Companies at the forefront of digital transformation recognize how critical it is to enable all of their people with the right technology and tools. That’s why, in industries like retail, hospitality, and manufacturing, there’s a movement underway to digitally empower the Frontline Workforce—the more than 2 billion people worldwide who work in service- or task-oriented roles.
With Microsoft 365, the world’s productivity cloud, we’re in a unique position to help companies of all sizes and across all industries provide their employees the tools and expertise they need to do their best work, without sacrificing the security of their organization or customers’ data. Giving Frontline Workers the tools they need requires companies to address unique user experience, security and compliance, and IT management.
It’s inspiring to see how industry leaders, like IKEA and Mattress Firm, are driving higher levels of employee engagement and enhancing the customer experience by putting tools like Microsoft Teams into the hands of their Frontline Workforce. IKEA is connecting everyone in the organization with familiar features like chat and video calls and digitizing frontline processes such as shift management to save time and cost.
New tools that make it easier for Frontline Workers to communicate and manage tasks
- Walkie Talkie in Teams—This new push-to-talk experience enables clear, instant, and secure voice communication over the cloud, turning employee- or company-owned smartphones and tablets into a walkie-talkie. The functionality, built natively into Teams, reduces the number of devices employees must carry, and lowers costs for IT. Unlike analog devices with unsecure networks, customers no longer have to worry about crosstalk or eavesdropping from outsiders. And since Walkie Talkie works over Wi-Fi or cellular data, it can be used across geographic locations. The capability will be available in the Teams mobile app and integrate with the newly unveiled Samsung Galaxy XCover Pro, a device built for workers on the front lines of any industry. Walkie Talkie will be available in private preview in Teams in the first half of this year.
- Tasks targeting, publishing, and reporting—With Tasks in Teams, now customers can drive consistent execution of store operations at scale across all of an organization’s locations. Corporate and regional leadership can send task lists targeted to the relevant locations, such as specific retail stores, and track their progress through automatic real-time reports. Managers have tools to easily direct activities within their stores, and Frontline Workers have a simple prioritized list available via their personal or company-issued device showing them exactly what to do next. Tasks targeting, publishing, and reporting is coming to Teams in the first half of this year.
- Workforce management integrations—Customers using leading third-party workforce management systems—such as Kronos and JDA—for scheduling and time and attendance can now start integrating directly with Shifts via Shifts Graph APIs and SDK. Supported scenarios include management of shifts, schedules, schedule groups, swap requests, time off requests, and open shift requests. The JDA connector for Shifts is open sourced and available on GitHub. The Kronos connector for Shifts will also be available on GitHub later this quarter.
- SMS sign-in—With SMS sign-in, Frontline Workers are able to sign in to their Azure Active Directory (Azure AD) account using one-time SMS codes—reducing the need to remember usernames and passwords for all their Microsoft 365 and custom applications. Once enrolled, the user is prompted to enter their phone number, which generates an SMS text with a one-time password. SMS sign-in is a single sign-on (SSO) experience, enabling Frontline Workers to seamlessly access all the apps they are authorized to use. This new sign-in method can be enabled for select groups and configured at the user level in the My Staff portal—helping to reduce the burden on IT.
- Shared device sign-out—Many Frontline Workers use a single tablet or mobile device that is shared between shifts. This can pose unique security challenges to the organization when different employees who have access to different types of data use the same device over the course of a day. With shared device sign-out, Frontline Workers will be able to log out of all their Microsoft 365 and custom applications and browser sessions with one click at the end of their shift—preventing their data as well as any access to customer data from being accessible to the next user of that device.
- Off-shift access controls for Teams app—IT administrators can now configure Teams to limit employee access to the app on their personal device outside of working hours. This feature helps ensure employees are not involuntarily working while not on shift and helps employers to comply with labor regulations.
- Delegated user management—Frontline Managers can approve password resets and enable employees to use their phone numbers for SMS sign-in, all via a single customizable portal enabled by IT for Frontline Managers. Delegated user management can give Frontline Managers access to the My Staff portal, so they can unblock staff issues—reducing the burden of identity management on IT, and keeping employees connected to the apps they need on the job.
- Inbound provisioning from SAP SuccessFactors to Azure AD—Azure AD’s user provisioning service now integrates with SAP SuccessFactors, making it easier than ever to onboard and manage Frontline Workers’ identities at scale, across any application using Azure AD. This feature—in public preview—builds upon the ability to provision users to Azure AD from Workday, another popular human capital management (HCM) system, already generally available. Integrating with these systems of record helps IT to scale Frontline Workers’ onboarding and productivity from day one.
