The Problem
Adecco Colombia needed a way to coordinate its core service offerings to its contractors. Prior to ProcessMaker, Adecco staff supported its temporary employees through manual, ad-hoc email chains. Since the workflows were not clearly defined or systematized between staff members and customers, there was little visibility into the status of each support ticket. This created room for reporting errors or other preventable, human mistakes.
Adecco found that tickets were often left unresolved due to other work tasks taking greater priority. Often, a customer support analyst would route a ticket to a staff member through its ad-hoc email system, only to have staff forget to update users when their issues were resolved. Since all of the call notes were taken manually, the information collected from each client remained inconsistent. Furthermore, staff input this information into Microsoft Excel, meaning that data was often lost or incorrect due to accidentally deleting information or entering numbers in the wrong row. The branch also suffered from clearly defined process management, along with transparency around how much software accessibility was permissible for its temporary employees. Managers granted access to contractors on an ad-hoc basis, often taking days or weeks for new users to get access to the systems they needed. At the same time, these contractors were granted access to systems and permissions that were off-limits to employees outside of upper management. This posed a significant security risk to Adecco Colombia.
The Solution
As a deeply customized service, Adecco Colombia required a workflow solution that was more flexible than other options they had considered previously. Adecco Colombia began working with ProcessMaker in 2016 with the goal of reducing manual work to drive down costs involved with many of its core service processes. The branch started by building an automated workflow that allowed staff members to review vacation requests submitted on Adecco online. ProcessMaker would integrate seamlessly and extend the capabilities of Adecco Colombia’s ERP system (Novasoft) and Adecco Online. By incorporating business process management to the ERP’s organizational power of collecting and distributing data, Adecco Colombia’s staff could now make critical decisions quickly and with peace of mind. Confusion and time wasted is then eliminated knowing the company’s processes are centralized, easily replicable and deployable in real-time, and secure.
