Productivity losses at HR Solution Provider
The Situation
An HR Solution Provider embarked on a mission to streamline its processes and enhance productivity. In pursuit of this goal, they sought the expertise of Germain. The challenge they faced was identifying the sources of inefficiency within their extensive team of HR Plan setters who interacted with brokers and carriers on a daily basis. The solution came in the form of Germain, a real-time analytics platform that delves deep into the data to identify problem areas, determine causes, and provide innovative solutions to overcome them. This HR Solution Provider, striving for continuous improvement, turned to Germain to identify productivity losses among their large workforce involved in setting up HR Plans for Brokers and Carriers. They required a real-time analytics solution capable of pinpointing inefficiencies, identifying causes, and offering potential remedies.
Technologies
http://Salesforce.com Lightning
HR Plan Administration Application (built in React JS)
Germain RUM Chrome Extension, Germain Engine
Implementation
We swiftly empowered our client to:
Monitor SFDC and the HR app in real-time, 24x7 using Germain.
Configure a comprehensive dashboard that offers insights into employee and process inefficiencies.
Implementation Time Breakdown:
Requirements gathering – 2 hours
Allocation of IT resources – 2 hours
Configuration (internal to Germain) – 1 day
Deployment of Chrome Extension
Data Privacy settings
Process Configuration
Manual Data Analysis and Recommendation (Germain) – 1 day
Results
Germain now monitors the Client's HR Plan Administration Application and SFDC instance continuously and in real-time. Through meticulous analysis, it measures the time taken by employees to administer HR plans for each carrier and broker, breaking down every step of the process. This level of granularity allows Germain to uncover the root causes of productivity losses and provide actionable insights to help the client optimize their applications and processes for maximum efficiency.
With Germain's real-time insights, available 24x7, the client can now identify when:
Multiple users are involved in a single process, resulting in unnecessary delays due to excessive round trips.
Users spend valuable time setting up fields, editing emails, or copying and pasting information that could be auto-prepopulated.
Users experience significant waiting times for the HR app's internal processing to complete.
Certain fields require multiple clicks to respond.
Users deviate from expected workflows, engaging in activities that were not intended by the business team.
By leveraging Germain's capabilities, this HR Solution Provider can proactively address inefficiencies, optimize their operations, and drive significant improvements in productivity and performance.
Examples of Insights
Lost Productivity and Time Spent (at scale, for all employees, brokers & carriers)
Time Breakdown by Process Phase / Employee:
User Behavior Insights (Confusion, inefficiencies, etc)
Too many manual user actions wasting precious time. Employees had to to copy-paste or manually complete fields and write/edit many emails
On the SFDC app
On the HR Application
Technology Insights (Poor Design, Error, Non-responsive UI, etc)
We also discovered that the internal Web App was sometimes at fault.
An unresponsive portion of the UI required employees to click several times.
Rage Click icon:
Automatic processing was found to take minutes to complete. It was never reported as being an issue as that was part of the design.
Germain found that each employee waited ~3.5 hour/day for this above processing to complete.
