As a provider of managed IT and cybersecurity services to the financial services sector and regulated businesses for over 17 years, Resolution IT knows better than most about what it takes to be customer-focused, and it chooses its own suppliers by that same measure.
The company needed a HR information system to manage its hybrid team of close to 80 people dispersed between three offices in Guernsey, Jersey and Dubai, together with others working in various locations around the world. It had an existing software package but that was "nowhere near the standard" required, says the people and culture manager of Resolution IT.
They were very clear on what they needed from a vendor: "Responsiveness is really important, as well as clarity of scope and transparency of the product they're selling. It's also about accessibility in terms of how we can reach them, not being stuck in an endless ticketing system."
Resolution IT was won over by Grouper's combination of an intuitive HR system that would be easy to use, allied to top-class support with a dedicated account manager. Another factor in its favour was that, as a cloud-based system, it was best suited to serving Resolution's dispersed hybrid workforce.
"It's user friendly: you can pick up and play with it very easily whether you're a user, super user or manager undertaking admin," the manager explains. Now all of Resolution's HR processes are fully digitalised with higher levels of automation, which makes everyone's lives easier.
"Generally, it's made a positive impact on the employee experience. Some processes can be laborious or complicated or can involve trying to use two or three different systems, so the fact we have everything generally consolidated into one package makes a big difference," he adds.
Resolution IT's people and culture function estimates the system has reduced the time needed to find information that would previously have been in emails, or in generating reports. "I'd feel confident saying we've saved weeks across our year. And it's not just my time. Line managers and directors across the business have also gained efficiencies, allowing them to focus on adding value to our clients rather than administrative tasks."
Grouper supported Resolution IT during the project to implement the new system and migrate data from the legacy platform. "They were very supportive and responsive to any questions but because the system is very intuitive, it didn't need much handholding. Where the support was useful was in mapping our HR to processes in the product," the manager recalls.
As an IT services provider operating in cybersecurity, Resolution IT is certified to various industry standards. As part of this, it needs to verify that its supply chain is also secure, and Grouper was able to meet Resolution's rigorous due diligence process.
Grouper was able to demonstrate how the system worked in terms of granting access to different levels of users within an organisation, and guard against the risk of information accidentally being shared with the wrong person or group.
"As a managed service provider selling IT and cybersecurity services, because of the level of data we hold, if there's a breach, it doesn't just pose us a risk; our clients can also be impacted. We wouldn't be using the product if Grouper weren't able to give us assurances," the people and culture manager confirms.
"Because of the industry we're in, we probably pay more attention to the customer service aspects and that responsiveness is hugely important to us. Our account manager is always good at getting back and I've enjoyed how it's a personal touch: having that single point of reference is really helpful," he concludes.
