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 Firstline 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 Firstline Workers the tools they need requires companies to address unique user experience, security and compliance, and IT management.
Microsoft 365 for Firstline Workers
Microsoft 365 combines intuitive best-in-class productivity apps with intelligent cloud services to empower your Firstline Workforce.
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 Firstline Workforce. IKEA is connecting everyone in the organization with familiar features like chat and video calls and digitizing firstline processes such as shift management to save time and cost.
This video was created by Microsoft, with the agreement of Ingka Group.
Mattress Firm is empowering Firstline Workers with real-time access to the information, resources, and expertise they need to delight customers and provide a better shopping experience.
Ahead of next week’s National Retail Federation (NRF) tradeshow, we are excited to introduce new capabilities for Firstline Workers coming to Microsoft 365. Here’s a look at what’s coming soon:
New tools that make it easier for Firstline 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.
Intuitive push-to-talk experience to connect team members across departments and locations.
- 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 Firstline 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.
Corporate headquarters can target, assign, and track tasks across locations. Firstline Workers can view tasks assigned to them and across the store.
- 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.
Enhanced identity and access management features that make it easier for IT pros to keep Firstline Workers productive and secure
- SMS sign-in—With SMS sign-in, Firstline 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 Firstline 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.
One-time SMS codes on mobile devices to streamline the sign-in experience for Firstline Workers.
- Shared device sign-out—Many Firstline 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, Firstline 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.
With one click, Firstline Workers can sign out of a shared Android device and log out of all applications and browser sessions to prevent sensitive data being shared with another device user.
- 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. This feature will begin rolling out to customers this quarter.
Display a message and/or disable access to Teams app when Firstline Workers are off shift.
- Delegated user management—Firstline 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 Firstline Managers. Delegated user management can give Firstline 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.
Through the My Staff portal, delegated user management enables a Firstline Manager to manage their team’s credentials and assist with password resets.
- 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 Firstline 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 Firstline Workers’ onboarding and productivity from day one.
With Azure AD’s user provisioning service now integrated with SAP SuccessFactors, as well as Workday, it’s easier than ever to onboard Firstline Workers user identities at scale. Shown here, you can start the provisioning cycle and use the progress bar and provisioning logs to track the provisioning process.
All of these capabilities are expected to roll out in the first half of this year except where noted.
Empowering Firstline Workers to gain a competitive advantage
New research in partnership with Harvard Business Review Analytic Services highlights the untapped potential of Firstline Workers in retail.
This is just the next step in our journey to empower every person and every organization on the planet to achieve more. We aim to build tools and experiences for the modern workplace and for workers at all levels of the organization. We’ll continue to develop and bring to market purpose-built Firstline Worker capabilities and experiences in partnership with our customers and industry leaders. And we’ll continue to innovate and build features that simplify work, bring people together, and help organizations big and small achieve more. Come see us next week at NRF 2020 in booth #4501.