Efecte's Software Enhances the Efficiency of the Helpdesk at Adecco

Increased traceability of cases, improved dialogue and faster response times create improved profitability and satisfied personnel for Adecco.

The Adecco Group is the world leader in the staffing sector. The company operates in over 70 countries and is the world's fifth largest employer. In Sweden, Adecco operates nationwide with just over 40 offices and employs around 4500 people between Malmö in the south and Luleå in the north.

A High Case Flow Means There Is a Need for an Efficient Helpdesk

Adecco’s Nordic helpdesk function is used daily by just over 1000 people. The helpdesk’s employees handle around 600 cases a week. With the high case flow, an efficient helpdesk solution is therefore very important to achieve overall control over the service activities.

Many of Adecco’s users and IT employees found that, during 2005, there were deficiencies in the previous helpdesk solution. It took a long time to handle cases and it was difficult to gain a good overview of which cases had previously been managed for various users. Against this background, Adecco purchased a new helpdesk system in autumn 2005.

In connection with the purchase, solutions from a number of leading suppliers were examined. Important criteria for the new solution were that it should be user-friendly, provide users with a good overview and traceability for cases and offer the possibility of dialogue and follow-up between users and the IT department.

A Solution That Saves Time and Is Easy to Use

After a careful assessment, Adecco chose the Efecte IT Help Desk Management solution. The solution handles cases from employees in the Nordic countries and the Baltic States.

Efecte IT Help Desk Management is a holistic solution for handling IT support which makes it possible for support personnel to organize and report IT services easily and quickly. The service is also integrated with information on IT assets.

Efecte IT Helpdesk Management makes it possible for IT employees easily to balance their workload and manage processes. All cases are placed in the management system and can then be monitored continuously. The solution is also seamlessly integrated with other Efecte products and third-party solutions can be integrated fast and easily using the Efecte Integration Suite.

“The main reason we chose the software from Efecte was that it is so easy to use, both for those who report the cases and for the helpdesk function that receives them. This saves us a lot of time on case management. We now also have much better facilities for tracing cases per user and implementing analyses based on the information,” says Kristin Brandt, Manager of the helpdesk at Adecco in the Nordic countries.

The implementation of the new helpdesk solution began in December 2005 and went totally according to plan. After just four weeks it was ready to go live.

Positive Consequences for Adecco’s Profitability and Personnel Motivation

The implementation of Efecte IT Helpdesk Management has had immediate positive effects on Adecco’s profitability.

“The shorter response time for cases handled means much lower costs for us. In addition, as the Helpdesk Manager, I have acquired overall control over the service activities with a considerably better overview of their status and how we should allocate our resources,” says Kristin Brandt.

With the Efecte solution, Adecco has also gained an efficient communication channel between users and the IT department. This benefits both Adecco's employees and, by extension, Adecco's customers.

“After having implemented the new solution from Efecte, we notice that we are achieving higher service quality, which also benefits our customers as our systems are more reliable and we have faster action times. We can therefore also supply our services in a more reliable manner,” says Kristin Brandt.

The new software is also greatly appreciated internally. “Our employees are very satisfied with the improved interactivity between users and the IT department that the system affords. They can now identify and remedy problems together, which makes things happen much faster. This also means that they enjoy their work more. I am very satisfied with how Efecte IT Helpdesk Management has enhanced the efficiency of our helpdesk,” concludes Kristin Brandt.

Adecco is the world leader in human resource solutions, with a comprehensive service offering that includes temporary & contract staffing, outsourcing, permanent recruitment, outplacement and career services, training and consulting. With 6600 offices in 70 countries and territories, the company is well positioned to service its client base, be this for large global clients or small local business partners. www.adecco.com