In this departmental fire department management organization, the IT department is in charge of all the digital and communication resources needed to ensure continuity of emergency services.
This public structure coordinates the manpower, equipment and communications required for emergency response on a departmental scale.
Some key figures:
- an IT department manager and 4 IT staff
- a broad scope, from workstations to radio communication systems, including messaging, radio transmissions, security and peripherals.
- several populations to manage: volunteer firefighters, professional firefighters and administrative staff.
- 1,600 accounts to supervise
Their need:
Until then, the IT department only managed the computer accounts of professional firefighters (SPP), i.e. around 250 users. When the 1,300 volunteer firefighters (SPV) had to be equipped with messaging systems, the number of accounts increased to 1,600. With almost 200 movements per year, manual management quickly became unmanageable.
"We started rolling out messaging for everyone, but soon found ourselves in trouble: new arrivals didn't always have their accounts created in time, and for departures, without automatic transmission of info by HR, management was complicated."
Arthur*, IT department manager
What problems did you encounter?
For a long time, the IT team had been using Microsoft Exchange for a restricted population, and it became necessary to provide all volunteer firefighters with an e-mail address.
The workload involved in creating, suspending or deleting accounts was exploding, especially as SPVs can suspend their commitment for several months before returning. Each movement involved managing licenses, access and data traceability - all critical IT tasks, but difficult to maintain manually.
"As soon as a volunteer was available, we had to cut off access, retrieve the license and document everything. We were wasting too much time, and above all, we had no reliability."
Arthur*, IT department manager
Youzer was taken in the first instance for this very reason.
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Why choose Youzer?
At the outset, Arthur was well aware of the need to automate entry and exit processes to cope with the increasing volume of accounts. But when he talked to his counterparts in other SDISs, he couldn't find anything convincing.
"I did a bit of sourcing, but it was mostly scripts developed in-house. That's fine for those who have the time and skills, but that's not our case."
Arthur, IT department manager
His small team couldn't afford to launch a major technical project. Neither the resources, nor the desire, nor the time were available to build an in-house solution (the obligation to provide SPVs with e-mail addresses was the deadline). He was looking for a simple, reliable, ready-made alternative.
Youzer came along at just the right time. The tool was exactly what he had imagined: a SaaS solution, easy to learn, with available support and a pragmatic approach.
"I knew right away that this was what we needed. The solution was clear, accessible and, above all, ready to use."
Arthur, IT department manager
He also points out that the business model is reasonable, especially in view of the service provided and the comfort gained by the teams.
How was Youzer set up and gradually integrated into the team?
The IT department began with a very targeted use: the automatic creation of e-mail addresses for volunteer firefighters. Then, Youzer gradually gained ground. The team went from strength to strength: deleting accounts, managing mailing lists, setting up workflows, sending SMS messages, then personalized e-mails.
"I didn't want to do a big project all at once. We take things one step at a time, testing and adjusting. That's how you stay in control."
Arthur adopts a very pragmatic approach: no "big bang", but successive increments, each designed to meet a specific need. This keeps our staff trained and involved, and ensures that they never lose touch with the tool's logic.
"We avoid the tunnel effect. We'd rather do a little all the time, than a lot all at once and then nothing for a year."
Today, Youzer is no longer limited to e-mail management: it structures communication with business departments, tracks authorizations, feeds cybersecurity awareness, and prepares for the integration of other technical bricks such as Windows accounts or SSO.
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What are the benefits?
The effects were quickly felt. As soon as a new employee enters the HR database, he or she receives an SMS with his or her login details. They can access their e-mails, sometimes even before their first day on the job.
"We've gained in efficiency, but above all in reliability. Before, we didn't always know when someone was coming. Now we know, and everything's ready."
The integration of workflows has enabled us to go even further: each time an account is created, emails are automatically sent to the relevant departments, such as clothing or equipment, to anticipate the delivery of the endowment.
"Before, we needed an HR order to notify the other departments. Now it's automated, and works better."
Although the time saved has not been precisely quantified, the organizational impact is significant. The team's mental workload has been reduced, responsiveness has increased, and errors have become rare.
"We don't fiddle around anymore. Everyone knows what needs to be done, and when."
What are the most frequently used features?
- Workflows
"What I like best about Youzer is the time it saves. Automation is what changes everything."
The team also uses :
- Google Workspace connector for automatic account creation
- Send personalized SMS messages and emails
- License tracking dashboards to adjust and optimize costs
- Traceability logs, essential in the context of the NIS2 directive
"Today, if an auditor comes by, I can show him everything. I trace everything, I have everything in order. And that's priceless."
How does the support work?
The team particularly appreciates the responsiveness of the Youzer team.
"Christophe (Youzer's support and integration manager) solved an SMS problem within a week. With other editors, we would have waited six months."
Arhtur opted for a one-day service to secure its implementations and benefit from Ă la carte support.
"We're not developers, we need a little help. And we've got it."
What's the long-term vision?
Arthur's objective is clear: to make Youzer the single starting point for all onboarding.
"When an agent is entered into the HR database, I want everything else to follow automatically."
This includes Windows accounts, hardware authorizations, cybersecurity training, and even access to internal tools such as HR modules.
"I want a real cross-departmental task list. A workflow that speaks to everyone."
Youzer already enables interconnection between the HR database and application access. The team now intends to take SSO and Active Directory integration a step further.
Would you recommend Youzer?
"These days, when people are looking for ways to save money, they sometimes ask me if I really need Youzer. My answer is simple: today, I can't do without it."
Youzer has become a pillar of the IT department's operations. It offers time savings, traceability, security, and a real ability to anticipate business needs. A tool that has become indispensable in an environment where every minute counts.
This efficiency is also due to the relationship with the Youzer teams, praised for their availability and responsiveness. Arthur appreciates the ease with which he can talk to others, and the fact that he can get quick slots or one-day support if necessary.
"With Christophe (Youzer's support and integration manager), we've already made two appointments this month. An SMS problem was solved within the week. It's rare to have this level of follow-up."
Arthur, IT department manager
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Arthur* first name changed to remain anonymous.
