Employee experience became a buzzword over the past few years, for good reason – however good the products and services, a business’s people can be the make or break difference between offerings.
It seems obvious that in order to deliver exceptional service to customers, businesses need to attract and retain outstanding staff to positively represent the company ethos and deliver with energy and commitment every time.
As we (and Richard Branson) have always said, “If you take care of your employees, they will take care of your clients”.
We understand that it’s the people and culture that make CAE outstanding, not just technology and processes.
Following an award winning year in FY17 which saw 62% growth, CAE has had the opportunity to reinvest back into the business. Investing in our team, and providing them with outstanding tools and support has enabled us to deliver the best possible results for both customers and the company.
So far this strategy has paid off. The business is growing rapidly and we have won 5 Cisco awards for our unique personalised approach. We are currently being recognised for our business success, and just as importantly, our Glassdoor employee rating is 4.8/5 – we don’t believe that is a coincidence.
Which is why we are now investing even more in our people, so they can effectively support your people.
When we looked at how we could help our employees work even more efficiently and effectively, the crossover with what we offer our customers was obvious.
Expert knowledge: We have expanded our Pre-Sales team, adding over a dozen Solution Architects and separating out service presales for a more specialist response to every customer build.
Long term relationships: CAE has always highly valued building long term, trusted relationships with our employees and customers. By opening more offices in the UK we can enable clients to have more “local” relationships.
Maximising the efficiency of technology: We have committed to a year long Service Desk Institute accreditation process, improving systems and helping our staff to get the most from the current technology to deliver service desk excellence to our customers.
Time to focus on business, not systems: By streamlining and automating the time consuming, mundane daily tasks from our employees’ jobs, we are giving them time to focus on doing business and supporting customers, not tedious admin.
Ongoing time, support and guidance: Just as with our customers, we recognise the need for continuous support for our staff and are committed to providing ongoing personal development with immediate support, feedback and assistance as needed.
We are passionate about delivering service excellence, and to achieve that we will continue to treat our employees as internal customers, offering them the time, support, commitment and guidance that they offer our external customers every day.
Prioritising people, both staff and customers, has allowed us to offer increased growth, coverage and expertise, and is just one of the ways that CAE is different.
