A CASE STUDY

Mercer a case study

Mercer - a Case Study

About Mercer
New York City, United States (Headquarters) www.mercer.com Employees: 19,000. Sales offices in 40 countries serving over 18,000 clients in over 180 cities and 40 countries and territories worldwide. Business Area: Building and Energy, Label and Processing, Food and Medical, and Filtration Region: Global

Mercer is the global leader for trusted HR and related financial advice, products and services. In its work with clients, Mercer makes a positive impact on the world every day. Mercer does this by enhancing the financial and retirement security, health, productivity and employment relationships of the global workforce. Mercer has more than 19,000 employees serving clients in over 180 cities and 40 countries and territories worldwide. As a wholly owned subsidiary of Marsh & McLennan Companies, Inc., Mercer can also provide access to the complementary consulting services of its sibling companies, Mercer Management Consulting, Mercer Delta Organizational Consulting, Oliver Wyman, Lippincott Mercer and NERA Economic Consulting.

Mercer's core strengths in consulting, outsourcing and related investments from advice to solutions, with true global reach and resources place us in a unique position to help your organization achieve the extraordinary through innovative strategies, seamless global execution and a relentless focus on implementation. Julio A.Portalatin, Mercer Chairman and CEO.

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Mercer a case study

CHALLENGES
In January 2011, Mercer replaced various stand-alone HR systems with an integrated talent management system to be used immediately for goal setting by 19,000 colleagues across the globe. While we had provided training materials for self-directed learning in multiple languages it was clear very quickly that colleagues were having problems with the new system, says Fiona Fieldhouse. Many had bypassed the training materials, preferring to jump right in and learn through doing. Others expected to be taken through the new system in a training event. A lot of time was spent supporting colleagues in using the new system for a successful goal setting season. The HR team realized that their workforce needed to have direct access to training content at the point they needed it, delivered in bite size consumable pieces.

SOLUTION
Mercer invested in AppLearns training and communication platform as part of a strategy to reengage the workforce. For January 2012 goal setting, AppLearn worked with Mercer to create multi-lingual video vignettes. These were placed front and centre on the system homepage.

While we had provided training materials for self-directed learning in multiple languages it was clear very quickly that colleagues were having problems with the new system,
Fiona Fieldhouse, Principal and TM Processes Consultant

Professional presenters conveyed cultural, system and skills messaging in five languages so that people could access information in their native language. A real person speaks to you, says Fiona Fieldhouse. They show you what to click and why its important. The result ensured that their entire workforce could access clear, concise and localized communication.

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Mercer a case study

BENEFITS

Using the AppLearn video platform has given Mercers HR team a recognizable communication channel that can be accessed by their entire workforce from directly within their software application. For Mercer these videos were accessed by 30% of colleagues with up to 400 viewers a day across five languages. This led to an increase of 15% completion of goal setting by deadline on the previous year. Importantly, queries to HR department inboxes decreased markedly. The HR department only 15% of the time of previous year supporting colleagues. We estimate our training investment in Goal Setting through AppLearn to be around $3 per head so a great result with longevity for low investment. An added benefit has been colleagues asking with the next videos will be available for the next phrase of our performance management process, which is great, says Fiona Fieldhouse.

We estimate our training investiment in Goal Setting through AppLearn to be around $3 per head so a great result with longevity for low investment. An added benefit has been colleagues asking when the next videos will be available for the next phase of our performance management process which is great,
Fiona Fieldhouse, Principal and TM Processes Consultant

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Mercer a case study

About AppLearn Ltd

AppLearn provides solutions that help large organisations maximise their talent and performance management processes and systems. We do this by driving up user adoption and engagement through embedding presenter based cultural, system and skills based training and communication tutorials directly into your HR software. This enables your employees to consume training at the point and time of need, 24/7, in any language and via any internet connected device. Our on-demand presenter based embedded training and communication tutorials reduce the need for classroom based training, webinars and user guides to trawl through. AppLearns roots are deeply ingrained in HR Software implementation, gained from more than a decade of experience in the HCM space. The Management Team founded AppLearn on the premise that there must be a smarter and more innovative way to deliver application training and communications. AppLearns platform will deliver value by: Delivering embedded, just-in-time skills, systems, and cultural training to your global workforce at the point of need - providing fingertip access to intuitive, in context, collateral, when and where needed Enabling your organisation to communicate in one consistent manner corporate strategy, values and ethos, globally, as well as reinforcing why new processes are important Ensuring alignment of your HR/PM processes and technology to overall corporate strategy Providing real-time analytics that enable you to pro-actively manage user adoption and engagement (as you cant manage what you cant measure) Improving skills for your managers by using embedded, just-in-time training to raise soft skills such as delivering feedback on appraisals

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