Labor processes of an HR provider in Jira Service Management
Challenges
HR-Rent Ltd. previously managed its internal operations using MS Outlook. However, with the increasing number of daily issues (50-100 incoming emails/day), this system became unsustainable. An increasing number of temporary workers approached the company daily with various employment-related requests, including:
- requesting employer's certificate,
- demand for salary increase, or
- notification of bank account change.
However, these issues and requests often got lost in the system or were resolved late or incompletely.
As a result of the chaotic operation, quite a few disgruntled temporary workers quit, which led to tensions within the company. As a consequence, the previously dynamic development of the company slowed down, so they urgently needed a resolution.
"The problems set back our plans, slowed our growth trajectory, and all these created serious internal conflicts. We were at the last minute when we decided we needed a new solution." - Gergely Nyaka, Foreign Business Unit Manager, HR-Rent Ltd.
Summary
Industry: Business Services
Location: Central Europe
Requirements:
- Implementation of a secure system for handling employee requests
- Having a reliable, transparent solution to support labor administration
Product(s) implemented:
- Jira Service Management
Solution
The company was looking for a secure system for handling employee requests, in which:
- Data and requests are not lost.
- The status of requests and issues can be tracked.
- All information, events, and communication related to a given issue are available on a transparent, central interface.
The company turned to its IT service provider, InfoComplex Ltd., for help, who recommended Atlassian’s Jira Service Management (JSM) solution, and META-INF Ltd. for the system implementation. META-INF demonstrated the basic capabilities of JSM in a 15-hour pilot project, which convinced HR-Rent management that this solution is truly needed to manage employee requests.
Despite a few months’ delay, the production system went live in the summer of 2023. The company's ever-expanding functional needs, minor and major customizations to fit the internal operational processes, and the time required for the development of more complex workflows all contributed to the modification of the original deadline. However, thanks to the supportive attitude of HR-Rent and META-INF managers, and the dedicated developers, the system started without any major issues and has been running smoothly ever since.
Result
After some post-implementation adjustments, HR-Rent migrated to a well-functioning labor administration system that completely replaced and streamlined the previously chaotic Outlook-based operation. Currently, 12,500 issues are tracked with a 15-agent Standard version of Jira Service Management. In addition to the reliable management of labor processes, the company also sees the JSM as a quality assurance system. Beyond original expectations, HR-Rent got much more with Jira, such as a central dashboard and many extra features.
Future plans include:
- a deeper understanding of Confluence,
- creating training materials for new colleagues,
- creating new request types,
- extending Jira-based operations to additional business units (e.g., finance) and
- integrating JSM with other business applications used within the company group.
"Jira works well, meets all our functional needs, and even provides more than we expected. No doubt that the solution can be used well outside of the IT services field." - Gergely Nyaka, Foreign Business Unit Manager, HR-Rent Ltd.
About the client
HR-Rent Ltd. has more than 15 years of experience in the field of labor leasing and recruitment. The number of employees they employ increases dynamically every year. They currently employ nearly 1,800 people, whose transportation and accommodation are also organized as needed. The company has more than 60 internal employees.
About the partner
About the product
Jira Service Management
Jira Service Management (JSM) is Atlassian’s enterprise service management tool for all business teams. Internal teams such as HR, marketing, and facilities deliver services like onboarding employees, responding to web page requests, or resolving facility issues with JSM.
Source: Egy HR szolgáltató munkaügyi folyamatai Jira Service Managementben | 25. Magyar Atlassian Meetup
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