The ROI of connecting with frontline workers
The business case for modernising workforce communication in 2025
Organisations with modern communication platforms experience up to 25% higher productivity rates and 30% better employee retention, according to industry research. A Harvard Business Review survey also found that a massive 86% of respondents believe frontline workers need better technology and about 72% saw increased productivity by prioritising frontline staff. Despite the compelling numbers, many South African companies still rely on fragmented communication systems, creating operational bottlenecks and employee disconnection. Merel van der Lei, CEO of Wyzetalk, a leading employee experience platform designed specifically for connecting and engaging with frontline workers, says businesses must reassess their communication infrastructure as a strategic priority in 2025 to protect their bottom line.
Metrics that matter
The well-known business adage ‘you can’t improve what you don’t measure’ holds especially true when evaluating communication systems.
A staggering 40% of workers experience a decline in trust towards leadership and their team when communication is lacking, a recent Forbes survey established. Van der Lei agrees that an absence of clear and consistent communication contributes to an environment where poorly communicated objectives and expectations prevent employees from contributing to discussions and tasks, leading to a productivity decline.
“Here, businesses should be looking at the content of the communication and, crucially, whether they’re using the right channel to deliver that information. Having the right channels can help organisations ensure reach, adoption and alignment with company objectives. Does your business regularly share information on its organisational goals? Are these being communicated effectively? Do frontline staff understand them, and can they act on them? These are metrics that matter for an organisation’s success and its bottom line,” explains van der Lei.
Digital channels have a clear edge over paper-based systems by enabling organisations to track online activity, readership, and content interaction while also providing useful feedback mechanisms that help measure the relevance and usefulness of communication. “This creates a much-needed alignment between internal communications goals and company KPIs,” notes van der Lei.
The digital ROI
Switching to digital communication platforms offers organisations a tangible return on investment, both now and well into the future. Cost savings are among the most immediate benefits. By replacing paper-based communication with digital systems, companies save money and support sustainability goals by reducing their carbon footprint on paper and printing emissions. “Unlike traditional methods, digital systems enable instant, targeted communication. The speed with which you can reach your entire workforce or specific groups on an ongoing basis is a game changer. The operational benefits are even more transformative. Real-time updates can prevent safety incidents and ensure rapid responses to operational needs. Digital communication tools streamline everyday processes, like ordering equipment or accessing payslips, to save time and reduce errors. These improvements enhance productivity and contribute to a more engaged and satisfied workforce,” says van der Lei.
Overcoming modernisation barriers
Companies often perceive the transition to digital communication systems as costly or complex, but van der Lei says this is largely untrue and can be overcome with a phased approach. “Start small by opening a channel, then gradually expand with features like access to payslips or training modules. Over time, businesses will learn what works and what doesn’t, creating a mature and effective system,” she adds.
Involving employees is an essential part of the process. “Ask your workforce what they need from a communication platform. Tailoring systems to their needs boosts adoption rates and strengthens organisational culture.”
Building brands and resilience
Beyond cost savings and operational improvements, modernising communication systems offer opportunities to strengthen company culture and brand. “A well-implemented platform shows employees they are valued as individuals, not just numbers. This sense of inclusion and recognition builds pride and loyalty, turning employees into powerful brand ambassadors,” says van der Lei.
Improved communication infrastructure also supports business resilience and adaptability. “Clear, transparent communication helps organisations navigate crises and adapt to changes more effectively. By fostering two-way communication, businesses can gain valuable feedback to identify and solve problems faster. Companies can only discover productivity blockers through employee feedback. The simplest of changes, such as upgrading a piece of equipment, can drastically improve efficiency and morale, but these actionable insights from frontline workers are much harder to get without the feedback mechanisms built into digital platforms,” she says.
Ultimately, digital communication channels allow companies to become more strategic and proactive with data insights that reveal what content resonates most with employees. This agility is especially beneficial for shift-based and more remote workers. “As businesses plan for 2025, investing in effective workforce communication can help create a more connected, informed, and empowered workforce and a healthier bottom line,” says van der Lei.