Kelly Services optimizes its processes with Wrike
Wrike helped the Kelly Services team get a clear, real-time picture of the status of every project, which enabled them to adopt more agile and efficient processes
Kelly Services is considered a pioneer in the human resources sector. It provides professional services to clients nationally and internationally. The company relies on efficient collaboration between its various departments to provide the high-quality services customers expect. This means that visibility and clear multidisciplinary interdepartmental processes are vital, from the recruitment and selection division to the customer registration department, and the operations and billing teams.
But the sheer size of these multi-team operations comes with challenges. "As we grew, our status report meetings became marathon sessions where tracking the progress of projects for each of our clients was almost impossible,” says Verónica Sánchez, Implementations Success Partner at Kelly Services. “The information was collected in an Excel document with extensive cells trying to capture the history of each process, which ended up being outdated as new versions were created or became was too complicated to interpret," she adds.
It had also became increasingly difficult to make sure project statuses were visible at every stage, to optimize workflows, and to enhance collaboration between teams and branches. "Before working in Wrike, it took days to do a contract review and it was very difficult to determine the status of each process," Sánchez says. It became clear that Kelly Services teams needed an easy-to-use tool that came with online support, tutorials, and implementation services. One with which they could work with clients and structure tasks by projects, folders, and subfolders—and one that would allow them to visually keep track of statuses. "Wrike fulfilled all the requirements that we specified: It allowed us to work on different projects, customize them and adapt them to our implementation process and visualize progress in real time,” Sánchez adds, “Additionally, it was incredibly easy to use for our team!”
Thanks to Wrike’s deployment team we were able to accelerate the tool adoption process and optimize our workflow in Wrike.
Kelly Services successfully led the adoption process and streamlined processes with Wrike's deployment team
With Wrike, Kelly Services teams were able to simplify processes and provide global visibility into their projects at every stage. “Meetings where we used to spend two or three hours trying to clarify where each task was, turned into 10-minute sessions, as the information is available to everyone in Wrike," Sánchez explains. "Tracking new customer implementations has become more dynamic, easier to manage. It allows us to achieve real cross-functional collaboration, where each employees role is clearly defined, as well as the extent of their responsibilities," she adds. "The process we have now configured in Wrike has allowed us to improve day by day, adapting to our needs and those of our clients.”
Sánchez and others were conscious that rapid changes can sometimes destabilize teams, so they designed an effective communication plan to announce the implementation of Wrike within the organization. "For two weeks, we were sending out communications every three days, explaining what Wrike is, why we needed a tool like Wrike, and what benefits they would experience if they worked at Wrike," she explains. The Wrike deployment service also played an important role in combating resistance to change. "Thanks to the deployment service we were able to facilitate the adoption of the tool and also helped us create strategies to design our workflow in Wrike and improve as we got to know its features," Sánchez says.
Wrike enables Kelly Services to store a history of each project’s development, centralizing the information in a single place: task status, dates, comments, and all associated documentation is available for whole teams to see. "Wrike also helps us to quickly detect bottlenecks and maintain detailed control to achieve successful implementation, saving us a lot of time and effort," Sánchez says. "When a client needs to know the status of a project, it is as easy as showing them a Gantt Chart where they can visualize what is currently happening and what will happen perfectly," she adds. In addition, Kelly’s use of request forms has seen processes become more agile, and this has lead to the expansion of Wrike to other departments in the company.
Wrike's template function allows users to create automatic projects from a request, setting up predefined frameworks and avoiding having to start tasks from scratch. "We have request forms that specify all the information we need and automatically create tasks for. We no longer have to go back, duplicate the project and duplicate tasks: everything is done automatically," Sánchez says.
The task tagging feature provides greater visibility and ease of updating the status of each stage. At Kelly Services, organizing each task into one or more folders was vitally important. Labeling allows them to do this easily and organize their tasks as needed.
Customized workflows help Kelly Services define the steps of each project and ensures the next steps, clear, fast, and visible to the whole team. "Knowing the current status of each project has allowed us to save time in monitoring the implementations," Sánchez explains.