Slack brings an expanding workforce together
Established in 2011, Tiket is one of the largest and most comprehensive online travel companies in Indonesia. A period of rapid and exciting growth in both technical capability and personnel has helped Tiket get closer to achieving its vision to become the most loved travel and lifestyle platform.
As its team grew, Tiket realised it was time to centralise communications to stay productive and aligned. It made Slack its official communications channel in 2021, bringing its expanding workforce of more than 1300 employees onto one, collaborative platform.
Tio Manik, People Experience and Communication Senior Manager, leads Tiket’s employee engagement and internal communications strategy. Her aim is to create a culture of trust, transparency and cohesion at Tiket – and with Slack, she’s been able to make this happen.
“To become the most loved app, we need to feel the love within the company itself. With Slack, the team is informed, engaged, and ready to better serve our customers,” says Manik.
Creating a trusted, central voice with Slack
Before Slack, Tiket was missing an official platform to share information.
“There was no one source of truth to deliver the voice of the company,” says Manik.
Teams relied on email and WhatsApp to connect, leading to fragmented, disorganised, and repetitive communication. Not only did this disrupt clarity and efficiency, it also posed a security risk for the growing company.
“On WhatsApp, there’s no supervision. You never know exactly what’s being shared, and with whom,” says Manik.
The rise of remote work further highlighted the need for a straightforward, reliable, and secure messaging platform, whether the team was at home or in the office.
Now, with Slack, Tiket’s internal communications team can share and receive important messages faster. And the broader team is noticing the difference. According to Tiket’s latest engagement survey, employee sentiment toward internal communications has increased by an impressive four points since last year.
Darlene Hamida, Internal Communication Jr Specialist at Tiket, credits Slack’s easily digestible content formats for this success.
“Slack makes it quick and easy to share communications that are clear, concise, and enjoyable to read,” says Hamida.
Slack makes it quick and easy to share communications that are clear, concise, and enjoyable to read.
Boosting engagement with Slack integrations
Employee engagement is a priority at Tiket, but traditional ways of collecting feedback from the team were slow and inefficient. Surveys sent by email were easy to miss and would usually end up buried in inboxes.
Slack’s inFeedo integration changed that. Now, Tiket sends quarterly company-wide engagement surveys in Slack. Amber, inFeedo’s Slack app, pops up and prompts employees to answer a series of questions in a friendly, conversational manner.
Since introducing the inFeedo integration, the survey response rate has reached an all-time high of 70%. “Our teams are on Slack every day, so it’s easier for them to complete surveys where they’re already working,” Manik explains.
When Tiket was choosing its platform for work, Slack’s integration capabilities made it the obvious choice.
“One of the reasons we chose Slack was because of the integrations. It consolidates all the tools we need in one place,” says Manik.
One of the reasons we chose Slack was because of the integrations. It consolidates all the tools we need in one place.
Knowledge sharing is faster and easier with Canvas
As Tiket scales, it’s increasingly important for its team to know where to find internal updates without having to ask.
Tiket’s HR help desk used to answer the same questions over and over again by redirecting employees to a microsite where HR policies were published. It was hard for employees to access and tedious for HR to maintain.
Now, a Slack Canvas is periodically shared in Tiket’s general channel with a summary of the latest policy updates and FAQs. Employees can self-serve their HR queries without leaving Slack, speeding up the internal support process for everyone.
Canvas also helps Tiket share company news, travel deals, learning opportunities, and team newsletters in eye-catching formats that are less likely to be ignored.
“Slack Canvas makes it simple to arrange important information in a digestible and visually appealing way,” says Hamida.
Not only does Slack Canvas make information easy to read — it’s also readily available through the search function on Slack.
“With Slack Canvas, teams can easily access what they need, when they need it, without switching platforms. It creates a seamless experience,” says Manik.
Data-driven insights make communications more strategic
Tiket’s communications team is always looking for better ways to connect with the broader team. As the saying goes, you can’t improve what you don’t measure.
From the Slack analytics dashboard, Tiket can identify how employees engage with specific topics, and the optimal days and times to communicate information. Using these data-driven insights, Manik now knows when and where to share urgent action items to ensure a timely reply, which has led to significant increases in the average view and response rates.
“The insights Slack provides help us cut through the noise to deliver the right messages to the right people,” says Manik.
“With Slack, we can get responses even faster than we need them.”
