Transforming retention and accelerating growth at TES

Fast growing business Total Enterprise Solutions (TES) had its sights set on global expansion but realised that this required pressure to be taken off the CEO and a strategic approach to people planning.

Rebooting for growth

TES, a 20-year-old company specialising in technological support and digital transformation for non-profit organisations, had ambitious plans to scale. Under the leadership of CEO Paul Faulkner, who joined eight years ago, TES had pivoted its strategy to focus on non-profits and experienced substantial growth. However, Paul recognised the need for a more strategic approach to human resources to maintain this growth trajectory and achieve their ambitious expansion plans, particularly into the USA.

TES’s mission to be an employer of choice was critical to sustaining their growth and delivering exceptional service to their clients. While they had worked with a capable outsourced HR company in the past to implement operational HR, the absence of a dedicated HR Director on the board left a gap in their strategic planning. TES needed a fractional People Director who could offer high-calibre strategic insights without the financial burden of a full-time role.

Debugging the issues

Paul Faulkner contacted People Puzzles as he felt that the concept aligned perfectly with TES’s needs. In 2023, he met with the Regional Director, who introduced Rachel Humphreys, an experienced People Director with a background in digital product companies, to TES.

Watch the video or read on to see how they grew and expanded.

“It was like someone had had gone away and done all the hard work to create a shortlist for us. And they are obviously already making sure they’re only working with high calibre candidates, which saved us time but still having the benefit of getting that chemistry match which I think is really important.” Paul Faulkner, CEO, TES

Rachel started with a comprehensive discovery phase, engaging with the team to understand the existing culture, strengths, and areas needing improvement. She was pleased to find an engaged team of people, who were heavily invested in the business goals, but felt that they needed help with acceleration. She developed a five-year people strategy to boost growth, enhance employee satisfaction, and prepare for the company’s expansion into the USA.

Upgrading the system

1. Strategic people plan: Rachel created a detailed people plan outlining goals and initiatives to support TES’s vision. This plan included developing a pipeline of talent, improving staff engagement, and aligning the people strategy with the overall business strategy.
2. Leadership development: Using tools like the Strategy On A Page framework (SOAP) and Lencioni’s Five Behaviours, Rachel worked closely with the leadership team to foster trust, clarity, and a shared purpose. This initiative unveiled gaps in the leadership team and created a more cohesive and effective unit.
3. Employee engagement: Rachel introduced an improved staff engagement survey platform, leading to actionable insights and a significant boost in employee morale. The feedback loop enabled employees to feel heard and valued, directly influencing their commitment and productivity.
4. Operational improvements: Key changes included redesigning the office space, enhancing the benefits program, and organising impactful company kick-offs. These improvements not only created a better work environment but also contributed to a more motivated and engaged workforce.

Optimising outcomes

“We are moving faster, we are getting more things done, but it is requiring less time from me.” Paul Faulkner, CEO, TES

• Accelerated growth: With a clear people strategy and a more engaged workforce, TES experienced faster growth. The streamlined processes and cohesive leadership team enabled quicker decision-making and execution.
• High employee engagement: The enhanced focus on employee satisfaction resulted in higher engagement scores and lower staff attrition. Employees felt valued and had a clear path for development, reducing turnover and increasing productivity.
• Successful US expansion: The strategic groundwork laid by Rachel positioned TES for a successful entry into the American market, with a robust plan to manage and support the growing team.
• Pressure off CEO: Rachel’s strategic input and operational execution took significant pressure off Paul Faulkner. With Rachel handling the HR strategy, Paul could focus on broader business goals and growth initiatives.

“It gives you the capacity to do your job better -which then means that you’re having a greater impact on the business. It becomes this really positive self-perpetuating energy that’s permeating through the whole business” Paul Faulkner, CEO, TES

Worldwide success

The partnership with People Puzzles and the strategic input from Rachel Humphreys proved invaluable for TES. By leveraging the expertise of a Fractional People Director, TES not only enhanced their employee satisfaction and engagement but also positioned themselves for accelerated growth and successfully launching their services into the US market.  This case study exemplifies the significant value and commercial acumen that experienced part-time HR leadership can bring to a growing business.

Could your business benefit from some expert guidance on structure, culture and performance? Whatever stage of the journey you’re at, if you can see the benefit of keeping people at the heart of your business and creating a future-ready strategy for growth,  we’d love to have a chat. For a free 30-minute consultation with an HR Director local to you, please contact us on 0345 646 5201, or email hello@peoplepuzzles for a call back.