WEBCON Business Process Management
Getting Macro's business off the ground quickly with WEBCON BPS
Introduction
Following a management buy-out from their former parent company, Macro Group Ltd, a global leading facilities management firm, needed to quickly establish new company systems, prioritising efficiency, cost-effectiveness and reliable support.
Challenges
Macro Group required a suite of business applications to support their newly independent operations, and needed them set up quickly and to be able to adapt around their new business model.
Our team was asked to design and deliver the following key systems using WEBCON BPS:
- IT Asset Management
- HR Helpdesk
- IT Helpdesk
- JML / People Management
- Knowledge Base
To keep the long term licencing costs to a minimum, Macro asked us to build a web portal to integrate with WEBCON, for users to access their helpdesk tickets from there rather than WEBCON BPS.
Our Solution
Our expert WEBCON developers at Dolphin IT Solutions got to work immediately, and quickly delivered the first suite of business processes within weeks.
HR Helpdesk & People Management
These processes were key to the decoupling from Macro's former parent company; we were leveraging the people management process as part of the migration, integrating it with Microsoft Entra ID to automatically create the user accounts when we received the extract of user accounts from Mace Group - Macro's former parent company.
As the transition from Mace to Macro happened quickly - in record time, in fact - there was a lot of confusion amongst employees about HR related matters, therefore the HR helpdesk was the next process we built and integrated it with people management, to make case management easier for the HR teams.
IT Asset Management
We then created the asset management process, to build a dynamic asset register to store all of Macro's IT related assets - laptops, monitors, peripherals, phones, and network devices. We built additional workflows to assign assets to / return from employees. The people management process was also integrated with asset management, so that Macro could assign a laptop to new joiners, and retrieve them at the end of their employment.
IT Helpdesk
In the later stages of the IT migration project, we then built an IT Helpdesk process for our expert IT Support team to handle user requests for assistance, new hardware, or just general questions. This process was delivered with an extensive range of different steps, including steps to pass a ticket onto Macro for internal resolution, sending a ticket for approval if it involved a purchase, and feedback periods, giving the user a voice if they were not satisfied with the way a ticket was dealt with.
Knowledge Base
We also delivered a simple yet powerful knowledge base functionality using WEBCON BPS - the primary function being to create an FAQ on Macro's support portal, for users to look for how-to guides before logging an IT request. This functionality proved invaluable and has reduced the number of IT requests logged, allowing our support team to better focus on the remaining tickets that get raised.
Support Portal Integrating with WEBCON
Because the majority of the business would only benefit from the IT helpdesk aspect of WEBCON BPS, Macro Group decided it was not a cost effective business model to give everyone a licence to use the system
Therefore, we built out a support portal website using .NET & React, two leading pieces of technology in web development. React to power the interface, and .NET to handle authentication and integration with WEBCON. The result was a user-friendly, AI-powered IT helpdesk solution.
Going Further
Following a successful implementation, Dolphin IT Solutions and Macro Group have since had discussions to take the WEBCON environment further - including for supplier onboarding, using OCR for invoice scanning, and purchasing Microsoft licences from us directly through a WEBCON workflow.
Such a comprehensive platform, built in a short timeframe, has helped Macro Group lift their new business off the ground, and supported their separation from Mace Group with ease. WEBCON BPS has laid a strong foundation for efficient operations for years ahead.
