FINAL WORD
Building trust with deskless workers
Trust shapes every part of the employee experience, from engagement to performance. For companies managing large deskless teams, building trust means overcoming barriers of distance, limited communication, and outdated HR systems. Traditional approaches are increasingly falling short, particularly for remote and mobile workforces.
Companies are turning to automation to close the gap. This is not to replace human connection. It’ s to make everyday tasks like checking your payslip, applying for leave, or getting company updates quick and straightforward.
Research shows that 80 % of the world’ s workforce is now deskless, yet just 1 % of business software spending is focused on solutions for this group. The mismatch is forcing companies to rethink how they support, engage and retain their people.
Automation can sometimes feel like a threat. Even when the aim is to support workers, organisations need to be clear about why systems are changing. Simple explanations, such as who can access employee data or how payslip information is handled, go a long way towards building trust.
Workers are far more likely to trust organisations when they understand how systems work. Digital systems give employees instant access and visibility into approval timelines.
Research shows that employees in high-trust organisations are significantly more productive, more engaged, less stressed, and report greater overall satisfaction with their lives.
One of the most common mistakes companies make is imposing new systems without involving the people who must use them. When employees are consulted, there’ s a notable increase in trust and adoption. It’ s a simple principle: people support what they help build.
Pilot new tools with small groups, gather real-world feedback, and refine systems before rolling them out at scale. This helps avoid costly failures when new tools are ignored or resisted.
Caroline van der Merwe, Co-Founder and Chief Product Officer, Jem HR
Repetitive administration tasks wear down trust over time. When employees are stuck chasing paperwork, they see inefficiency and unfairness. Automation removes these barriers, allowing workers to focus on the jobs they were hired to do. It is a small change with a big impact. them. Businesses must ensure that refurbished devices meet manufacturer specifications, include relevant certifications, and integrate seamlessly into modern IT environments.
Altron Document Solution has a complete multi-point checklist that helps us determine what work needs to be done to bring returned Xerox equipment up to the standard that clients expect while ensuring the devices are fit-for-purpose. This ensures the quality of the customer experience is in line with what you’ d expect from new equipment.
The proposition does not just stop at the equipment. Xerox CEO Steve Bandrowczak pointed out to clients in April in Johannesburg, that 65 %+ of service calls into the global contact centre were resolved remotely, negating the need for numerous car journeys and minimising pollution.
If a technician needs to be dispatched to service a device, they depart already knowing from data provided by AI-driven remote diagnostics what the issue is and can then carry the necessary parts with them, making a return to fix far less likely, again reducing the number of journeys.
If further support is needed, the technician can access an augmented reality session through tools that allow them to get support from experts as if they were in the room, reducing the potential for unnecessary repairs and the consumption of spare parts. This approach contributes to the overall sustainability of a refurbished equipment experience and reduces risks to adoption.
Automation also enables personalisation, such as delivering targeted messages based on real activity. A worker who has not taken leave in months is a burnout risk, and in many frontline jobs, which is a safety concern. That worker could receive a reminder to take some time off. Someone consistently working long hours might be nudged towards available wellness benefits.
As South Africa faces increasing pressure to deliver on ESG targets, manage resource scarcity, and enable inclusive growth, circular economy initiatives offer a practical, scalable path forward.
In industries where turnover is high and margins are thin, feeling seen and supported can tip the balance between staying or leaving. For remote workers, who rarely interact with HR in person, reliable mobile systems are critical.
Deskless workers are not asking for extra rewards. They are asking for the basics to be fair, simple and reliable.
By 2030, global circular economy efforts could generate $ 4.5 trillion in economic benefits. That is a number that South African businesses cannot afford to ignore. The technology is here. The expertise is here. Now all we need is the effort to embrace the circular economy. p
76 INTELLIGENTCIO AFRICA www. intelligentcio. com