OVERVIEW

The onboarding process is a critical phase for new employees, influencing both their early productivity and their overall experience with the company. Delays in accessing necessary IT systems can create frustrations and limit the ability of new hires to quickly contribute to their teams. This case study highlights how Xperience Led Solutions improved the onboarding process by identifying key actions that drove efficiency and satisfaction

Customer Satisfaction surveys consistently rated the IT department poorly for system access requests.  Feedback indicated many new employees highlighting delays in gaining access to the systems they needed. This resulted in lost productivity during their crucial early days, causing frustration and a negative onboarding experience. Despite the IT department meeting its Service Level Agreement (SLA) targets, there were still significant bottlenecks that needed to be addressed.

Xperience Led Solutions evaluated this using their ‘Brilliant If Method’ programme to investigate the root causes of the delays in system access. The approach focused on a comprehensive review of the entire onboarding process, from manager requests to system automation and employee orientation. By targeting the processes that underpinned system access issues, Xperience Led Solutions sought to uncover the real source of inefficiencies and recommend targeted solutions.

Xperience Led Solutions recommended several key actions to improve the onboarding experience:

1. Manager Awareness Training:  Additional awareness and training was introduced to enhance manager understanding of the system access process, with regular follow-up lunch & Learn sessions to keep up momentum. These sessions became a permanent feature, held monthly to provide continuous support.

2. Review and Update of Access Automation: A full review of the access automation process was conducted to ensure Role Profiles were up to date. This step was crucial in ensuring that new employees were assigned the correct access from the beginning, minimising the need for manual adjustments.

3. Streamlining the Onboarding Process: For systems that still required manual intervention, the steps were simplified to ensure quicker processing and resolution.

OUTCOME

By focusing on the real underlying issues, Xperience Led Solutions significantly improved the onboarding process, resulting in better productivity and a smoother experience for new employees. The clearer and more efficient onboarding process contributed to higher satisfaction levels among new hires.

This case study illustrates the importance of diagnosing the true root cause of productivity issues. By targeting the specific areas that needed improvement—rather than merely focusing on response times—Xperience Led Solutions helped the company work smarter, improving both employee satisfaction and operational efficiency.