the need for a new team structure and three major areas of focus: communication effectiveness, employee development, and team dynamics.

“The data showed us that we needed an honest assessment of how the Customer Support team operates and engages with customers," anonymous said. Based on Quantum Workplace’s guidance, we coached the team not to focus on driving numbers or scores, but instead, work to understand the sentiments behind the data in order to make really meaningful change.”

-Anonymous

The Solution

Following Quantum Workplace’s post-survey toolkit and best-practice coaching, [this company's] Customer Support team was very intentional with its action planning process:

1. Review the team’s data
2. Follow up with focus groups to better understand the feelings behind it
3. Create committees to build action plans and drive accountability
4. Implement a continuous listening strategy utilizing pulse surveys to support change management

“Truly listening to our employees and using the data as a guide to create action plans was super important to us.” said Anonymous. “[This company] is important to us. It would have been a huge miss not to get employees involved.”

-Anonymous

9 out of 10 customers say Quantum Workplace contributes to their organization’s success—[this company] is one of them. With Quantum Workplace, the company was able to identify a key business problem and solve for it by developing an effective action plan backed by expert advice. And, as a result, saw meaningful impact—so meaningful that [this company] is now implementing this process throughout all teams to drive company-wide success.

In order to increase engagement, protecting its customer base and business, [the global tax technology company] uses Quantum Workplace to:

• Understand how to keep customer-facing roles engaged and motivated.
• Uncover areas of focus for engagement to drive individual, team and business success.
• Provide managers with data, intel and resources they didn’t previously have.
• Analyze year-over-year trends and team progress.

1.https://www.quantumworkplace.com/winning-approach-to-employee-success