Leonardo Case Study:
Company Engagement

Employee Engagement

Have you ever wondered how other companies are using Honey? How other teams are managing their internal comms? Or making transparent communications a keystone to their employee engagement? Whether you’ve been using Honey for years or you’re thinking about getting started soon, surely the thought has crossed your mind at some point. Internal communications looks different at every company — there’s no one size fits all solution — but, there is a ton we can learn from each other. At Honey, we’re lucky to have front row seats to some of the best in class internal comms programs. From fast-growing startups to established Fortune 500 companies, we’ve seen it all.

So what do successful, engaged teams actually share on Honey? And how is their content organized? Every team, of course, looks different and we’re here to help you work through a plan that’s perfect for your team. But, if you’d rather just take a peek from afar for now- here’s a deep dive into how tech company, Leonardo, uses Honey every day.

About Leonardo.

Leonardo is a Toronto-based, 100-person technology company that has been providing content management and marketing services to the global hospitality industry for over a decade. Mark Charlinksi, Leonardo’s Chief Revenue Officer, attributes their company’s loyal and dynamic culture to the investments they’ve made in their people. They focus on quality, not just quantity, and ensure that people have the resources and support they need to do their jobs without friction — which is a big reason they decided to rollout Honey in 2016.

Now that Leonardo has been using Honey for over a year and a half and has seen the platform’s awesome impact on their team, Mark was eager to share his company’s story with the rest of the Honey community.

The challenges that led Leonardo to Honey.

Mark initially found Honey because he was looking for a better way for his sales team to communicate their wins with the rest of the company. Simple as that. But as his sales team started posting information about their new clients, there was a giant ripple effect. Other teams naturally started jumping in to share their department updates as well. Mark quickly saw the potential impact Honey could have across his whole company, growing beyond the sales team. And it took off naturally from there.

“It was so intuitive, so easy, so familiar that people started engaging right away.”Mark Charlinksi, CRO at Leonardo
How Leonardo uses Honey to tackle internal comms and culture goals.

Today, Honey is a critical company-wide tool that connects every team and employee across Leonardo. At a high level, Honey has drastically reduced the number of internal emails, broken down communication silos between teams that historically had challenges communicating, and led to an increase in company morale.

But, of course, all of this impact didn’t just happen overnight. The Leonardo team took concrete steps to build a connected, collaborative culture. Here’s a breakdown of some of the most important communications the teams across Leonardo share on Honey.

Announcing new customers.

In the early days at Leonardo, every time the sales team closed a new account, they struck a giant gong in the center of the office to alert the whole company. Now, in addition to sounding their office gong, the sales team also announces each win in a Honey post.

They even discovered one of our favorite Honey easter eggs… if you include “Gong!” in your post title, anyone who opens your post will be surprised with a gong sound!

Announcing project launches.

Following the sales team’s lead, the customer experience group also uses Honey. The customer success team at Leonardo turns to Honey to announce every new project that goes live. And the customer support group uses Honey to post all of the incident summaries so that everyone in the company is aware of what is going on with the customer base.

The team members on the customer success group are admittedly slightly jealous of the gong easter egg in Honey, because their team uses a cowbell in the office to celebrate. Stay tuned… we may have a surprise in store.. :)

Explaining complicated concepts.

Leonardo is building cutting edge technology and always evolving their product to continue to lead the industry. As a result, there are technical concepts that everybody needs to understand — especially the sales and customer success teams. To help them navigate through this challenge, their CTO posts tons of articles that help explain technology to non-technical people.

Recently, for example, as they built a new platform using Kubernetes and Docker, their CTO published a “Kubernetes for Dummies” post to help everybody across the organization understand the benefit of the new platform.

Sourcing quick feedback using polls.

Leonardo’s culture committee turns to Honey to get quick feedback from the company and find new ways to make working at Leonardo even better. They recently conducted a poll on Honey to find out what new perk their team would appreciate the most: ping pong tables, healthy snacks, or better coffee? The poll received 96% company engagement, almost doubling the participation they saw when previously sending culture committee polls via email!

Sharing industry news.

Before Honey, people used to send links to articles about the hospitality industry around Leonardo via email. Usually, these articles were sent to a group of people, not the whole company. And most of the time, the person sending the email would forget to cc: people who should have been part of the conversation. Now, all links are shared on Honey. No one is left out of conversations, new hires are able to immediately jump in, and there’s a searchable knowledge base for future reference.

Recognizing awesome coworkers.

Part of Leonardo’s powerhouse culture is a result of everybody being so supportive of each other. This comes to life through shoutout posts on Honey that celebrate individual wins, new sales, launched projects, and product updates. People search diligently for the perfect GIF to capture the occasion and it’s not uncommon to see 20+ comments on each post.

How Leonardo has benefited from using Honey.

Honey has helped Leonardo reduce internal email, increase collaboration across teams, break down siloed communication, and give their digitally native team members a forum where they feel more comfortable participating.

They still continue to use other tools like Salesforce, Zendesk, and OneDrive across the company, but Honey is the tool that brings it all together and sits at the very center of their community. At Leonardo, Honey has helped create a truly social and collaborative environment.

Here are some of the specific ways Mark believes Honey has helped strengthen the community at Leonardo:

Creates an inclusive culture.

There was always a rush of energy and excitement in the office when people heard Leonardo’s real life gong… but, there were always people on the road who missed out on the in-office celebrations. With Honey, everybody can be included, whether they are home on maternity leave or across the world meeting with a client.

“We hear people rush to their computers and gongs going off all over the office. It’s great when you know everybody is on Honey and celebrating together.”

Also, now that people have stopped accidentally excluding others as a result of forgetting to cc: their colleagues on an email, people feel more connected and comfortable participating in cross-company dialogue.

Bridges the gap between departments.

Stereotypically, sales teams always want tech teams to move faster; and tech teams always think sales teams sell things they don’t have. Because the sales and customer success teams share account details so openly on Honey, the tech team has more transparency into the conversations they’re having with clients and, therefore, a better understanding of where feature requests ultimately come from.

On the flipside, as a result of the tech team taking the time to document decisions they’re making about the product roadmap, the sales and customer success team are better prepared to communicate product updates and changes to their clients.

“There’s a stronger bond across all of our teams because we’re sharing more information.”

Provides real-time training.

When the sales and customer success teams post about new clients and launched projects, they include important details like the why, what, and unique characteristics of each sale. This ultimately turns these Honey posts into a real-time training tool for other sales and customer success employees as well as a knowledge base for future hires.

“One of the questions I got asked regularly when we were considering Honey was, ‘why do we need another tool?’” Mark shared. “For me it’s simple,” he explained. “Honey serves a specific purpose — it creates a community.”