The Parable of the Pain Relievers
- lifeatglobe
- Jul 4, 2024
- 4 min read
Updated: Jan 8
True to the Circle of Happiness philosophy, it is only when you solve employee pain points that they can confidently help customers solve theirs. Below, NTG shares two of their pain relievers – both fast-acting, no prescription needed.
For simple headaches
Imagine you’re on your way to work. You’re caffeinated, earphones blaring, ready for the day. You arrive and find all the seats filled.
Now if only there was a way to reserve a workstation that was quick, easy, and hassle-free…
Such was the hassle of some of our Ka-NTG assigned in W City Center. Amid the flexible seating arrangement during RTO, Shine Noble-Palileo initiated the seat reservation app DesKovery. It was built using Google Appsheet, a free app builder that requires no programming skills.
The solution was simple but impactful: employees don’t have to worry about finding spots, and they get to sit with people they often collaborate with. After all, the app was built by people who experienced the same hassle.
Reserving your workspace at WCC is now as simple as scanning a QR code.
It’s also a testament to Appsheet’s ease of use; when employees are empowered, they start to see solutions to every kind of pain point.
If you need something stronger…
If internet access feels like magic, then NTG’s Site Engineers (SE) must be wizards who command the network. Our uninterrupted service is made possible by these engineers who drive to sites and complete repairs without customers even noticing.
One can imagine their everyday lives filled with great adventures, like every repair done is a dragon slain; every cell tower a castle conquered. Maybe their mornings begin with coffee, then driving to their first location. On the way, they log their activity by dialing the hotline assigned to their location.
The person you have called is on another call. Please try again later.
So they try again later…
The person you have called is on another call. Please try again later.
Until an hour passes… Then another…
When an SE’s call is finally answered, they would need to provide all details of the activity they are about to do. The details are validated – of course, to make sure that only approved activities are implemented in our network – and it is only then that the engineer can finally start what they came there for.
Once done, one can imagine the SE relishing in their triumph, their accomplishment. Until they have to dial the hotline again, awaiting the ever-elusive answer, so they can validate the activity status and complete post-checking.
PD NOC, the people behind the hotline, don’t have it any easier. With the number of engineers required to keep an extensive, reliable network running, the phone may as well ring all day. Not to mention the concerned callers of different groups and vendors, who are also waiting on the other end.
When Globe leaders called for groups to digitize their internal processes, NTG knew exactly which pain point to target.
Several tools were tried before the team found Appsheet, which enabled them to create handy apps without the need to be expert developers.
Thus the SLCK Login/Logout App was born, replacing the usual activity login process via hotline. It is easily accessed on the SE’s phones and improves the mobilization of activities per day.
Now, all planned activities can be simultaneously requested before and after site activity, meaning there are now no delays or deferred activities. SEs can provide all necessary details with a few taps, thanks to dropdown lists already in the app. The PD NOC, then swamped with chronically ringing telephones, now only takes 12-30 minutes to review activity requests.
The app even provides timestamps and status updates, all while being user-friendly and easy to navigate.
The SEs welcomed the app and are very thankful it was created for the benefit of both engineers and the PD NOC. Escalations to higher management due to unaccommodated scheduled activities became a thing of the past, and vendor partners no longer needed to incur additional expenses to re-mobilize the engineers. The PD NOC can also now focus on other tasks instead of fielding calls all day.
This sounds like a fairytale ending, so the team crunched the numbers to prove this is real life: from January 1 to June 16, 2021, 23,826 were completed by engineers and logged via calls. From June 17 to December 31, 2021, once the app was implemented, the number skyrocketed to 43,438 nationwide – an 82.31% increase. The following year, the team accommodated 88,003 activities, representing a 30.83% increase.
By 2023, the team attained an impressive 100% SLA compliance for a total of 91,217 activities, with a notable increase of 3.65%. Now that’s a happy ending.
Appsheet: For all kinds of pain points
The work we do as Ka-Globe is anchored on our dream of making the Philippines a digital nation, and this is not a vision we can actualize until the same instinct for digitization is embedded in our DNA. Appsheet, with its simple premise and ease of use especially for beginners, enables every employee to move fast and keep things simple – it’s a platform that cultivates solutions. Why suffer through pain points when a fast-acting pain reliever is available OTC (on the computer)?
What are your team’s pain points that Appsheet helps relieve? Share it in the comments below!
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