Case Study: Lumo Energy

Removing administration, re-inventing processes and delivering HR service excellence One of Australia’s leading electricity and gas retailers, Lumo Energy houses a combined workforce of 500 people, all of whom were supported by a single HR team. Further compounding the problem, more than half the company’s employees are based in a Melbourne call centre, which created a pressing need for effective recruitment and retention measures to counteract high staff turnover and hiring demands. As a result, the HR team struggled to overcome excessive amounts of paperwork, which prevented them from offering a high level of support to the business.

In order to find a solution, the company conducted a strategic HR review, which revealed the need for a software program that would help the team better manage the recruitment, onboarding, people management, and learning and development (L&D) processes, which were previously handled either by HR or management on a case-by-case basis.

However, implementing a consistent onboarding and L&D framework was a formidable task, and in order to increase the quality of HR services, the company first needed to automate several key tasks, reducing the administrative load handled by the team and line managers in the process.

The organisation turned to SilkRoad’s LifeSuite solution to help automate their processes, and enable future growth by identifying and developing the next generation of leaders.

Background

For more information: [email protected] | www.silkroad.com

How SilkRoad’s integrated talent management solutions helped remove the HR paperwork mountain generated by high staff turnover and robust training

requirements at Lumo Energy.

“This started as a business

partnership but, of course, it has become about the people. Really,

it is a commitment to one year working together, then it’s an

ongoing relationship – you need to believe you can work with them. The person selling the product

becomes the product.

Rachel BerhangOrganisational Development Specialist Lumo Energy

Lumo Energy’s Recruitment Portal Lumo Energy’s Career Twitter

Solution

End-to-End HR Software | www.silkroad.comTalent Acquisition | Talent Development | HRMS | Talent Portal

New hiring functionality The company implemented LifeSuite’s OpenHire solution to replace manager-reliant onboarding procedures and paper recruitment data with innovative, strategic processes that enabled the HR team to grow and refine a talent pool of potential hires that have been pre-screened for future positions.

The system also reduced the amount of time spent on each discrete recruitment process; and helped identify the right cultural fit and talent profile for each position, helping reduce turnover. Meanwhile externally, OpenHire enabled the company to engage with the talent pool and position the organisation as an Employer of Choice.

Performance management The company aimed to tackle retention and attrition by improving their performance management process with the introduction of SilkRoad’s WingSpan solution. Through the system, the company was able to set goals, evaluate employee skills, provide feedback and keep them informed of opportunities for development, which helped improve employee engagement and reduce attrition rates.

Moreover, through WingSpan, business leaders can now manage workflows, goals and KPIs with greater ease, whether for an individual or an entire department. This, in turn, has reduced time spent on these processes, freeing up the business to focus on building the bottom line.

Employee Onboarding The company also introduced RedCarpet, which enabled employees to access specific content relevant to their role, location or job function, as well as details about informal benefits such as gym memberships. Information about company procedures is also recorded on this system, ensuring valuable knowledge isn’t lost if an individual leaves, and sharing this content in a timely, activity-driven manner ensures that new hires receive the correct training at each precise stage of the comprehensive six-month onboarding process.

Previously, managers went through this process personally with each new recruit; however since implementing LifeSuite they can devote their time to ensuring the new hire quickly becomes productive in their role instead.

Training and development Due to high attrition rates in the call centre, training courses for new recruits needed to be run on a regular basis. LifeSuite’s GreenLight solution enabled the HR team to target individuals at various stages of their onboarding process or employee lifecycle, making sure they received the training they needed, when they needed it. Workers are also now able to take advantage of e-learning units such as online leadership courses, putting them firmly in control of their own development.

Putting the system online also meant that compliance training records are easy to access and update, which was a major success for Lumo because the company is required to continually provide compliance training by law. In the event of a compliance audit, training records can now be provided with just a few clicks of the mouse. In the past this report took a team of five people up to three days to compile. “SilkRoad is different. They are a perfect match and a

great fit for us as an SME. The support is great, and we have a good relationship. They held our hand, and were very flexible. We know the name of the company,

but we know the names of the people as well.



Results

A cut above the rest With a plethora of recruitment, onboarding, people management and learning and development systems available on the market, Lumo chose SilkRoad’s LifeSuite because their solution provided strength in all areas, rather than prioritising one feature with other modules added on as extras. And being able to deliver such a powerful, impressive tool to the business in four comprehensive modules over just ten months, within budget, pleased management as much as it thrilled the HR team.

During the implementation, SilkRoad’s project team devoted a great deal of time making sure the Lumo administrators were properly trained in order to support the user base. Having configured solutions to meet their unique needs, the software company also provided training sessions to prepare different user groups for the change the system would generate. Those changes have successfully streamlined Lumo’s operational efficiencies, freeing up valuable time that could be better spent recruiting new talent, ensuring employees are engaged and motivated, providing outstanding service to their customers and ultimately building the business.

Time-saving Thanks to all four SilkRoad solutions, the company was able to automate many necessary but time-consuming manual procedures, increasing efficiencies and saving countless man-hours in the process. Before the implementation of LifeSuite, the HR team at LUMO spent 60% of their day dealing with time-consuming paper work, however the company believes the reduction of time spent processing documentation and chasing incomplete, incorrect or overdue paperwork is invaluable.

Lumo Energy’s Onboarding Portal

“This initiative is very important for us and SilkRoad get that. We were not treated like any other client. It is a good solution, but we’ve got a

good relationship too.



500 Number of employees in Australia at Lumo Energy 50% Percentage of workforce

based in call centreNumber of L&D modules to be conducted over 10 months

60% Percentage of day consumed by paperwork before LifeSuite

100s Number of new resumes that will no longer need to be reviewed thanks to the growing previous-applicant CV database

The Problem !High staff turnover resulted in continual recruitment drives and significant training requirements, which were processed manually

HR was overwhelmed by paperwork, unable to offer strategic support to the business

Six-month onboarding process that was difficult to manage

No central repository for information about company procedures and protocols

The Solution !!Online recruiting solution

!Online onboarding solution

!Online performance management solution

!Online learning management solution

The Results !Fully automated recruitment and onboarding process that reduces time spent sifting through CVs and getting employees settled in

Online learning and development system that provides e-learning for employees and critical training reports for the business

Increased employee engagement, reduced attrition rates

Both HR and the business can now focus on building the bottom line.

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At a glance…

Case Study: Lumo Energy

Business

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