The client’s vast customer base spans the globe. New customers regularly implement its HR and payroll products, while existing customers require continuous support. And all have unique configurations to set up and service. Our client needed to increase its capacity to effectively manage these configurations, while at the same time reducing implementation time and cost.
We were brought in as a technology partner to streamline and modernize processes as part of a broader digital transformation initiative. More than a vendor, we've now become an extension of the team, expertly delivering services in a timeframe and budget that keeps the client and its customers happy, and drives growth.
The client provides two Benefits Enrolment platforms: A full HCM platform and a standalone benefits solution.
As its customer numbers grew and internal capacity tightened, the client needed a knowledgeable partner that could expertly on-board new customers through several critical development phases. To do this, we set up portals for managing benefits, integrated with established HR and payroll systems, established carrier files, minimized customer feedback cycles, and built payroll interfaces.
Working alongside the client, we quickly became a seamless extension of the team. As an onboarding partner, they trusted us to build excellent relationship with the end-customer and maximize Customer Lifetime Value (CLV). Building this positive customer experience rested on our custom automation frameworks that used test, robotic, and process segments to optimize the delivery timeline. With this, not only were we able to deliver implementations on time, but often quicker than expected. Benefits implementations were up and running sooner, and the client saw more implementations delivered in the same timeframe.
We saved time using automation. Initial configuration was streamlined with robotic pick and place automation, reducing this phase by 70-80 manual hours per implementation. Automation saved a further 90-100 manual hours per implementation during testing, both end-user functional and end-to-end testing. Manual effort throughout the phases was also reduced with process automation templatizing and classifying tasks. Time savings across the entire timeline ensured optimal efficiency.
While automation played an important part, however, it also took several new roles to deploy this ongoing task successfully. We built a specialist team to deliver every implementation seamlessly. Cross-training reduced hand-off time and established vital best practices, enabling us to often fully implement within 14-16 weeks, rather than the standard 18-22 weeks timeline.
To date, we have implemented 100 customers. All of those were delivered on time and transitioned successfully to the client’s ongoing services team. Our client’s customers have responded positively to the implementation process with good feedback surveys.
The client’s exisitng process to implement its leave administration system was overly complex and cumbersome, especially with companies mid-sized and larger. This centralized system manages and mitigates employee absences, but is subject to strict regulation compliance, making it highly intricate in some cases. It took considerable effort just to configure and validate each implementation – and the client needed a resourceful partner to streamline the process.
We began by assembling an experienced team of analysts and engineers. The aim was to make each implementation as efficient and high quality as possible, saving time for the end-customer and costs for the client.
We adopted a process that balanced automation with manual activity and tweaked it throughout. We utilized quality engineering to save eight hours per implementation, generating custom frameworks for automating system configurations. For example, cognitive automation platform (CaP) and pick and place robotic automation deliver unstructured information in efficient, structured formats. We also generated exhaustive test automation for different user roles using test automation scripts, providing full coverage for end-customer testing. This reduced manual effort per implementation by up to 32 hours.
Saving time using an automation suite allowed expensive engineers and specialists to instead spend their effort on more complex, high-value work – an important shift when many customers have unique and time-consuming configurations to implement.
Overall, this cognitive structure reduced customer implementation timeframes by a week in some cases, and the efficiencies are increasing year-on-year. Despite regulations and complexities, end-customers are up and running quicker and we deliver more leave administration system implementations with the same staffing.
The client supports an extensive portfolio of existing customers. Managing the configuration of these, some more than a decade old, required highly skilled Configuration Analysts manually troubleshooting and updating on request. With maintenance costs on the rise, the client wanted to move from the manual Java-based tool to a new configuration tool. This would simplify maintenance cycles using a semi-automated approach and reduce costs as part of a broader digital transformation initiative.
We had to expertly lift and shift customers from one live environment to another without disrupting customer experience. Each customer migration went through pre-work analysis, migration activities to check for errors, and testing phases, before being pushed live to the configuration Tool.
With a strong migration team, roles were consolidated, hand-offs were reduced, and activities were clearly segmented per phase. These changes brought the standard migration timeline down by 50%, from four weeks to just two. All pre-work activities and testing using visual basic for applications (VBA) were automated, improving the overall quality and accuracy of migrations. We also established a robust escalation path to minimize wait times.
To date, we have migrated over 380+ highly complex customers onto the configuration Tool, many of which previously required a highly skilled and costly workforce to maintain. Throughout the process, we have provided expert feedback on platform inconsistencies, enhancing and maturing the tool to better accommodate client requirements.
After so many efficient and successful implementations, our relationship with the client and its configuration tool not only continues, it expands. By the end of the 2021, we’ll have handled approximately 470+ customer migrations on the client’s behalf.
Whether it's implementing new customers onto existing products or migrating old customers onto new modern tools, the relationship between ValueLabs and the client remains strong.
Our relationship is one of trust; trust to engage directly with the end-customer, and trust to expertly deliver despite the challenges. Not only did we provide guidance and technology, but we also acted as a valuable extension to the client’s team and business structure.
Digital transformation looks different for every company, but we recognized that efficient and quality implementations with modern configuration tools were essential for our client’s ongoing growth and success. That's exactly what we provided and will continue to do for them in the future
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