Reducing digital friction for a connected, productive, hybrid workplace

The hybrid workplace is the new normal, with flexible work hours, part-time work and work-from-home days more common than ever.

In a Logitech survey of office workers, 69% of Kiwi and 53% of Australian respondents identified as hybrid workers. Most workers like the idea – according to Forbes, an incredible 98% said they wanted to work from home at least some of the time.  

It’s clear that employees prefer the hybrid model – so what does that mean for employers? Hybrid working can make it more difficult for employers to keep employees connected and engaged with the organisation, and for employees to access the information and tools they need when they’re not in the office. 

Technology fills the gap in many workplaces, fostering a sense of belonging for employees even in a virtual work environment. 

Here’s what you need to know.  

For employees, the benefits of a hybrid workforce are clear – and it’s not all about cutting the commute or working in track pants. In a Gallup poll, workers cited improved work-life balance, more efficient use of time and lower risk of burnout or fatigue as significant upsides of the hybrid work model. Many also felt that hybrid work had improved collaboration and their relationships with co-workers. 

There are benefits for employers, too. Because most employees prefer flexible work, offering hybrid arrangements can attract top talent, increase employee satisfaction, and boost retention. 57% of workers claimed they would look for another job if their employer wanted them to return to the office full-time. In practical terms, fewer full-time on-site workers reduce the need for office space and the costs that come with it.   

Hybrid working still has its challenges. Workers report struggling to balance work time and home life, with many working more hours at home or struggling to transition between work and non-work hours. Working from home can feel less visible than in-office work, which means workers can feel overlooked – 42% of workers in one survey said they were worried about missing projects or promotion opportunities.

Collaboration and feeling a sense of connection with colleagues and the organisation is another issue. According to one survey, 53% of employees feel that remote work makes it harder to connect with co-workers without the incidental chats and quick in-person queries that happen in an office. While technology allows people to work from anywhere, it doesn’t always work perfectly. Difficulty accessing company files or work tools scattered across multiple legacy systems, problems finding answers to work questions when managers are remote – can all impact remote or hybrid workers who end up wasting valuable time searching for information, and causing frustration. 

While 74% of employers offer hybrid work arrangements, many business owners and managers still have concerns. It can be more challenging to keep track of hours worked and ensure your teams are on task when they’re working remotely. Managers surveyed in 2023 reported concerns around employee motivation (55%), effective collaboration (53%) and decreasing productivity (28%) in a hybrid workplace.  

The productivity issue is a genuine concern for many employers. While 52% of employees report that hybrid work makes them more productive, just 31% of managers and leadership teams agree. One Stanford Study found that fully remote workplaces were associated with a 10% drop in productivity.  

Inadequate digital tech can impact workflow and productivity. In one survey, workers cited ‘digital friction’ as an issue for remote work, noting frustration with switching between multiple applications (35%) and dealing with ‘notification overload’ (30%). 24% of respondents mentioned that user interfaces were confusing and hard to navigate, making it more difficult to perform routine work tasks efficiently. 

Productivity isn’t necessarily easy to track. In most jobs, there’s no single metric for productivity. Lines of code, numbers of reports written, new leads, hours spent in meetings, face-to-face time with customers – most measures don’t accurately reflect real value to the business.  

Hybrid workforces are here to stay. Businesses will succeed in this new world by leaning into the benefits rather than focusing on the negatives. This means finding new, effective ways of working that serve all staff – whether they’re in the office or working from home.  

A positive digital employee experience (DEX) is key to optimising hybrid productivity. A digital solution like ServiceNow helps streamline workflows and simplify remote access to work tools, giving your employees more time to focus on business-building tasks. 

Here’s a look at the key benefits:  

• Access work information and work tools through a central cloud portal.  
• Reduce ‘digital friction’ associated with switching between applications. 
• Minimise repetitive manual work with automation.   
• Take the burden off your HR and management teams with self-service functions. 

The goal is a connected, productive workforce of people who are empowered to collaborate with colleagues, find answers, complete their work efficiently, and manage their own work lives – whether from home or in the office.

While ServiceNow provides the foundation for a seamless hybrid workplace, maximising its potential requires the expertise of a trusted implementation partner. That's where Fusion5 comes in. 

As a ServiceNow partner with over 10 years of delivering successful service management solutions and 20+ years as a business solutions partner, Fusion5 offers a comprehensive suite of services to ensure a smooth and successful ServiceNow implementation. Here's what sets us apart: 

• Deep service management experience: Our team consists of seasoned ServiceNow professionals with extensive experience in HRSD configurations and integrations. We understand the intricacies of the platform and can tailor it to your specific needs. 
• Proven implementation methodology: We follow a structured, yet adaptable, implementation methodology that minimises disruption and ensures a rapid return on investment (ROI). 
• Change management: We guide your team through the transition, fostering user adoption and ensuring everyone gets the most out of their ServiceNow investment. 
• Ongoing support: Our commitment extends beyond implementation. We offer ongoing support to ensure your ServiceNow investment continues to meet your evolving needs. 

By partnering with Fusion5, you gain more than a technology solution. You gain a trusted advisor with the expertise to bridge the gap between technology and your business goals. We work collaboratively with you to create a ServiceNow solution that empowers your hybrid workforce, fosters productivity, and drives exceptional employee experiences.