Initial situation and challenge
Internal communication at the Römer-Thermen operated in a very traditional manner for a long time. Information intended, for example, for staff in the baths and sauna area, at reception or in the cleaning department was printed out and filed in folders. Staff were expected to read this information at the start of their respective shifts and then sign to confirm they had done so.
In principle, it worked – but it wasn’t reliable enough in day-to-day operations. Staff only received information once they were on site, had remembered to check the relevant folder and had actually looked inside it. For a business with different work areas and shifts, this was not a viable long-term solution.
At the same time, the staff had set up their own WhatsApp groups. For them, this was an obvious choice: they were familiar with the app, it was already installed on their personal smartphones, and it allowed for a much faster exchange of information than paper and folders.
From the management’s point of view, this blurring of the lines between private and work-related communication was no longer acceptable – particularly with regard to data protection. Those in charge therefore issued clear instructions to move internal communication to a central platform designed for work purposes.
Ingo Nadler
Head of IT, Römer-Thermen Bad Breisig
The management gave a clear brief:
They were not simply looking for another communication channel, but for a solution that combines the simplicity of mobile messaging apps with the requirements of a business and reaches as many staff as possible via a single shared channel.
Requirements
Simple enough for everyday use, professional enough for business
The situation presented the thermal baths with a typical challenge: no matter how technically advanced a new communication solution may be, if staff cannot integrate it seamlessly into their day-to-day work, it will not solve the actual problem.
The system therefore had to be as user-friendly as possible. In particular, staff who do not work with business software on a daily basis should be able to read and write messages and take part in topic-based chats without the need for extensive training. At the same time, the management set out a clear requirement to strictly separate work-related and private communication. The rule for all staff: WhatsApp remains for private use; Teamwire is the mandatory channel for work.
During the selection process, several solutions were assessed in terms of features and price. However, from Römer-Thermen’s perspective, the differences were not decisive.
Ultimately, the decisive factor in management’s decision was that Teamwire is a European provider.
Ingo Nadler
Head of IT, Römer-Thermen Bad Breisig
Solution
A central communication channel for the whole team
Following a successful trial period, the management team decided to roll out Teamwire company-wide – based on the assessment of the IT manager and feedback from staff.
On the instructions of the management team, Teamwire was rolled out gradually across the entire company. Initially, a small core team began using it. Once the processes were up and running and initial experience had been gained, use was extended to almost the entire workforce.
The Römer-Thermen rely on the cloud version of Teamwire. This means that no in-house infrastructure is required to operate the communication platform, and staff can access Teamwire via their own devices.
Today, the Römer-Thermen has Teamwire licences for all staff members. The vast majority use the app on their personal Android or iOS smartphones.
For Ingo Nadler, it is particularly important that the roll-out process is now standardised. New staff members receive a welcome pack as part of their onboarding. This includes the necessary information for Teamwire, including a QR code and login details.
This ensures that Teamwire is established as an integral part of the organisation’s communication from the very start.
Those in charge at the Römer-Thermen rate the support provided by Teamwire’s staff during the roll-out as very positive:
Ingo Nadler
Head of IT, Römer-Thermen Bad Breisig
Result
Information where the staff are
From paper and WhatsApp to a shared communication structure
The key difference lies in the daily flow of information. Instead of storing information in a folder and hoping that all relevant staff members will look at it, a digital communication channel is now available.
This allows information to be distributed regardless of whether staff are currently working at reception, in the bath and sauna area, in housekeeping or at any other workplace.
At the same time, communication is organised more clearly: work-related messages no longer inevitably end up mixed in with private WhatsApp chats.
This separation is also a significant advantage from the perspective of the IT manager:
Ingo Nadler
Head of IT, Römer-Thermen Bad Breisig
Special, named group chats provide structure
The dedicated chats at Römer-Thermen are rated particularly highly. Unlike communication that is exclusively person-to-person, conversations can be organised specifically by topic.
This makes it easier to find one’s way around, particularly when there are different areas of work: staff can not only see who is communicating with whom, but also, at a glance, what a chat is about.
Ingo Nadler
Head of IT, Römer-Thermen Bad Breisig
Outlook
Operational roles for changing areas of responsibility
The Römer-Thermen are also already looking into the Teamwire role concept. Ingo Nadler sees great potential in this, particularly in a business with shift work and changing responsibilities.
So far, the feature has not yet been actively used. During a major refurbishment phase at the Römer-Thermen, which is planned for the near future, the management will roll out the role-based system and have it set up accordingly for staff. In future, this will mean that communication is linked even more closely to roles and current responsibilities, rather than exclusively to individual people.
Conclusion
Staff communication must be tailored to the day-to-day working environment
The Römer-Thermen demonstrate that the digitalisation of internal communication is not only relevant for large companies with traditional office-based workplaces.
Particularly where staff work in different areas, at varying times and predominantly without a fixed PC workstation, accessibility determines whether information actually gets through.
On the initiative of the management, the Römer-Thermen have supplemented – or rather replaced – their previous communication system with a centralised professional communication channel. The app can be used on staff’s existing smartphones, themed chats provide greater structure, and new employees are now onboarded in a standardised manner.
The fact that almost every employee has a licence and therefore actively uses Teamwire on their personal smartphone demonstrates the clear vision of those in charge: Teamwire is not intended to be available only to a small core team, but to serve as the company’s shared communication channel.
Thus, what was originally a simple task – distributing information more reliably within the team – has evolved into a digital communication structure that makes day-to-day work at the Römer-Thermen much more efficient in several areas.
