With 48 team members supporting more than 70,000 employees in 32 countries, the TELUS International ERP team had a big job. Doing more with less was an essential philosophy as they figured out how to provide resources that could reduce workload, improve efficiency, and solve problems.
The goal was to find ways to consolidate and simplify processes using automation. But building out a new process took time to identify the technology and roll it out. By taking a collaborative approach with stakeholders, the team looked for solutions to streamline operations and enhance productivity.
Enhance HR Work with Workday Extend.
The ERP team realized that HR and finance organizations were completing tasks outside of Workday that could likely be integrated through creating an app using Workday Extend.
The goal was to centralize tasks within Workday, where most of the company's data was already located. This would reduce the need for employees to use separate tools. The team concentrated on building new features within Workday to handle more data management tasks.
The result was a suite of apps that helped HR and finance teams reduce their dependence on spreadsheets and external systems. These apps streamlined data management, making it easier to add, remove, and update information, ultimately improving data organization.
We build a partnership with our stakeholders. By understanding what their needs are, then we offer solutions.Senior Manager ERP Systems
Improved Employee Retention.
The first app TELUS International created focused on employee engagement and retention. Initially, the company evaluated employees’ engagement and risk of leaving in an old system that the team had tried to migrate to Workday. The process was largely manual and separated from Workday and other HR processes. The new Risk of Leaving app resulted in a more effective retention strategy because it integrated existing practices—such as regular one-on-one meetings between team leaders and members—into Workday.
By creating the Risk of Leaving app in Extend, TELUS International transformed its approach to employee engagement and retention. The app includes a custom dashboard that gives HR teams and managers quick access to information about an employee’s potential departure. If an employee is tagged as high risk, the app triggers a process to decide if the company should take steps to retain them.
The app also streamlines retention efforts by categorizing strategies. For example, managers can now input specific details and track progress regarding Career Planning using dedicated forms.
Simplified Role Management.
TELUS International created the Intersection Roles app to consolidate HR tasks and simplify people management. Previously, assigning roles was a complex process. Support teams would assign roles to the company, then separately choose a location and a hierarchy level.
Our consolidated view allows us to assign roles simultaneously. And it contains its own rules based on how each role is designed. When it comes to the actual work, it cuts it down significantly.
Senior Manager ERP Systems
Some tasks required assigning roles based on company, location, and supervisory level. The Intersection Roles app combined all three, creating a unified view and a better articulation of the employee’s actual assignment.
For example, if someone at TELUS International accesses a role related to a compensation partner, the app maps out how the intersectional role is designed. It provides a view that shows the location, the support level, and other pertinent information.
The app provides TELUS International with improved efficiency when it comes to role assignment tasks. The company can assign a role based on location and also look for the supervisory organization associated with it. They can then assign team members and tag them as compensation partners. The process is much more efficient than going through assignments, employee by employee or organization by organization.
Effortless Giving.
The Give for Good app was a way for TELUS International to improve its donation register. Before the app, new team members were given a digital form to fill out. The donation tracker was in a spreadsheet, and the overall process could have been more efficient and connected to Workday.
The app also enhanced the Give for Good program. TELUS International was able to expand each program’s visibility by enabling the application to add pictures, along with more details about them. For example, TELUS Days of Giving involves building homes or schools from scratch. The app increased the ability to showcase what the various programs were all about.
So far, the company has the app in six countries, averaging around 50 to 60 transactions per month in each country.
Curing Clinic Challenges.
As a large, international employer, some TELUS International locations provide employees with on-site clinics and doctors. They created the Clinic Tracker app to address the scheduling and logistical challenges these medical facilities face.
The Clinic Tracker app created a dashboard—similar to its hubs for expenses—to better track information related to appointment scheduling. What’s more, given the differences in healthcare systems from country to country, the app is adaptable for use in different parts of the world. TELUS International also uses Clinic Tracker to maintain inventory and assist with logistics.
