System Access Management

80%

HR requests automated

40%

Faster processing

90%

SLA compliancy

Background

A major UK operator delivered IT services and communications to one of Europe’s largest call centres.

The contact centres it was managing employed approximately 22,000 people globally. The contact centres service the general public .

The Customer Contact centre had a very high employee churn which caused significant challenges for the SLAM process.

The operator, whilst adept at delivering technology services was beginning to fail the SLAs agreed with the client. KPIs indicated failure throughout the mobilisation window of the contract, which if continued would result in contract termination. The upfront investment of mobilisation for an outsourcer is traditionally offset throughout the contract term, so early termination was a material risk.

Objectives

CORTEX would be deployed to achieve the following objectives.

To automate Starter, Leaver and Mover processes, such that the access and tools required would no longer require a human operator.
Exceptions which were occasionally required, to be collected and evaluated by HR teams, and if appropriate, to action requests.
Reduce the time taken to process a request.

Solution

The We Are CORTEX team created an automation solution which integrated with the HR, Identity Access Management System, Identify Governance and Administration system, and the IT systems.

The automation would execute the SLAM process at machine speed, making sure all necessary access requirements were observed. It would also grant or revoke access where appropriate , which was triggered by HR process compliance. Where human intervention is required, the automation would create easy to access portals and inform an approver who could either reject or action the process. The operator and the client agreed the standard procedures, access rights and the necessary permissions. The Operator then configured CORTEX to automate the various stages and steps for Starters, Movers and Leavers.

As the solution evolved, it became clear and evidenced to the client that their requirement on the operator was far more complex than specified at contract agreement. The volume of under-specification was such that SLA compliance was not possible and this mitigated penalties for the operator for a further period whilst the parties re-convened on the requirements.

Outcomes

The solution successfully completed all the agreed objectives and exceeded expectations.

After 1 year, more than 80% HR requests for SLAMs were fully automated by CORTEX.
CORTEX processed more than 500 change requests per day, a volume HR and IT teams had been unable to accommodate previously. By removing a bulk of re-requests and business level queries, new requests were processed 40% faster from the business to HR and IT,
Bar exceptions which needed manual intervention, processing time reduced from 5 days to less than 2 minutes.
After 18 months, both the operator and the client continued to find new requirements, but SLAM accuracy was reported at more than 90% adhering SLA compliance.

Why choose CORTEX

Our software alone is not the reason why people buy CORTEX, we know what really matters to CSPs. Discover the difference with We Are CORTEX

Time to Value

Deliver business value quickly

I have a long term technology strategy but I need my automation to start delivering quickly and cannot wait for all of the legacy systems.

Scalability

Hyper scalability for Communication Service Provider operations

We work in a high volume business and our automation tools need to execute at speed and scale out to handle huge volumes of transactions.

Enterprise Governance

Enterprise-grade automation platform

We want to automate business critical operations and we need central controls and governance around our automation estate to avoid citizen-developers running unnecessary risks.

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