MarketSource deploys a team of 9,000 part-time representatives to work in the electronics and technology sales departments of more than 30,000 unique retail stores in the U.S. Its workforce typically includes Gen Z members and millennials, who prefer mobile technology and view the gig economy as the future of work.
Challenges
MarketSource focuses on attracting and retaining high-caliber talent to meet the electronic and technology sales needs of its large retail clients. The company deploys two employee types ― event/shift-based reps and traveling brand advocates/trainers ― to customer sites.
The disparate scheduling solutions used by these two employee groups made scheduling employees working both job types incredibly complex. Unable to pick up extra shifts through MarketSource, 53% of part-time employees took a second part-time job to supplement their income.
During the holiday season, employee numbers increased upwards of 30%, but the company had to refuse business during short peak seasons because it wasn’t able to easily schedule existing employees to work both job types to meet demand.
Solutions
MarketSource brought together leading solution providers to create a representative engagement platform (REP). Phobio, the front end of the integrated solutions, provides a business social networking app that integrates with the UKG Pro Workforce Management™ solution, formerly known as UKG Dimensions®, for scheduling and management of shift-based employees.
Passport is used to schedule route-based employees. Integrating this scheduling tool with UKG Pro Workforce Management on a single platform enables MarketSource to better utilize its workforce and schedule employees for multiple shifts and different job types.
“UKG Pro Workforce Management provides a platform that is open and flexible and has the ability to integrate multiple technologies to create a full end-to-end solution for workforce management,” said Steve Wilson, Vice President of Retail Strategy and Operations at MarketSource. “This was key to the success of this project. With our UKG workforce management solution, UKG pulls the ecosystem together and gives us the flexibility to thrive in the fast-paced retail environment.”
World App rounds out the REP platform and provides reports on customer preferences, number of customers seen, and trainings delivered at retail locations.
“UKG Pro Workforce Management provides a platform that is open and flexible and has the ability to integrate multiple technologies to create a full end-to-end solution for workforce management. This was key to the success of this project. With our UKG workforce management solution, UKG pulls the ecosystem together and gives us the flexibility to thrive in the fast-paced retail environment.”
Steve Wilson
Vice President of Retail Strategy and Operations
Results
Utilizing its integrated REP solution, MarketSource and its employees are driving greater sales and revenue for the company’s retail clients.
The solution enables MarketSource to train employees on multiple jobs and products. A survey of part-time employees revealed they wanted training across sales, products, and services. Training is delivered on a mobile app through the company’s training portal.
With the integrated REP platform, MarketSource can easily schedule part-time employees for more shifts, giving them more hours so they don’t need a second job. By more fully leveraging existing employees, the company needs to recruit fewer people.
MarketSource also can meet staffing needs for short peak seasons without hiring additional staff. In satisfying its retail clients’ increased need for part-time staff before graduation season, Father’s Day, and back-to-school time ― and for the release of new electronic devices ― the company can increase current employees’ shifts to meet this demand.
During the holiday peak season, MarketSource anticipates it will need to increase its part-time employee numbers by no more than 20% because it can better utilize its existing talent, creating potential cost savings.
Using their mobile devices, managers can see where employees are assigned each shift and can schedule and move them as needed. With retailer approval, employees also can swap shifts in the app without manager intervention.
Since beginning its use of the seamlessly integrated REP solution, MarketSource has been able to decrease operational costs, reduce employee turnover, retain talent, and increase employee availability to meet retail clients’ staffing needs.
