Staffmatch, a new-generation employment agency, becomes very successful and fifteen physical agencies are opened throughout France. Federating teams that are more and more dispersed quickly becomes a challenge.

Results

Teams that feel listened to and valued
Implementation of an automatic HR alert system
Data collection for more efficient action plans

Staffmatch, a new generation temporary employment agency, created in April 2015, is taking on the challenge of revolutionizing the market and breaking down the preconceived notions of “traditional” temporary employment agencies. Their approach is based on :

  • a team that can be reached by employees and clients 24/7 thanks to an on-call system,
  • in-house developers to offer a digital tool that is user-friendly and at the cutting edge of technology.

Staffmatch is now present nationwide, with a hundred permanent employees and over 50,000 temporary employees.

The company was an immediate success and the medium-sized company now has fifteen physical agencies throughout France, with new openings planned in the coming months. The problem of federating increasingly numerous and dispersed teams quickly became apparent. The HR teams then defined 4 priority axes to meet this challenge:

  • Facilitate communication with all employees (headquarters and subsidiaries).
  • To become more professional in talent management through performance reviews

 

Facilitate communication with all employees, at the headquarters and subsidiaries

About 60 employees work at Staffmatch’s headquarters where they cover different functions such as sales, human resources, accounting, customer service, etc. The other teams are spread over 15 sites throughout France. The HR teams therefore wondered how to get feedback from all employees, find out if they were satisfied with their work and the company, and retain them by meeting their needs as much as possible.

HR was already communicating regularly with employees via internal tools, emails, messaging platforms or the phone. But they wanted to go further in supporting each employee and strengthen team cohesion across France. This meant allowing employees to share professional and even personal information, and allowing managers to measure the commitment and mood of their teams in real time. It was also important to be able to easily find this information to refer to during a monthly review, the yearly performance review or when there was a problem to solve.

We wanted to strengthen the cohesion between the teams scattered across the territory and go further in supporting each employee. We therefore needed a tool that would allow everyone to express themselves and share professional, emotional or personal information at any time.

Lauriane Jublot, Relation and development manager

Lauriane Jublot joined Staffmatch in 2018 as a recruitment officer and is currently the Relation and development manager in charge of various HR development projects designed to simplify the lives of teams. She therefore wanted an agile and ready-to-use tool that would quickly bring results without disrupting the organization or the HR back office. In other words, a modern tool to really improve the teams’ employee experience, that did not require too much investment and time from HR.

After extensive research into the different tools on the market, they chose Zest’s digital suite, which would allow them to go beyond listening and create a virtuous circle of employee engagement via its three modular solutions: Listen, Perform and Share. Zest’s Customer Success team then supports Staffmatch’s HR team in implementing the online solution and shares best practices to exploit its full potential and adapt it to the needs of the company.

The support from the Zest team was very important. It was a true collaboration during which we felt listened to and free to ask all our questions to achieve a common goal: to be the best

Encourage employees to speak up

HR prepared employees for the arrival of a new tool and this upstream awareness phase was key. They communicated extensively about the benefits of Zest for employees: involvement in the life of the company, taking their ideas and opinions into account, and valuing them, among other things.

In order for everyone to gradually become familiar with the interface and functionalities of the online solution, the Listen module was the first to be offered because it is very simple, visual and intuitive. Opening up usage gradually creates a positive dynamic. And the more intuitive the tool is, the easier it will be for employees to adopt it. It is also very important that HR responds to questions and requests as they come in: regular follow-up also contributes to the acceptance of the tool.

 

Listen to employees and quickly detect potential problems

The average age of Staffmatch employees is 28. These younger generations need to be listened to and to find quick solutions when they encounter a problem. The Mood module of Zest’s Listen pillar allows managers/HR to take the pulse of teams regarding different aspects and to detect difficult situations.

Lauriane Jublot notes that, if a problem arises within a team in regards to a colleague or manager, it is easier for the employee to report it via a low mood than to send an email or even a message on Slack. Moreover, by indicating this mood via Zest, they know that the information will be directly forwarded to HR. This is reassuring for both employees and HR: employees know that their problem will be dealt with quickly and HR knows that they will be alerted in real time at the slightest problem.

Within a month, Staffmatch employees had gotten the hang of Zest and were used to reporting their moods on a daily basis, making the approach all the more effective. Some of them were even asking to use the other features!

 

Surveys to collect clear and accurate information

Using Zest’s Survey module, Staffmatch polls its employees on all sorts of topics related to the life of the company, such as choosing the name of a project for example. Response rates are between 75% and 90%, which shows how important it is for employees to express their opinions. When an idea from a survey is acted upon or a problem is addressed, the employee feels valued and appreciated.

All team results recorded in the tool are broken down by team, by site, by region, etc., according to the company’s organization. Employees can also respond anonymously, which can be reassuring for some depending on the theme of the survey. It is important for HR to communicate on this, to maximize the response rate.

Lauriane Jublot points out that, regardless of the tool, some people do not wish to give their opinion on certain subjects and this must be accepted: the tool allows everyone to express themselves, publicly or anonymously, but is in no way an obligation.

 

Engagement Meter campaigns to measure teams’ engagement

Every three months, the HR team launches a campaign via the Engagement Meter module of the Listen pillar to measure the level of engagement of the teams. The tool displays a graphical representation (several possible formats) that illustrates this engagement based on different topics or themes: the relationship with the manager, the teams’ feelings about the new tools, etc. The information collected allows HR to assess themselves, to know if they are performing well, to understand the satisfaction of employees with their role or their working conditions.

The Engagement Meter provides a framework with axes of engagement that allow HR and managers to implement actions to improve employees’ experience and track their impact from a dashboard.

Zest is like an employee’s logbook. On its interface, he finds all the information related to his life in the company: his moods, the surveys he has answered or the reviews he has done with his manager.

To become more professional in talent management through performance reviews

After accompanying and training employees in the use of the Zest solution dedicated to listening to employees, HR and Zest teams moved on to the second step: training managers in the administration of their space, and in particular in the use of the Perform pillar of the Zest digital suite, to manage talent in real time.

 

Modernize annual and professional reviews with monthly Check-ins

Just like HR, managers need to be able to collect and analyze the information expressed by their teams in order to respond. With Zest’s Check-in module, they can manage talent through monthly exchanges that allow them to quickly identify blocking points and coach employees as they go along. As the content of these exchanges is centralized in the tool, it can then be used to enrich annual and professional reviews. Combined with the information collected via the Listen pillar, the manager can therefore conduct a 360° interview with each member of his team.

The more we use the tool, the more the data is connected to each other and, therefore, it is consolidated and useful.

Improve HR and management practices

The Zest tool allows you to draw inspiration from examples of reviews, with different themes, and to choose from different possible answer formats: MCQ, scale, weather symbol, etc. Local managers can therefore use the rituals and conversation frames proposed by HR and easily adapt them to their needs. However, HR invites them to leave the questions deliberately open, so that the employee can develop the different topics with their manager.

HR now has a global view of all past reviews as well as the status of upcoming reviews. They can therefore, for example, follow up with managers who are behind schedule to invite them to complete the reviews within the deadlines imposed by law. This real-time monitoring, combined with automatic alerts informing HR of an impending deadline, saves them considerable time and optimizes organization.

Before Zest, we were using Excel files for our annual and professional reviews. It was impossible to find information in them… And we had no idea where we were in the process of completing these reviews, even though we had to meet the deadlines imposed by the legal framework.

Taking performance management to the next level with Objectives

Because the Zest digital solution is modular, Staffmatch’s HR teams have chosen to deploy it in stages. After almost a year of use, they are now considering adding the Objectives module from the Perform pillar. In addition to Staffmatch’s internal performance measurement tools, they want employees to be able to see some of their objectives on their Zest dashboard. This will allow them to evaluate themselves in terms of the different objectives they have set for themselves or assigned by their manager.

Most importantly, these objectives can be linked to the reviews, so managers and employees can discuss them during monthly Check-ins. This is a particularly interesting approach for supporting the professional development of employees and defining their career plans.

Zest allows operational staff, managers and directors to benefit from feedback from teams on various topics, and of course HR to optimize their organization and employee development. Everyone wins.

Conclusion and benefits

  • Teams that feel listened to and valued
  • Problems are accurately identified, thanks to the automatic alert system, and therefore quickly resolved
  • Data collected via Zest to set up appropriate action plans and measure their performance
  • Employee reviews stored in the tool and available for consultation at any time

 

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Further Reading