Case Study

Intranet Portal
Progressive Financial Services
Location:
AZ, USA
Industry:
BFSI
Environment :
Office 365 - SharePoint Online
Skills:
SharePoint Designer 2013, Infopath 2013, Sandbox Solution, JsLink, SharePoint Online
Project(s):

Progressive Financial Services automates manual processes using Office 365 - SharePoint Online Intranet Portal

About the Client

Progressive Financial Services, Inc. (PFS), is a national collection agency with offices in Arizona, Pennsylvania, and South Dakota.

The Challenge

PFS wanted a central collaboration platform for its employees.

They had several departments, where the processes were manually managed which led to inefficiencies and consumed a lot of time.

A central Document Management System (DMS) was missing.

Their QA department wanted to automate the management and maintenance of Score Card Call Details and wanted overall ratings calculated easily available.

They had a manual HR onboarding process which required automation and workflows.

PFS wanted a complaint redressal portal where the employees could register their grievances which could then be forwarded to respective department directors for their action. These requests were to be archived for records purpose.

Audit & Compliance department wanted a collaboration platform for auditor, audit director, Department directors and Audit & Compliance Managers.

To conclude, all the manual processes were to be automated using SharePoint online and provide specific solutions for all their internal departments.

The Objectives

The following had to be achieved:

- Collaboration platform for its employees

- Document Management System at a central location, covering all the departments.

- Automated solution for QA scorecards and their overall ratings calculations

- Automation of Onboarding and other HR related processes

- A complaint redressal portal for its employee

- An approval process for Non-conformity report in the Audit and Compliance department.

PFS1
PFS2
PFS3

The Solution

PFS was looking for minimal investment on physical IT infrastructure and was interested in hosting its application on cloud. Considering its collaboration and DMS requirements, SharePoint Online hosted on Office 365 was chosen as a preferred platform for development of a custom solution on top of it.

Forms and workflows were developed to automate all its manual processes. These were unique solutions developed for each of its departments to accomplish their specific requirements.

A Document Management System (DMS) was implemented to help its employees manage forms, and other official documents, with the help of metadata and content types, based on departments and roles. The DMS also had an approval workflow for different templates and their approvals. upon approval/rejection by the directors of the particular department, notification emails were sent accordingly.

QA department agents had to manually create scorecards. These scorecards would help QA Agents identify quality of a particular collector, calculate their commission and the overall ratings. To automate this, a scorecard form was developed in InfoPath and based on the values fed, overall ratings were calculated using the InfoPath rules. This made it easy for the QA Agents to know the performance and other collector information on-the-go.

HR department had a manual onboarding process and it involved a lot of excel data entries. To automate this process and make it easy for the HR department, different templates, Personal Change Form (PCF), InfoPath forms and SharePoint Designer workflows were developed. This would contain different templates for the requests, like hiring new employee, managing employee details, voluntary resignation of employee, non-voluntary termination of employee, employee’s status change, pay change, department change, and position change. The employee would fill-in the information, and submit it. This would initiate a workflow and send email as per the request to the HR and the respective department directors for their required action on the request. The HR could also track the status of all requests at a central location and manage them accordingly.

For complaints redressal portal a custom solution containing an InfoPath form, document templates and a workflow was developed. The employee would fill the information in a form and upon submission, a workflow would generate complaint documents (templates) with all the information populated and send it to concerned departments. Along with this, the workflow would also send a notification mail all the concerned departments. This automates the manual process and also provides access to records for future use.

In the Audit and Compliance Department, a non-conformity report was manually processed and sent to the higher authorities. To automate this, a Non-Conformity report was developed in InfoPath. The auditor would fill-in the audit information along with the documents attached. On submission, the workflow would kick-off, sending the notification to audit director. As it moves further, on approval, this would be sent to the department directors and then to the Audit and Compliance managers. On rejection, this would be sent back to the auditor. In the end, the notification would be sent to everyone.

Thus, for each department of PFS a custom solution was developed to meet their specific business requirements.

Benefits

A Collaboration platform for all the department of PFS

Process driven automation for all its employees across departments for better efficiency

A central repository for all its content and easy access to all the information

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