Flybe: Communication Toolkit

Driving dialogue at Europe’s largest regional airline.

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With nearly 3,000 employees spread across Europe, ContactEngine are providing easy to use channels to help Flybe’s leadership team talk and listen to all colleagues.

The Problem

With over 2,600 colleagues distributed around Europe, many of whom are flight crew and ground staff, creating “town hall” style events for colleagues can prove a challenge. Flybe were looking for a secure reliable solution to allow their CEO to answer questions live on key topics. The broadcast also needed to be available immediately afterwards, so that those unable to listen at the time had a chance to catch up on the news. In addition, Flybe also wanted to accurately measure engagement and quickly gather feedback.

Solution

Combining telephone conferencing, email, web form and SMS, ContactEngine created the perfect made-to measure solution. Within a clearly communicated time window, colleagues are invited to submit questions on certain topics to the leadership team by - free SMS, bulletin board or via an email.All the questions are held automatically in a centralised dashboard for moderation and colleagues have the choice to remain anonymous or not.  Each month Flybe’s leadership team hold a conference call, hosted by ContactEngine, which is streamed live to a dedicated telephone number (publicised in advance) and to an embed player on the company intranet allowing access to the broadcast in real time. Afterwards the broadcast is available immediately on the same dedicated telephone number and player for colleagues to listen at their leisure. The communication team at Flybe are provided with a dashboard to securely manage all these channels, view feedback and download reports: allowing them to immediately measure the effectiveness of the broadcast. 

Results

The solution provided for Flybe by ContactEngine is not only providing a cost effective, secure and reliable way the for the leadership team to hold regular “virtual” town hall events. Additionally for the first time, because of ContactEngine’s unique multichannel approach, hundreds of colleagues, irrespective of geography or device, have been given a voice to speak directly with the CEO. With this channel of dialogue now open, Flybe are refining their company strategy based on actual colleague feedback. 

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