Proxiserve automates its 1000 arrivals and departures of temporary workers and service providers

The Proxiserve group, a heating and plumbing specialist for 30 years, is located throughout France.

Proxiserve intervenes for the maintenance, installation or replacement of boilers, for example.

An expert in their field, they will be able to advise you in choosing the product that is perfectly suited to your needs with 40,000 boilers and electric water heaters installed each year!

Proxiserve in figures:

• 120 agencies in France
• 15,000 interventions each day
• 2500 technicians

Their need:

Manage turnover and a multitude of manual actions. One to two people were entirely dedicated to creating accounts and assigning logins.

There were one to two people full-time creating logins. It took several days, even weeks, to obtain logins or access to applications, which created user dissatisfaction. There was no worse situation.

Sylvain Bourdette, CIO at Proxiserve

What was the problem within Proxiserve?

Proxiserve has numerous tools that require logins, which generated a ticket for a login request.

In addition, the group is in a tense sector with many internal movements creating significant turnover. Thus, approximately 1000 entries and 1000 exits were made in the year 2023.

Technicians are often on contracts of the contractor or temporary type, which complicates management for IT departments with contracts that fall outside the spectrum of HRIS tools.

It therefore took several days, or even a few weeks, for users to obtain their access, which created dissatisfaction.

For departures, the situation was no better, as it was done manually with an extract of human resources data, and manual sorting was performed. The disadvantage is that, once again, temporary workers, contractors, and interns with less than 2 months of seniority were not included in the HR export.

How was the choice of the IAM solution, Youzer, made?

Sylvain Bourdette had already done some research on the subject some time ago and Youzer seemed to him to be a good solution.

When Sylvain felt the need to automate the management of arrivals and departures, he thought back to a solution he had discovered a little earlier: Youzer. Finding that it perfectly matched his needs, he immediately requested a demonstration, which convinced him on the spot.

Youzer seemed well-suited to our structure in terms of flexibility; it wasn't a huge, complex system, and from a cost perspective, it wasn't exorbitant.

Sylvain Bourdette

How was Youzer implemented within Proxiserve?

Following the demo, Sylvain and his team decided to try Youzer immediately, as the offer was non-binding, they were immediately reassured.

Sylvain starts with a wave of connectors which allows him to have an overview of his orphaned, active, erroneous, duplicate accounts...

Following this, numerous anomalies are brought to light, and the Proxiserve IT team deletes a significant number of active accounts of departed users.

Youzer's gain was in the level of security. The number of accounts that were wrongly opened and that we were able to deal with is a real gain.

Sylvain greatly appreciated how Youzer highlighted inconsistencies; the first step was to clean up erroneous accounts and, more importantly, associate accounts with users.

The positive effect of these actions was the recovery of numerous active licenses and telephone lines.

We have a constraint regarding the volume of licenses on one of our Salesforce applications, and we are immediately aware when the number of licenses is reached. Youzer allows us to identify people who have not logged in for quite some time or those who have just left so that we can terminate the licenses.

Sylvain Bourdette

How was the IT team organized around Youzer?

Sylvain handled the deployment of Youzer within Proxiserve and finds the application easy to use.

Due to the age of the HRIS, many automations are not possible (a project to change the HRIS is under consideration).

Proxiserve makes extensive use of user addition or modification forms to record arrivals within Youzer. As Proxiserve is decentralized by region, a phased deployment is necessary. This notably involves unifying the forms and changing habits for systematic use of Youzer in user creation.

Next, packages were created to save time on account creations, and that's when employees really saw the difference. [Packages in Youzer are a quick solution for creating accounts by defining a group of pre-configured applications].

Despite the fact that the HRIS is old, Proxiserve automates its account creations with workflows attached to forms and packages, which has been a real change for Proxiserve, enabling them to accelerate and improve the reliability of their IT onboarding.

What has Youzer brought to Proxiserve's daily operations?

The IT team has seen a visible change; Youzer has enabled them to move from 1.5 FTEs on account creation to 1/2 day per week for the manager, 1/4 time for a systems and network administrator, and 1/4 time for an apprentice.

For HR, Youzer was particularly appreciated for linking an HR identification number to an email address, which facilitates sending mailings to a very precise selection of collaborators.

At the application level, the change was also visible: all applications that can be automated are no longer the responsibility of the application manager.

For applications that cannot be automated due to their age, they are connected to Youzer, and account creation is managed by application managers who have very specific access within Youzer.

If I hadn't deployed Youzer, I think my teams wouldn't have been able to keep up with the pace, given the number of entries and exits we had in 2023.

Sylvain

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Currently, 60% of contracts are temporary or contractor-based, which creates a significant need for account creation or suspension. This is also one of the reasons why Proxiserve chose Youzer as a solution to detect orphaned accounts and erroneous accounts (users who have left but still have active accounts).

I am aware that an account of a former user that has remained open has a certain value on the black market and is resold.

S. Bourdette

What are your preferred functionalities?

• Automatic association
• Workflows for automatic account creation
• Manual deactivation/suspension of accounts: there are many people who leave and return to the company, which greatly facilitates account management.

Automatic association: I have many universal connectors that come from files and other sources, but I lack many automatic creations on older applications. Being able to automatically associate based on rules allows me to have an overview of my license inventory.

Sylvain Bourdette

Would you recommend Youzer?

I recommend Youzer because of what it brings, its ease of use and the economic equation. It's a tool that does the job, that doesn't cost a fortune and I think that's a very good equation. That's a key factor, because for my part, it's hard to get management to release the budget for this kind of tool.

Sylvain Bourdette, CIO Proxiserve