IBS helped Pyaterochka transform HR functions

2022: Optimizing HR Processes

On September 5, 2022, the company IBS announced that it had provided trade the network with "continuity Five of personnel processes during the transformation and active growth of the company. X5 Retail Group Based on the results project , the main components of the combined services model were created: a process control system, a HR service center, a self-service service portal, a centralized storage and. contact center

Prior to the start of the project, the personnel document flow of the Pyaterochka trading network was geographically distributed, there was no single or centralized system for signing, moving and storing personnel documents, as well as HR process analytics and accounting standards. The process of coordinating HR activities was not transparent, there were not enough IT resources for timely and effective communication with employees. In addition, when scaling the business, the cost of a unit of HR function increased.

IBS specialists were faced with the task of transforming the HR function of the Pyaterochka trading network into an effective service organization that would solve the tactical and strategic tasks of the company, manage the volume and quality of services provided by the HR division, increase economic efficiency, facilitate the unification of personnel processes and scalability.

The project implementation and regular support for the HR processes of the Pyaterochka network were carried out from 2016 to 2022. At the beginning of September 2022, services are being transferred to the general service center (CSC) of the Kh5 Retail Group.

During the project, the IBS team built business processes for personnel administration of the retail network with detail according to the role model. A knowledge base was created containing typical company document templates and instructions for portal users, intuitive forms of the application system were set up, and automatic notifications began to be sent to HR process participants.

To support personnel business processes and the Pyaterochka network, a corporate fault-tolerant one has been created. reserved cloud IBS specialists adapted and implemented BPM the Neocase system, organized exchange through information four closed channels, communications created multiple integration systems between existing corporate systems. IT infrastructures Two systems have become available to network employees, business analysts each of which can receive at least 40 different reports.

IBS provided Pyaterochka with continuous timely support for personnel document management during the period of active growth of the company and the opening of new stores. The number of personnel from 125 thousand people in 2016 increased to 262 thousand people in 2021. In addition, there were about 37 personnel events per employee per year, "said Anton Suchkov, director of the IBS custom systems support department. - About 400 workplaces of IBS specialists were organized to service the processes of the trading network, as well as a call center with a 14/5 operating mode, which received up to 8500 requests from the company's employees every day. The uptime at the network level and workplaces in the SSC amounted to 99.9%. IBS also accepted the company's switching channelization and server equipment for support.

2017: Implementation of HR technologies

On August 1, 2017, IBS announced the completion of the project for the introduction of HR technologies in the Pyaterochka retail chain.

Project objectives

The intensive growth in the number of Pyaterochka chain stores led to an increase in the burden on internal personnel services in recruiting and servicing personnel processes. As a result, it has become impossible to effectively manage the HR function using traditional methods.

In search of technology for managing HR functions and data, the company's management decided to contact IBS.

Project progress

HR transaction services are outsourced to an IBS-based service center integrated with the customer's internal HR services. Within the framework of this model, a catalog of HR services has been developed with several levels of service provision: from a self-service portal, when a company employee can receive the service on his own, to complex services that require the involvement of highly qualified specialists. The services themselves are streamlined, centralized and in some cases translated into digital format.

The parameters for the provision of all HR services are enshrined in the Service Level Agreement (SLA). The catalog of services includes the ability to adjust, scale, add services.

The system allows you to control processes and control the quality of their execution at the visual level. It is integrated with client information systems, systems of external service providers.

Given the volume, speed and number of HR transactions, manual maintenance of relationships with the service center, manual tracking of applications, errors and quality level would not be possible. Therefore, one of the key factors in the choice of IBS as an HR partner was a powerful IT expertise that allows us to solve our business problems using modern technological solutions. Tatyana Knyazeva, Human Resources Director of the Pyaterochka retail chain

During the project, the main transactional functions of the Pyaterochka HR division were centralized and automated and a scalable model of HR services was created. The company's HR was transformed into a high-tech service function. The use of an external outsourcing center made it possible to move to this model within six months.

As part of the project, IBS has implemented a number of IT technologies to optimize labor costs, reduce hiring time, reduce document errors and minimize manual labor. The automation of the recruitment process is ensured by a single candidate accounting platform (ATS) developed by IBS specialists.

To optimize the labor costs of search specialists, systems for automatic recognition of resume text (Daxtra), technology for recognizing handwritten text and printed documents, are being introduced.

Project Summary

During the project, Pyaterochka centralized, automated and outsourced support for transactional HR processes, including HR workflow and management of internal HR services for network employees, and the process of mass recruitment of line personnel.

As a result, we have created a modern and technological digital foundation for HR management and development, which allows us to make decisions not on the level of intuition, but on the basis of data, and makes it possible to deal with strategic issues with a reliable support. Ilya Tovbin, Key Account Director at IBS

As a result of the implementation of the integrated HR services model, the share of resources to support transactional processes decreased to 15%.

We have built a system that accompanies the employee with professional HR services throughout the company's life cycle, allows the company's management to make decisions based on data, and shifts the focus of HR services from supporting routine operations to strategic tasks and projects. Dmitry Prokhorenko, Director of IBS HR Outsourcing