Introduction

Employbridge, a leading workforce solutions company, oversees a vast network of more than 400 offices across North America. Supporting such a large footprint presents unique challenges, particularly when it comes to centralizing support activities for the shared services group that aids each location. To improve workflow, streamline communication, and manage various operational tasks, Employbridge turned to StartingPoint to address these needs. Employbridge’s Workforce Management Department now uses StartingPoint as an essential tool to manage and track service requests, streamline team activities, and coordinate efforts across offices, creating a cohesive and productive environment.

Challenges

Employbridge’s expansive office network generated a high volume of support requests that overwhelmed its workforce management and shared services teams. These requests spanned various needs, from creating and updating job descriptions to managing job campaigns and addressing escalated issues. Key challenges included:

1. Centralization of Requests: With over 400 offices needing support, requests were often misrouted, causing delays and confusion.
2. Task and Workflow Visibility: Managing individual tasks, job campaigns, and escalations across a large team spread across North America required improved transparency and coordination.
3. Efficiency in Communication: The team needed a system that simplified communications and tracked requests through each stage to ensure no task or issue fell through the cracks.
4. Remote Collaboration: Employbridge’s distributed workforce needed a centralized, accessible platform where information could be shared and accessed by team members, regardless of location.

Without a dedicated tool, Employbridge struggled to manage these aspects effectively, often leading to delayed responses, missed requests, and inefficiencies that impacted team productivity.

Solution: StartingPoint’s Comprehensive Workflow Management Platform

Employbridge selected StartingPoint to address the challenges within its shared services group. StartingPoint’s all-in-one platform provided a centralized space for managing requests, streamlining workflows, and fostering collaboration across distributed teams. Key features that supported Employbridge’s needs included:

1. Service Desk for Request Management: StartingPoint’s service desk enabled Employbridge to manage tickets from 400+ offices efficiently. Whether a request involved creating a new job description or escalating an issue, the platform streamlined incoming requests, ensuring they reached the right team member promptly.
2. Workflow Automation and Escalation: The workflow automation feature allowed Employbridge to route requests seamlessly to the appropriate individual or team. Escalations were directed automatically, ensuring that requests requiring higher-level attention were prioritized and addressed without delay.
3. Task and Team Management: StartingPoint’s task management capabilities gave Employbridge a clear view of each team member’s activities, individual job campaigns, and progress. Team leaders could assign tasks, set deadlines, and monitor productivity within a unified platform.
4. Centralized Information Storage: Employbridge’s remote team benefited from StartingPoint’s central repository for data and documentation. Information about job campaigns, task details, and team notes was stored in a secure, accessible location, enabling real-time collaboration and ensuring the team always had access to the most up-to-date resources.

Results

StartingPoint brought significant improvements to Employbridge’s shared services and workforce management team operations. The results included:

• Enhanced Efficiency Across 400+ Offices: StartingPoint’s centralized platform drastically reduced response times by directing requests to the appropriate team member or department, eliminating misrouted requests and improving resolution speed.
• Increased Team Productivity: With a streamlined process for managing incoming requests and task assignments, Employbridge’s shared services team experienced a notable boost in productivity, with clear tracking and task completion metrics available at a glance.
• Improved Communication and Transparency: StartingPoint facilitated better communication and ensured transparency across the team. Employbridge now has full visibility into every request, task, and team member’s workload, allowing leaders to monitor progress and reallocate resources as needed.
• Centralized, Accessible Information for Distributed Teams: StartingPoint’s data storage capabilities allowed team members across North America to access essential information and collaborate in real-time, making it easier to manage campaigns and requests regardless of geographic location.

Testimonial

Chris Trujillo, Director of Workforce Development at Employbridge, praised StartingPoint’s impact, saying:

"We required a software that would help us create efficiency between our 400+ offices and a few of our core departments to simplify communication, workflow, and track all requests. StartingPoint solved these challenges and more. Our team is exponentially more productive, and we are able to see all of our team activity in an easy way.”

Conclusion

By implementing StartingPoint, Employbridge transformed its shared services group’s operations, improving productivity, visibility, and communication across a vast and distributed network. With StartingPoint’s centralized platform, Employbridge can continue to provide exceptional support to its 400+ offices, effectively managing the demands of a large, multi-faceted workforce.

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