Tackling the Challenges for Frontline Workers - with Unily

Frontline workers are the lifeblood of enterprise businesses - the engine of your business. Yet, a new study by Unily together with ScreenCloud reveals that these essential employees are being held back by a critical communications crisis, costing enterprises billions in lost productivity and creating significant security risks.

The report, “Disconnected and disengaged: The economic cost of frontline friction,” looks at the challenges for frontline workers and the deskless workforce and how this impacts business performance.

Produced by Unily in collaboration with ScreenCloud and market research consultancy Censuswide, the report surveyed 800 frontline workers across major North American enterprises with over 10,000 employees and more than $10 billion in revenue. The findings are a wake-up call for any organization that relies on its frontline staff to succeed.

The Staggering Cost of a Disconnected Workforce

The most startling finding of the report is the sheer financial impact of frontline friction. The study quantifies the annual cost of poor information access to employees at an astonishing $80.6 billion. This figure isn't just a number; it represents a massive strategic blind spot that is silently draining the bottom line.

The study breaks down this cost by looking at the specific time lost by a typical deskless or frontline worker each year due to digital underinvestment and a disconnected employee experience. Based on an average of 240 shifts per year, a single frontline employee could spend:

• 120 hours per year unable to work due to poor access to information or resources.
• 124 hours per year searching for information or resources.
• 132 hours per year having to redo work due to an initial lack of information or resources.

This equates to a staggering total of 376 hours per year—nearly ten full workweeks—of lost productivity for each frontline employee. It’s an operational breakdown that’s not just a minor inconvenience but a major drain on enterprise profitability.

Industries are not all affected equally. The telecommunications sector, for example, experiences these issues at a higher rate than the average, with workers spending more time on all three of the activities listed above. In aviation, 42% of frontline workers reported spending an hour or more per shift unable to work. These are not employees who are unwilling to work; they are simply unable to due to a lack of the right information and tools.

Challenges Faced by Frontline Workers

Beyond the quantifiable financial loss, the report uncovers a deep-seated cultural and operational breakdown. Frontline and deskless workers, who are the face of the brand and the primary point of contact with customers, are grappling with a series of significant challenges.

The Problem of Inefficient Information Access

A fractured information landscape is a clear pain point for frontline workers. The study found that team meetings are still the primary way for workers to get company information, with 58% of respondents citing this method. 

While convenient for in-person briefings, this method is slow, inefficient, and prone to human error and inconsistency. The data supports this, with 27% of respondents stating they received conflicting messages from headquarters versus their on-site teams.

For those with digital access, the situation isn't much better. A significant number of frontline workers find information difficult to locate, with 44% saying data is spread across too many systems and 40% finding it overly time-consuming to find what they need. 

This lack of a "single source of truth" means employees are often operating with incomplete or incorrect information, which directly impacts their ability to perform their jobs effectively and to their full potential.

A Pervasive Security Risk: The Rise of Shadow IT

In the absence of reliable, official tools, frontline workers are taking matters into their own hands. A staggering 71% of those surveyed admit to using personal devices or non-company apps to collaborate and share company information. This phenomenon, known as "Shadow IT," is a growing enterprise security issue. 

However, the report makes it clear that this isn't an act of rebellion. Almost a third of workers know their actions could have serious consequences but are simply "doing what's necessary to get their job done". 

The risk is tangible with almost 40% having shared sensitive company data through unofficial channels because there was no convenient official alternative. In telecommunications and healthcare, this figure rises to nearly half. This is not just a technology issue; it's a direct result of inadequate support and a clear sign that official tools are not meeting the needs of the frontline.

The Cultural Disconnect

The research also highlights a clear cultural breakdown. Nearly three-quarters of frontline employees do not have a strong grasp of their company's strategy. Additionally, only 24% feel their feedback or ideas ever reach leadership. This sense of being ignored and uninformed is a significant problem. It’s impossible for a business to pivot at speed and deliver exceptional customer experiences when its frontline isn’t aligned with the company strategy.

This disconnect also impacts morale and retention. Under 40% of frontline workers report being happy in their current roles, and just over 20% are looking to leave in the next 12 months, with many considering moving to a company with a more modern digital workplace. This shows that investing in digital tools is not just a matter of efficiency and security; it is a critical factor in attracting and retaining talent.

The Urgency of Now

The report concludes with a powerful message for enterprises. This isn't just about a minor productivity issue; it's a strategic imperative. The performance champions of tomorrow will be the ones who invest in connecting and empowering their frontline workforce.

As Sharn Kleiss, Strategy Partner at Gallagher's Communication Consulting Practice, stated, "The expectation that employees - especially those on the frontline - should tolerate outdated, clunky systems is no longer acceptable". It’s time for enterprises to recognize that providing a modern, seamless digital experience is a competitive necessity.

The challenges faced by frontline workers are clear: a lack of efficient tools, poor information access, and a feeling of being unheard. However, the solutions are also within reach. By investing in integrated communication strategies that include robust EXPs and digital signage, enterprises can bridge the gap between their corporate strategy and the daily realities of their frontline teams.

Find out more about the economic costs of frontline friction, the challenges of the frontline workforce and the detailed solutions that can help and download the full report below. 

Download the full report, "Disconnected and disengaged: The economic cost of frontline friction."