A WorkForce Software customer since 2021, WestRock is a leading provider of sustainable packaging solutions with nearly 300 locations in the U.S. and Canada (50% of which operate under collective bargaining agreements). After their recent merger with Smurfit Kappa, Smurfit WestRock now operates in 40 countries with 500+ production facilities and 100,000+ team members worldwide.
Goals
- Consolidate timekeeping down to one workforce management system
- Implement consistent, timely payroll standards that increase data integrity
- Meet compliance for unionized employees and pave the way for future enhancements
The Challenge
With thousands of employees spread across hundreds of union and non-union locations, Smurfit WestRock has unique complex needs when it comes to tracking time and completing payroll. Before partnering with WorkForce Software, they were balancing five different time keeping systems, which created challenges for data integrity and efficiency.
“When you implement a system like WorkForce Software, you’re implementing an enabler. Your true value lies in your ability to have strong adoption and strong processes, and your business processes need to be enabled by the technology.”
Taryn Emerson | Director, IT Strategy and Portfolio
The Solution
Smurfit WestRock, in partnership with WorkForce Software, implemented time and attendance through a pilot methodology to ensure project delivery, change management, and roles and responsibilities were optimal and then applied the lessons learned to enhance each successive, larger wave. The result was an improved attendance and payroll structure that was more timely, efficient, flexible, and proactively aligned with union regulations.
Improved Payroll Efficiency
By consolidating to a single time and attendance platform through the WorkForce Suite, Smurfit WestRock has improved their payroll efficiency. They can account for pay adjustments and backpay with greater speed and accuracy. Staff are excited by a system that’s more reliable and easier to use, whether they work remotely or in on-site manufacturing.
Enhanced Union Compliance
With over 50% of their staff under collective bargaining agreements with varying rules and regulations, Smurfit WestRock is now well on track to a system that proactively complies with union regulations better than before. Additionally, the WorkForce Suite’s agility supports timely updates after re-negotiation periods without compromising payroll efficiency.
Simplified and Uniform Process
Tailored to match Smurfit Westrock’s needs, a reliable and accurate method for tracking time and attendance streamlined the process across nearly 300 locations in the U.S. and Canada.
A Solid Blueprint for Future Enhancements
By doing the hard work upfront through their pilot approach to Time and Attendance, Smurfit WestRock is well-positioned to implement future enhancements with even greater ease. They fine-tuned their model for Hypercare, a dedicated support methodology immediately following major change, and they’ve learned how to guide their large network of locations and employees through complex transitions.
“A significant population of our work is in a manufacturing environment. When somebody from corporate shows up to offer support, they feel heard, and they feel valued.”
Jonathan Neff | Sr. Program Manager, HR, Smurfit WestRock
Smurfit WestRock’s Implementation Journey
Three years into their partnership with WorkForce Software, Smurfit WestRock has learned a thing or two about how to successfully implement new workforce management systems and software—especially across hundreds of locations and thousands of employees.
Smurfit WestRock’s Top Six Takeaways for Successful Implementation:
A Pilot Program Saves Time and Improves Efficiency
As opposed to a “big bang” go-live for all 275+ locations, Smurfit WestRock adopted a phased approach, beginning with two pilots. This allowed them to effectively socialize the upcoming change, address early challenges, find the right communication cadence, and establish an effective Hypercare approach, all while proactively collaborating with union leaders and meeting the needs of a complex population.
Wave Size Did Not Impact Delivery
Smurfit WestRock was surprised to find that implementation speed remained steady, even as the wave sizes increased with each successive go-live. Having built the system foundation, solidified project delivery processes, and tackled early problems during the pilot, Smurfit WestRock could scale with limited disruption and impact.
Pay Structure Was the Biggest Hurdle
An early assumption was that the volume of sites that needed to be brought online would be the biggest driver of complexity in the implementation. Instead, the existing complexity within each facility’s pay structure proved to be the most challenging hurdle. Learning this lesson early better prepared HR and technical support for the larger waves to come.
Hypercare Works Best with Structure and Accountability
Smurfit WestRock found that Hypercare was most beneficial through face-to-face communication and at their highest-need locations—especially during the first two weeks of implementation when questions and confusion are at their peak. Company-wide, they’ve learned that a successful Hypercare model benefits from structure and accountability to allow for questions, follow-up, and issue closure.
Aim for Continuous Improvement
Smurfit WestRock learned that even with rigorous preparation, implementation takes time, patience, and collaboration. Investing in a communication structure and feedback loop with stakeholders and partners allows for lessons learned to be documented and problems to be addressed while continuing to move the implementation forward, embracing improved delivery processes.
Communicate Clearly and Concisely
Smurfit WestRock knew they would need to stay nimble to meet union requirements as they brought employees online with new timekeeping and attendance technology. Early on, they realized that long-winded communication was a barrier. They shifted to a concise and direct strategy so that union leaders and the larger network of employees clearly understood expectations and timing.
“The WorkForce Software AMS team helped streamline Smurfit WestRock’s requirements gathering by standardizing BRDs, setting up a requirements repository tool, and reducing manual processes, leading to cost and effort savings.”
Taryn Emerson | Director IT, HR Strategy & Portfolio
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