Address cross-functional requests through helpdesk groups

Address cross-functional requests through helpdesk groups

Getting response and resolution from cross-functional teams at Ginger hotels used to take days. The team reduced this time to hours by using Workplace.

The team has created help desk groups for every function, e.g., IT, HR, Procurement, Admin, Travel. These groups serve as official gateways into respective teams for most official matters.

Whenever any employee needs help from, say, the ‘PO and SES release’ team (see picture) they can go to this group and post their request. Everyone in that functional team gets a notification. The right owner picks up the request and informs the requester through a comment that they are working on it. Any further information exchange on this requirement happens through comments to this post. This whole exchange remains in this group forever for any future reference.

Benefits / Impact of Workplace 

  • Reduced time to resolution for cross-functional queries. Ginger Hotels reports that with Workplace the time taken to respond to cross-functional queries has come down from days to hours.
  • More efficient flow of information through Workplace which is a mobile-first solution
  • Increased accountability as the respective functional leadership is a member of each functional help desk group to keep in touch with on-the-ground activities.  This results in the team’s accountability to quickly close requests coming into the group. 

Unsurprisingly, in an internal survey, the Ginger team reported a 51% productivity improvement in the first year of implementation.

How to do it in your organisation in three simple steps:

  1. Create ‘Open’, ‘Teams & Projects’ type groups for every relevant function. Keep membership type as ‘Anyone can join without approval.’ Keep posting permissions to ‘Anyone can post in this group without being a member’ [Resources here].
  2. Add the respective functional team members to this group. Cross-functional members can add themselves as and when needed and post their requirement.
  3. Make a pinned post on this group explaining the purpose of this group. Be prompt, responsive, and respectful of the feedback received on this group.

About Ginger Hotels

Ginger is an Indian hotel chain which operates more than 35 properties in India under a category called “Smart Basics Hotels”. It was established by Roots Corporation Limited, which is a subsidiary of The Indian Hotels Company Limited, which is part of the Tata Group, one of India’s largest conglomerates.

As on Dec 2017, Ginger had 100% of its ~900 employees on Workplace, 85% of whom were monthly active on the platform. An internal study of Workplace impact at Ginger Hotels had the team reporting a 28% efficiency improvement, 51% productivity improvement, and 25% attrition reduction at the end of one year leading to a first year ROI of 7.4x (assuming 20% realisation of potential benefits).

More about the company here.

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