The Proxiserve group has been specializing in heating and plumbing for 30 years, and is present throughout France.
Proxiserve can service, install or replace boilers, for example.
As an expert in his field, he will be able to advise you on the choice of product that is perfectly suited to your needs, with 40,000 boilers and electric water heaters installed every year!
Proxiserve in figures :
- 120 branches in France
- 15,000 interventions every day
- 2,500 technicians
Their needs:
Managing staff turnover and a multitude of manual actions. One or two people were entirely dedicated to creating accounts and assigning logins.
One or two people were working full-time to create logins. It took several days, even weeks, to obtain logins or access to applications, so this created dissatisfaction among users. The situation couldn't have been worse.
Sylvain Bourdette, CIO at Proxiserve
What was the problem at Proxiserve?
Proxiserve has many tools that require logins, which generated a ticket for a login request.
What's more, the Group operates in a tightly-packed sector, with numerous internal transfers creating a high turnover. As a result, some 1,000 people joined and 1,000 left the Group in 2023.
Technicians are often on service provider or temporary contracts, which complicates management for IT departments, with contracts that fall outside the scope of HRIS tools.
As a result, it took several days, even weeks, for users to obtain their access, which led to discontent.
The situation was no better for departures, since this was done manually, with an extract of the HR data, and manual sorting was carried out. The drawback was that, once again, temps, contractors and trainees with less than 2 months' seniority were not included in the HR export.
How did you come to choose Youzer as your IAM solution?
Sylvain Bourdette had already researched the subject some time before, and Youzer seemed 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 earlier: Youzer. Finding that it matched his needs perfectly, he immediately asked for a demonstration, which convinced him on the spot.
In terms of flexibility, Youzer seemed to suit our structure: it wasn't a huge gas factory, and from a cost point of view it wasn't exorbitant.
Sylvain Bourdette
How did you go about setting up Youzer within Proxiserve?
Following the demo, Sylvain and his team decided to give Youzer a try straight away, and as the offer was non-binding, they were immediately reassured.
Sylvain starts with a wave of connectors that gives him an overview of his orphaned accounts, active accounts, accounts in error, duplicate accounts...
Following this, a number of anomalies came to light, and Proxiserve's IT team deleted a substantial number of active accounts of departed users.
Youzer's gain has been in terms of security. The number of accounts that were opened wrongly and that we've been able to process is a real gain.
Sylvain really appreciated the way Youzer highlighted the inconsistencies and the 1st step was to clean up the accounts in error but above all to associate accounts with users.
The positive effect of these actions has been the recovery of many active licenses and telephone lines.
We have a constraint on the volume of licenses on one of our Salesforce applications, and we know immediately when the number of licenses has been reached. Youzer enables us to identify people who haven't logged in for some time, or those who have just left, so that we can cut their licenses.
Sylvain Bourdette
Would you like to receive our white paper on identity and access management?
How was the IT team organized around Youzer?
Sylvain was in charge of deploying Youzer at Proxiserve and finds the application easy to use.
Due to the obsolescence of the HRIS, many automations are not possible (a project to change the HRIS is currently under consideration).
Proxiserve relies heavily on user add/edit forms to capture new arrivals to Youzer. As Proxiserve is decentralized by region, a gradual roll-out is required. This involves unifying forms and changing habits to systematically use Youzer for user creation.
Then, packages were created to save time on account creation, and employees really noticed the difference. [Youzer packages are a quick way of 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. This has been a real change for Proxiserve, which has been able to speed up its IT onboarding and make it more reliable.
What has Youzer brought to Proxiserve's day-to-day operations?
As far as the IT team is concerned, the change has been visible, as Youzer has enabled them to go from one and a half FTE on account creation to 1/2 day a week for the manager, 1/4 time for a systems and network administrator and 1/4 time for a part-time student.
For HR, Youzer was particularly appreciated for its ability to associate an HR personnel number with an e-mail address. This makes it easy to send mailings to a very precise selection of employees.
At application level, the change has also been visible: all applications that can be automated are no longer the responsibility of the application manager.
Applications that cannot be automated due to their age are linked to Youzer, and the creation of accounts is managed by application managers who have very specific access to Youzer.
If I hadn't deployed Youzer, I don't think my teams would have been able to keep up with the number of entries and exits we had in 2023.
Sylvain
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At present, 60% of our contracts are with temporary staff or service providers, which generates a significant need for account creation and suspension. This is also one of the reasons why Proxiserve chose Youzer as its solution for detecting orphan and error accounts (users who have left but still have active accounts).
I'm aware that an account of a departed user that's been left open has a certain value on the black market and can be resold.
S. Bourdette
What are your favourite features?
- Automatic association
- Workflows for automatic account creation
- Manual deactivation/suspension of accounts: many people leave and return to the company, making account management much easier.
Automatic association: I have a lot of universal connectors that come from files and other sources, and I'm missing a lot of automatic creation for older applications. The fact that I can associate automatically with rules gives me an overview of my licenses.
Sylvain Bourdette
Would you recommend Youzer?
Je recommande Youzer par rapport Ă ce que ça apporte, par rapport Ă la simplicitĂ© dâutilisation et lâĂ©quation Ă©conomique. Câest un outil qui fait le job, qui ne coĂ»te pas une fortune et je pense que câest une trĂšs bonne Ă©quation. Câest un Ă©lĂ©ment clĂ©, car, pour ma part, câest dur dâaller dĂ©bloquer du budget sur ce genre dâoutils auprĂšs de la direction.
Sylvain Bourdette, CIO Proxiserve
