Digitize processes of frontline workers

A new article published by me on the platform Industry of Things.

Connected work for employees in production and customer service is a must. Companies should therefore integrate frontline workers digitally and securely into communication, collaboration and processes. There are a number of practical solutions for digitizing the work processes of frontline workers.

Frontline Workers need to be integrated in a digital world

Home office, mobile working, collaboration: these terms have shaped the world of work over the past year. But so far, practical implementation has only really arrived among office workers. Frontline workers such as technicians on production lines, nursing staff in clinics, drivers, security and cleaning staff, cashiers or sales staff have yet to be integrated.

Worldwide, more than 80 percent of the workforce are frontline workers. This is precisely why the digitization of work processes, communication and information affects them – and presents companies with challenges.

Requirements for companies

The first hurdle is already the question of which work and communication processes should be digitized. A look at the German Social Collaboration Study by Campana & Schott and the Technical University of Darmstadt can help here. According to this study, frontline workers focus primarily on organizational, structured, recurring tasks with regard to the possibilities for digitization. Making requests is perceived to be the most significant for work. Forms for shift planning, maintenance documents in production or HR processes are therefore particularly suitable for the first step.

Nowadays, another important requirement for companies is that current news from the company is forwarded precisely to the relevant employees. In addition, communication options such as chat and collaboration tools must be available so that frontline workers can exchange information securely via them – and do not have to resort to data protection-critical third-party solutions. Privacy and security play a critical role in corporate information and communications and workflows. After all, sensitive data from patients, customers or the production floor must be reliably prevented from leaking onto the Internet. Companies must therefore create the right framework conditions in which all employees can work together digitally and securely.


Frontline workers also want to be able to use digital solutions quickly, efficiently and everywhere. A central point is therefore the integration into existing work processes. After all, what is the benefit of back-end digitization if someone has to fill out a piece of paper that is scanned afterwards? Various application examples show the possibilities for digitizing work processes:

Read more within the full article (in German): Prozesse von Frontline Workern digitalisieren