Understanding Sentiment Around New Tools in the Workplace

A large retail company recently adopted a new frontline task tool to better support information sharing and communication between front and back-office employees. Shortly after integrating, the operations team started to receive negative feedback from employees and needed a better way to understand the common themes associated with their conversations.

The company paired Aware with their current collaboration tool to identify employees’ frustrations regarding the new task tool. Using Signal rules, they were able to uncover that existing training for the new tool was insufficient, and it led to employees resorting to the old process or shadow IT workarounds.

Once the retailer was able to identify the training gaps, the company took steps to add additional training sessions and provide support through their internal help desk. This data also helped their leadership team understand how to better roll out processes and communicate new initiatives going forward.