Delivering an Atmosphere of Achievement

Meeting Missions: Temperature Check Reveals Workforce Challenges

Large organizations commonly struggle with workforce visibility and consistent communication, especially when operating across multiple locations. For our client, a leader in climate control technologies and systems, these challenges were compounded after the global pandemic due to increased attrition and shrinking talent pipelines.

Tasked with improving user experience and adoption, increasing retention rates and enhancing quality hires, the AGS Managed Services (AGS) team partnered with the client’s internal stakeholders to assess worker attrition, leadership pain points and the effectiveness of suppliers.

Taking Action: Consistent Maintenance Opens Communication and Builds Relationships

Optimizing a managed service provider (MSP) program to enhance user experience was a key factor in addressing the workforce challenges faced by our client. Taking a data-driven approach and leveraging A3 methodology to assess concerns, determine challenges and solve issues uncovered critical pain points, enabling the team to make high-impact decisions and propel meaningful change.

Additionally, in-depth manual scorecards were developed and distributed to evaluate the needs of each location, recognizing that workforce requirements differed between rural and urban settings. Monthly site visits were also implemented, demonstrating the full investment that leadership had in the warehouse teams.

Regular monthly meetings involving plant personnel, corporate representatives, AGS and suppliers, complemented one-on-one evaluations to assess the client’s light industrial suppliers and optimize for the highest quality talent to get the work done.

To further improve user experience, a dashboard designed specifically for light industrial workforces was deployed to provide full visibility to all sites. This helped decision-makers determine the high- and low-volume locations and led to a more strategic workforce roadmap.

Delivering Impact: Actions that Lead to Rising Results

Through sustained on-site engagement, open communication between corporate and warehouse leaders, as well as informed governance strategies and forecasting, the partnership has delivered measurable improvements in workforce metrics and hiring manager experience. Worker retention increased to 92%, reflecting a substantial year-over-year increase of 9%.

Targeted analysis using monthly scorecards and quarterly assessments identified key factors behind attrition, enabling focused interventions that drove turnover rates for light industrial workers down to a program low of 11%, while non-light industrial workers’ turnover rates fell to less than 5%.

Nurturing relationships, creating opportunities for open communication and improving user experience fostered a culture of accountability, transparency and performance excellence. The positive reception of this partnership earned an exceptional voice of the customer metrics, including an NPS score of 9 and a strategic partner score of 6 out of 7. In addition, hiring managers recognized AGS with a best-in-class satisfaction score of 96, emphasizing the program’s impact on talent quality and organizational growth.