PeopleDoc helped us transform our Shared Service Center. Not only have we seen huge cost savings, but we have seen a significant impact on employee satisfaction.
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 12000 employees, approximately 1000 employees use the tool every day.
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.
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 identifying new articles to be created for the knowledgebase, improving request forms, modifying SLA’s, and identifying problems with external tools.
BCPE, the parent company of Natxis, will next deploy PeopleDoc to their full workforce of 100,000 employees.