Prosegur trusts Optima Solutions

Prosegur needed to centralize more than 250 types of applications related to the areas of Selection, Personnel Administration, Payroll and Training and optimize the application processes according to the different particular requirements in Argentina, Brazil, Spain, Paraguay, Peru and Portugal.

For this reason, it has relied on Optima Solutions to implement Freshservice technology and thus improve the service experience of more than 135,000 employees spread over 6 countries through a catalog of HR services attended by a team of 300 agents.

“Optima Solutions has helped us improve performance in the management of HR services, customizing and integrating Freshservice into a strategic project for the company,” explains Jackeline Poma, coordinator of corporate human resources at Prosegur.

Prosegur and Optima Solutions

The solution had to be friendly and accessible, with a multilanguage option and the ability to parameterize SLAs (Service Level Agreements) differentiated by country and automate the attention of the query according to the applicant’s profile.

In addition, the feasibility of integrating the servicedesk solution with the platform where Prosegur records the registrations, terminations and changes of its employees was decisive, so as not to lose this sensitive information that is updated daily.

An important requirement was the integration of the technology with Microsoft Azure to ensure the Single Sign On of the employees in the access to the corporate platform and the connection of the KPI reports of the system with the Microsoft Power BI technology.

The project, within its HR strategy, also contemplated the deployment of a self-service portal with a customizable knowledge base that would speed up and improve communication with employees.

Prosegur relies on Optima Solutions to centralize the corporate services it offers its more than 135,000 employees in LATAM and EMEA

Prosegur Solution

The Solution opted for the implementation of Freshservice technology in the hands of Optima Solutions which, as Preferred Solutions Partner of Freshworks in Spain, has undertaken a personalized project to obtain the maximum performance of the employee service solution.

During the project, ad hoc parameters were created based on the creation of custom fields appropriate to each language and employee profile. On the one hand, for greater agility in their identification and on the other, to automatically redirect requests to the corresponding department.

Likewise, the workflow was configured to prioritize and scale requests among a catalog of more than 400 corporate services (contracts, overtime, settlements, advances, digital signature, among others) and the SLAs were defined in a personalized way in the 6 countries.

Additionally, the technology was configured so that the indicated managers could make service requests on behalf of other employees in order to increase the agility in the HR processes.

With the aim of providing corporate information to the employee in a simple way, the Freshservice self-service portal was configured with a powerful search engine and it was personalized with the Prosegur branding.

In addition, a knowledge base was deployed with a wide range of articles made available to employees so that they could solve their questions or consult information without having to generate a ticket.

Finally, to exploit the information derived from the HR processes managed from Freshservice, custom reports and dashboards were created and integrated with Microsoft Power BI for viewing by the managers and directors of the corporation.

Results

• Greater productivity in the HR department through automated processes
• Flexibility to self-manage the service catalog
• Agility in the daily updating of employee data
• More accessible information and services
• Improved capacity to manage corporate requests
• Customization of SLAs by country
• Greater coordination of HR teams

The adoption of servicedesk technology has been key to the digital transformation of the Human Resources area. With this project, the company has been able to increase its response capacity and improve its service levels, as well as offering personalized attention to its employees.