The Challenge

Natixis had already centralised administrative HR functions, but the expected increases in employee satisfaction and HR productivity had not materialised.

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 prioritise requests. They had no KPIs nor SLAs regarding the quality of HR service delivery.

The company was at a crossroads, and needed to transition from centralisation to the full value of shared services.

The Solution

Natixis evaluated the market, and after reviewing of several leading solutions, the company selected PeopleDoc. PeopleDoc’s HR Service Delivery 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 utilising an employee portal and personalised knowledgebase. They also set up a Tier 1 for non-routine 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 realised 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.