Flowset supports a leading global professional services network

Product: Flowset

A leading global professional services network with a significant presence in Belgium and an EU hub offers a comprehensive suite of services spanning audit and assurance, consulting, tax, and legal services. The organization prides itself on a commitment to delivering quality services to clients. In Belgium, the organization works with both multinational corporations and local businesses, offering insights and expertise tailored to the unique business environment of the region.

The organization employs thousands of professionals worldwide and has a significant footprint in many countries. As any large employer knows, onboarding and offboarding employees in the right way is time-consuming but critical to get right. Becoming an employer of choice means having a slick and seamless process of onboarding new recruits while also satisfying the timeliness and standards outlined by compliance. The organization knew it could do better in this area and needed to utilize technology to help.

Challenges they faced:

1. Volume and Variation: An increase in the volume of new hires, combined with diverse needs and role-specific requirements, increased the workload and complexity.
2. Multi-Departmental Process: The process involves coordinating teams across the business, each needing to play their part at the right time to avoid delays and confusion. It’s often difficult to identify where, in the process, everyone is and who is doing what.
3. System Limitations: The current systems couldn’t provide a full end-to-end journey for employees. The HR system is a great source of knowledge for an employee’s record, but there is a gap, especially when considering the coordination for IT equipment allocation, application access, and physical facilities setup.

Requirements and gaps in existing systems

There were a few requirements essential to the solution: a need to handle large volumes of new hires and leavers without any time delays or impact on how quickly new hires could be productive; every department must be able to readily access, use, be actionable, and be accountable; and finally, must be fully compliant, ensuring no breaches occurred through missing steps or late completion of key tasks within the process.

The obvious starting place was Zendesk; this was a universal system everyone was familiar with, but it lacked certain functionalities crucial for the organization's operations. The specific gaps were:

1. Child Ticket Orchestration: Zendesk did not natively support the creation of orchestrated child tickets tailored for each business function. This meant a challenge in assigning specific tasks to departments based on unique role requirements.
2. Guidance Mechanism: There was no comprehensive guidance on the detailed processes of onboarding and offboarding, potentially leaving agents without a clear direction on how to handle intricate requirements.

Introducing Flowset as the solution

Flowset is a dedicated workflow add-on designed exclusively for Zendesk. The organization was able to run its entire on and offboarding process using Flowset, including creating complex workflows that guide agents through the whole process, sending automated emails to other parties when a new joiner arrives, making sure all stakeholders perform the tasks they need to do before closing tickets, which are created from just one main ticket. 

The gaps were filled, and what was once a complex, cumbersome process to follow is now a slick set of workflows that operate inside Zendesk, making the work of the organization's agents easier.

Benefits of implementing Flowset:

Increased Efficiency: Flowset's streamlined workflows significantly increased the efficiency of the onboarding and offboarding processes. Tasks that once took a considerable amount of time are now completed seamlessly, allowing new hires to become productive more quickly and ensuring a smooth transition for departing employees.

Reduced Workload and Complexity: The organization faced challenges with the increased volume and variation in new hires, coupled with diverse role-specific requirements. Flowset's automation and workflow management reduced the workload and complexity associated with these challenges, enabling the HR and IT teams to handle larger volumes without compromising quality.

Enhanced Collaboration and Accountability: The multi-departmental nature of the onboarding and offboarding processes often led to delays and confusion. Flowset facilitated better coordination among different teams, ensuring that each department played its part at the right time. The platform's accountability features ensured that tasks were completed on schedule, reducing bottlenecks and improving overall collaboration.

Full Compliance Assurance: Compliance is critical in onboarding and offboarding to avoid legal and regulatory issues. Flowset ensured full compliance by providing a structured and standardized process. The platform's ability to track and enforce compliance measures ensured that no steps were missed, reducing the risk of breaches and legal complications.

Improved User Experience for Agents: The guidance mechanism and user-friendly interface of Flowset improved the overall experience for agents involved in the onboarding and offboarding processes. Agents now have clear directions, reducing the likelihood of errors and enhancing their ability to navigate through intricate requirements seamlessly.

Cost Savings: By optimizing and automating the onboarding and offboarding processes, the organization experienced cost savings associated with increased efficiency, reduced manual effort, and minimized errors. Flowset's contribution to a more efficient workflow translated into tangible financial benefits for the company.

Customer Soundbite - “We use Flowset for our entire on- and offboarding process, and it has been one hell of a journey. Although it is timely getting used to how the entire flow system works, it has been absolutely worth it. After some time, I was able to create complex workflows that guide our agents in the entire process, send automated emails to other parties when a new joiner arrives, make sure all stakeholders perform the tasks they need to do before closing tickets, and all from creating just one main ticket. A special shout-out to the support. I received an answer practically immediately after sending an email. One of my questions even led to a new update being released with the exact changes I requested in record time. I would absolutely recommend this app to all Zendesk users looking to create simple or complex workflows to make the work of your agents easier.”

Key product features that made the difference:

1. Workflow Assistant: Flowset introduced a unique Workflow Assistant, which seamlessly guides agents through the entire lifecycle of a ticket. This assistant not only provides clarity but also automates the process of creating and managing child tickets for various departments, ensuring parallel execution and reducing the chance of bottlenecks.
2. Visual Workflow Designer: The tool's visual, no-code design platform empowers both business process owners and system administrators. This user-friendly interface allows for the intuitive design and maintenance of a range of onboarding and offboarding workflows.

To achieve the same results as this leading global professional services network, book a no-obligation demo today, where you can share your goal, and we can provide honest advice. Let’s explore how Flowset can support your business; get in touch today at sales@cloudset.net.