Improving the customer experience and profitability by focusing on employee engagement and empowerment.

SONIFI Incorporated is an interactive content and connectivity provider that serves approximately 1.4 million hotel rooms worldwide in addition to healthcare facilities throughout the United States. Their core services include interactive television, broadband, connectivity, advertising media solutions, and nationwide technical and professional support services. As they grew over the years, their commitment to innovation through evolving technologies and changing business models also resulted in some common business challenges. Despite the many investments in people-focused efforts during the COVID-19 pandemic, the SONIFI leadership team recognized the importance of increasing employee engagement and collaboration.

As they revisited their goals, SONIFI realized that putting employees first will improve customer experience and retention, decrease time to revenue recognition, and increase profitability. The critical pain points known across SONIFI employees included manual workarounds, disconnected systems, inconsistent performance metrics, limited role clarity, and low end-to-end visibility. These issues elevated risk, lowered the predictability of install completion and revenue recognition, and negatively impacted employee morale in an environment where people genuinely care about customer outcomes. Due to COVID-related complications in the hospitality sector, projects were averaging 100+ days to install against a goal of 60 to 75 days.

As a result, our engagement focused on overall process research and providing recommendations that support reducing the time from contract signature to full deployment in the hospitality group. The project also centered around helping the SONIFI Operations team define opportunities to enhance automation and integrate systems to create a “single source of truth” for customer data. Through their partnership with Five to Flow, SONIFI identified the root causes impacting deployment timelines and the potential solutions and actions needed to achieve their stated objectives. With the comprehensive analysis of their organizational wellness, SONIFI is now equipped with a strategic action plan, a redesign of the “Contract to Deployment/Cash” process, and first-round recommendations for enabling transformative processes within existing technology tools.

Participants in the workshops provided feedback directly to the Five to Flow team:

“I think you and your team are awesome. Rarely have I had an opportunity to be part of something so well done. You are true professionals and did an amazing job. I look forward to seeing the final product and the real results that will follow. I truly hope we cross paths again!” ​ -VP Technical Support Operations

"Our employees were happy to see that SONIFI was interested in their overall wellbeing, beyond just as an employee. Since our employees took the Wellness Wave during COVID-19, it was even more important to check in with them on a personal level." -Traci Gerth, SVP Operations and Customer Experience

We welcome you to contact us​ for more information regarding how to invest in your organization’s wellness.

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