Paychex Background Industry: payroll, human resource, and benefits outsourcing Employees: 13,000 Headquarters: Rochester, NY Revenue: $2.3 billion HR Systems: PeopleDoc for HR Document Management, Oracle for HRIS, MyStaffingPro for ATS
The Challenge In recent years, the rapid growth of the Paychex workforce has outpaced the growth of internal systems, and leadership realized it was time to automate time consuming processes. In particular, the company needed to focus on its HR Document Management processes. “As the volume of new hires has increased, the HR department has spent more and more time updating and sorting employee files,” said Rick Amering, Sr. Manager of HR, Paychex. “We wanted to reduce the time spent managing documents, and enable HR to focus on more strategic activities.” In addition to increasing HR efficiency, Paychex wanted to free up storage space, find an easy way to retain documents for the correct amount of time, and purge outdated documents.
The Solution Paychex needed an HR Document Management solution that was easy to use, due to the large volume of documents it needed to upload and manage in the system. Given the compliance requirements and sensitive nature of HR information, it was also critical to find a solution that was built with security in mind. Paychex ultimately chose the PeopleDoc HR Document Management solution because it struck the right balance of flexibility and control. “The PeopleDoc HR Document Management solution appealed to the decision-making team because it was a turnkey solution for HR, and could easily be configured to meet our needs,” said Amering. “We also felt confident that PeopleDoc could ensure the integrity of our documents.” Additionally, Paychex liked that PeopleDoc provided a SaaS solution, which could be up and running very quickly. PeopleDoc’s implementation team worked with Paychex to have the HR team using the system in less than 10 weeks.
Results Paperless Operations Paychex can now scan documents, upload documents, or email documents into the PeopleDoc HR Document Management solution. The company is also able to automate document imports from other systems. “We used to have an entire room filled with filing cabinets,” said Amering. “Going paperless has not only allowed us to free up valuable storage space, but has also helped us save costs on copying and mailing documents.”
Increased HR Productivity Since implementing the PeopleDoc HR Document Management solution, the Paychex HR team no longer needs to spend hours filing and finding paper documents. Digital versions of documents are stored in a central location, and users can perform advanced searches using multiple criteria, such as document type, employee ID, dates, etc. Documents can also be shared in secure online sharing spaces with just a few clicks. “It is now much faster and easier for HR to access and share critical documents,” said Amering. “By saving time on document management tasks, the HR team can focus on more strategic activities, such as managing talent and developing leadership.” Minimized Compliance Risk The PeopleDoc HR Document Management solution enables HR to control access to employee documents, and maintain an audit trail on all actions performed. Furthermore, HR can easily determine if an employee document is missing, and retention policies can be set to make sure that each document type is retained for the proper amount of time. “Implementing the PeopleDoc HR Document Management solution has made our HR team breathe a lot easier,” said Amering. “We know that we have the right documents, we know where they are, and we know what’s happening with them. We also know that we have greatly reduced our exposure to compliance fines.” Next Steps Paychex plans on granting access to employee files to users outside of HRincluding managers, employees, and even the legal team. By enabling non-HR users to quickly and securely access the information they need, Paychex can further increase HR productivity and also boost employee satisfaction.
Case Study: Natixis Background Industry: Financial Services Number of Employees: 12k Locations: US and Europe HR Systems: PeopleDoc for HR Shared Services, Peoplesoft for HRIS and employee self-service portal, ADP for payroll
The Challenge Natixis had already centralized administrative HR functions, but the expected increases in employee satisfaction and HR productivity had not materialized. Employees had no way to find answers to their own HR related questions. Their only options were to make phone calls, where they were repeatedly handed off from one service agent to another, or to wait days for a response to an email request. Consequently, they were dissatisfied with the quality of service delivery. HR service agents were also overwhelmed by calls and emails without any possible way to prioritize requests. They had no KPIs nor SLAs in place to ensure high quality HR service delivery. The company was at a crossroads, and needed to move beyond centralization in order to achieve the full value of shared services.
The Solution Natixis evaluated the market, and after reviewing several leading solutions, the company selected PeopleDoc. PeopleDoc’s HR Shared Services solution appealed to Natixis because of its ease of use, and also its ability to integrate with pre-existing solutions. PeopleDoc’s implementation team helped to quickly and easily integrate the solution with a Peoplesoft HRIS and employee self-service portal, as well as ADP. Natixis leveraged the multi-tier platform to set up a tier 0 for employees to find their own answers to HR-related questions, by utilizing an employee portal and personalized knowledgebase. They also set up a Tier 1 for nonroutine requests, and created assignation rules and automated workflows to ensure these requests went to the correct HR professional and were answered in a timely manner. Natixis realized that the PeopleDoc implementation was not just a technology project, but also a change management process. They marketed the project internally in order to build support and increase adoption. The company also made the choice to start by piloting the system to a small and controlled group, and initial feedback was extremely positive.
Results Delighted Employees
Natixis surveyed the 1000 employees who participated in the pilot, and 93% reported that they were very satisfied by the services they had received. In addition, 93% reported that PeopleDoc was extremely easy to use. Out of Natixis’s 12,000 employees, approximately 1000 employees use the tool every day.
Productivity Gains
The knowledgebase has greatly reduced the number of requests to HR. Natixis’s employees view 14,000 knowledgebase articles a month. They generate only 4000 requests to HR. Thus, the ratio of knowledgebase article views : requests to HR is 7:2. Natixis was able to completely eliminate email requests. The ratio of HR: employees served went from 1:250 to 1:300
Real-Time Reporting
Natixis can now monitor the number of requests outside of SLAs, as well as additional KPIs such as time to first respond, time to close, and the percent of requests that remain closed. The company can also identify ways to continue to optimize service delivery, such as determining new articles to be created for the knowledgebase, improving request forms, modifying SLAs, and recognizing problems with external tools.
Next Steps BCPE, the parent company of Natxis, will next deploy PeopleDoc to their full workforce of 100,000 employees.
Case Study: Fast Retailing Background Industry: Retail Number of Employees: 34,503 FTE Number of Brands: 8- Uniqlo, Theory, Comptoirs des Cotonniers, Helmut Lang, J Brand, G.U., PLST, Princesse Tam Tam Number of Countries: 14
Number of Stores: 2700 +
HR Systems: PeopleDoc for Employee Onboarding, Oracle for HRIS, SuccessFactors for ATS
The Challenge Fast Retailing has experienced extremely fast growth. Recently, it opened many new stores and hired a vast number of employees. It is very challenging to compliantly collect employee documents for such a large volume of new hires. Additionally, the company’s HR organizational model does not include local HR managers. As a result, store managers were handling documents for new employees. Fast Retailing’s goal was to completely eliminate HR administrative tasks for store managers, so that they could instead focus on selling merchandise. The company was also decentralized, as a result of operating many brands in many locations. It was necessary to centralize and unify processes for all brands in all locations, in both the US and in Europe.
The Solution Fast Retailing chose PeopleDoc for Employee Onboarding for the exceptional user experience that it provided to new hires. The user-friendly employee portal was branded to reflect Fast Retailing’s corporate identity, and made accessible via mobile devices. It enabled new hires to easily fill out forms, read and acknowledge polices, and even sign W-4s. When implementing PeopleDoc, Fast Retailing chose to use a progressive strategy. They piloted the solution with just 3 stores, and were able to identify and quickly address any potential problems or gaps. In addition, Fast Retailing designed a business process to align with the way the company opens stores, so that they could easily scale. They created a store opening kit for each store manager, which outlined the onboarding process for new hires.
Results Increased Store Manager Productivity Fast Retailing completely automated the onboarding process. With PeopleDoc, the company was able to provide each new hire with a personalized to do list, and all of the necessary tools to complete each task. The process requires no action from store managers, so they can remain on the sales floor selling clothing.
Improved New Hire Satisfaction PeopleDoc enables Fast Retailing to set up an employee’s payroll and have an ID and keycards ready on the first day of work. Additionally, the solution provides new hires with an easy and fast way to complete all onboarding documents. By simplifying the onboarding process, Fast Retailing has increased new hire satisfaction, and enabled new hires to hit the ground running. Minimized Compliance Issues With PeopleDoc, Fast Retailing can now securely collect personal data, as well as compliantly collect all regulatory documents such as W’4s and I’9s. Furthermore, it is now easy to determine if an employee document is missing, and retention policies can be set to make sure that each document type is retained for the proper amount of time. As a result, Fast Retailing has greatly reduced exposure to compliance fines.
Next Steps Fast Retailing is currently using PeopleDoc in the US and Europe. The next step is to implement an automated onboarding process worldwide.