Enabling Faster Workforce Productivity with Workflow-Embedded Knowledge Support
The Current Scenario
In complex enterprise environments, new employees often struggle to access the knowledge they need to perform their roles confidently. Organizations typically rely on expert-driven support as part of their Talent Transformation initiative, where employees escalate routine questions to experienced personnel.
While this approach works initially, it becomes difficult to scale. As organizations grow, support teams face increasing ticket volumes, slower query resolution, and rising operational costs.
Common challenges include:
- Time-intensive onboarding processes
- Slow transition from training to productive work
- Heavy reliance on subject matter experts for routine support
- Inconsistent employee support experiences
- Low knowledge retention among new hires
To improve workforce productivity, organizations must move beyond traditional onboarding models and enable employees to access knowledge directly within their daily workflows.
Rethinking Workforce Enablement and Employee Support
A multinational investment bank and financial services firm partnered with Harbinger to rethink how onboarding, learning, and employee support should operate in a fast-moving financial environment. They wanted to improve workforce productivity while reducing reliance on expert-driven support.
The organization aimed to shift from a training-led onboarding model to a performance-driven workforce enablement approach. Harbinger worked with the client to define a more scalable support model where employees could access knowledge directly within their workflows instead of relying on expert intervention.
Employees needed to access the right knowledge at the right moment and resolve issues independently without waiting for expert guidance. Harbinger helped the organization modernize its employee support model and operationalize this shift through a workflow-embedded, AI-augmented solution that integrated learning, knowledge access, and query resolution directly into daily work environments.
The solution connected fragmented enterprise knowledge sources and enabled employees to retrieve accurate information through a conversational interface. Employees could access guidance in real time, reducing delays and improving execution consistency.
How Harbinger Enabled the Workforce Productivity Shift
The AI-augmented onboarding and support solution enabled the organization to:
- Provide employees with real-time access to institutional knowledge.
- Reduce dependency on subject matter experts for routine questions.
- Deliver personalized learning recommendations aligned to role requirements.
- Reinforce learning through targeted nudges within the flow of work.
- Create a centralized knowledge layer across enterprise systems.
By embedding knowledge support directly into day-to-day work environments, the organization enabled faster decision-making and improved operational efficiency.
What Was the Impact?
The new workforce enablement model significantly improved onboarding efficiency and employee productivity.
Key outcomes included:
- Reduced average query resolution time from 1–2 hours to approximately 15 minutes
- 15% reduction in escalated-to-expert support tickets
- Faster transition from onboarding to productive work
- Lower operational costs associated with expert-driven support
- Improved employee engagement and reduced attrition
The organization established a scalable workforce enablement model that supports continuous capability development and long-term productivity improvements.
Explore how Harbinger helped a multinational investment bank modernize its onboarding and employee support model through workflow-embedded, AI-augmented performance enablement.
