Lorus Logistics Company (part of Sollers Group) has chosen SimpleOne ESM-platform to automate the work of the common service center (CSC). The system was implemented by Devoteam integrator. At the moment, the first stage of the project has been completed: automation of HR procedures management in the CSC.
**Client industry:** logistics, IT
**Task: to** digitalize HR back office in a short period of time
**Solution:** implementation of ESM-platform SimpleOne
**Project implementation time:** 2 months
## Reasons for implementation
"Lorus by its organizational structure is a geographically distributed company with separate enterprises in Krasnodar, Rostov, St. Petersburg, Yekaterinburg, Ulyanovsk, Zavolzhye and two warehouses in the Moscow region. Before the project, all these units were serviced by the HR directorate, which is located in the company's Moscow head office. In the same way, the accounting department, ACHO and the first line of IT were concentrated there.
In logistics companies, all processes are traditionally non-digital and require a large number of staff. So in Lorus, everything was entirely "manually managed". All the processes were conducted via 1C, but a significant part of them took place outside the system - in the mail, in Excel, on the phone.
The efficiency of such a back-office structure is low: the company incurs constant costs: the entire chain of performers has to be paid money, no matter how much work is done. At the same time, it is impossible to evaluate the efficiency and volume of work done.
By the end of 2019, Lorus realized that it had reached a scale at which the back office needed to be optimized. In 2020, Pandemic finished the job. With the majority of employees moving to remote working, launching back office digitalization needed to happen as soon as possible. The company has 400 employees, 250 of them will continue to do work remotely in the future, i.e. separate from the office, and they needed to be managed somehow. So the company started looking for a platform that would allow all HR, financial and accounting procedures to be handled in a way that would be convenient for both users and the service provider.
#### "In 2020, it turned out that a medium to large company could not compete without the separation and digitalization of back office procedures. For this reason, the task was set to carry out digitalization by the end of this year"
Rustem Iskakov
General Director of Lorus Labs LLC
## Under what tasks the platform was selected
**1\. Eliminate unclear, non-transparent processes**
When an executor has only an accounting system and mail, his work cannot be managed: work processes are unclear and suboptimal. Each department ends up doing its own thing. "Lorus set the task to take control of back-office operations so that the system, not the executor, would manage these processes.
**2\. Establish quality control over the delivery of internal services**
If the main tool of work is mail, how to measure the quality of work? It was necessary to digitize and unify business processes. Make it possible to optimize live processes on the fly, see bottlenecks, shortcomings of action algorithms, etc.
**3\. Provide each employee with the ability to generate requests in a single window**
In order not to have to search through the mail for an executor for a specific request, wasting working time, it was necessary to bring the algorithm of solving internal requests to the following:
- a user enters the company's unified digital space;
- forms a request;
- receives a deadline for solving the problem;
- monitors the fulfillment in the same system;
- if necessary, dialogs with the specialist attached to the request;
- receives a notification of problem closure.
**4\. Create a common information space**
Give each employee the opportunity to go to a single place and get the necessary information (instructions, descriptions of business processes, rules, regulations).
**5\. Prepare the ground for transition to electronic document management**
The platform should be suitable for electronic document management and signing documents directly in the system.
**6\. Keep licensing costs at the same level, regardless of the number of users**
The number of users may increase, and the cost of the platform should not be affected. That is, licensing should not limit the number of users while the user company is scalable.
**7\. Introduce Low Code development into the company's toolkit**
Since the platform will be used by Lorus to serve the entire Sollers group of companies, it is important that the specifics of each process, each legal entity does not depend on the code. The company's programmers should not be the bearers of unique knowledge, on which any changes in the IT structure of the enterprise fully depend. Before the implementation project everything in Lorus business processes was focused on 1C. If something had to be changed in the system, only a 1C programmer could do it. At the same time, the employees working in the system could not change and customize much in it. It was necessary to give them such an opportunity.
## Why SimpleOne and integrator Devoteam were chosen?
The company considered 10 different ESM systems. Some were rejected because they were too expensive. Some were rejected due to the impossibility of building an IT infrastructure for a logistics enterprise on their basis. SimpleOne outperformed all other options in terms of functionality and price.
#### "One of the key reasons why we ended up choosing SimpleOne: both the developer and the integrator Devoteam went for the most important thing - the full promotion of a real demo booth. Together, we promoted one of the very complex processes - hiring an employee - to the end. And when we "felt" it, understood how it would be organized for users, we held a demonstration for all the major IT players of the Sollers Group. After that, SimpleOne won in the ratio "price - quality - convenience""
Rustem Iskakov
General Director of Lorus Labs LLC
#### "To be honest, it was still a leap of faith in some ways. There were risks on our part, and the vendor had no example of a ready-to-use live system at a similar enterprise. But in the end, we were bought by the attitude of the integrator and the vendor, who were ready to flexibly adjust to our needs, as well as the timeframe - 2-3 months for such a large-scale implementation is really unique. Now we see that we did the right thing by believing in the guys"
Inna Yakunina
Head of Corporate Systems at Lorus Labs LLC
#### "We proposed to assign a supervisor from our side to the project team - in order to reduce project risks, control the designed architecture and correct use of the platform tools. Making the customer happy and their business successful are our key priorities"
Sergey Chukanov
CEO of SimpleOne
## Project Stages and Timeframes
1. Pre-project survey.
2. System selection. Confirmation of economic effect.
3. Modeling and development.
4. Testing on a dev stand.
5. Implementation and user testing. Formation with users of a pool of tasks and tools to be worked through.
Project progress
#### "During the project implementation we focused on the result, actively applied flexible design approaches, and were sympathetic to the requirements adjustment in the course of implementation. The customer, in its turn, met our needs in terms of closing tails on supporting documentation and identifying errors in the course of design. This is what is called partnership. Or, as it is fashionable to say nowadays, co-creation"
Vladimir Lyaleko
Director of IT Service Management Center, Media-Tel LLC
At the post-implementation stage, Devoteam Group as partners have distinguished a period of solution stabilization - when the system is already running, but they continue to actively work with the customer and identify artifacts that occur on every project (design flaws, flaws that could not be caught at the stage of user testing and testing within the team).
#### "As part of stabilization, our specialists are in direct contact with the customer, bypassing all formal warranty procedures. The main task is to minimize the negative effect of possible errors during the start of operation and to help the customer get used to working with the new platform"
Vladimir Lyaleko
Director of IT Service Management Center, Media-Tel LLC
#### "At the end of the day, the two months that the basic design took is a remarkably short time. I consider it a success."
Rustem Iskakov
General Director of Lorus Labs LLC
## Implementation peculiarities due to data sensitivity
When automating HR procedures, the main difference from ACHO or IT procedures is the need for strict compliance with federal legislation on personal data protection (Federal Law No. 152-FZ) and greater requirements for data sensitivity (not everyone should have access to information on employee illnesses, salaries, etc.). Such requirements are at the forefront of such projects, and this is often a challenge for automation systems. SimpleOne's flexible role model made it possible to cope with this.
#### "The need to control access to sensitive data is the reason for the failure of many projects to automate HR procedures. Solutions that have been successfully coping with IT tasks fail to meet the requirements of Law No. 152-FZ. People get carried away by functionality and forget about role model customization. SimpleOne's flexible role model allowed us to avoid this fate and not only solve the problem of restricting access to sensitive employee data, but also to set up access control within the HR department"
Vladimir Lyaleko
Director of IT Service Management Center, Media-Tel LLC
## Implemented system components
By spring 2021, the system consists of three major components:
**1\. Self-service portal for employees**
The key element of the system, which Devoteam Group realized together with the customer's designers. Here there is a full-fledged catalog of services, personnel procedures. The user can leave all requests for personnel administration - ordering certificates, business trips and vacations. A total of 29 personnel procedures are automated (20 are started by the initiator, 9 are started automatically according to the schedule). You can track the status of requests, search by requests.
**2\. System interface in which executors work**
This is literally a digital workplace of the executor. Here they process requests, form tasks, view plans for each task, reports, analytics, SLA, etc.
**3\. integration interface with 1C**
One of the key aspects and requirements of the project is that the customers work primarily in one system, so that they do not have to constantly switch between different entities. This was realized through full two-way integration with 1C and mutual document flow.
In addition to the main components, the project realized:
**4\. Knowledge base**
**5\. Mass mailing mechanism**
**6\. Module for notifying users and executors by request when changing status, adding a comment, etc.**
**7\. A system for evaluating the fulfillment of requests, also available to executors**
**8\. Execution plans with visualization of a large number of steps of the personnel procedure in a convenient form**
**9\. User approval module on the portal**
Each user can not only initiate a request, but also receive a task for approval, agree or refuse it.
## Implementation results
After the implementation of the CLC on the SimpleOne platform, when every process is now in the digital system, the management of Lorus notes that the work of performers has become surprisingly transparent compared to what it was before.
#### "In the past, it was a black box effect: you wrote a request, and then its fate was unclear to you. No one knew how long you would have to wait for the request to be resolved, and it was impossible to follow clear algorithms of action by mail"
Inna Yakunina
Head of Corporate Systems at Lorus Labs LLC
By early March 2021, 100% of Lorus users (400 people) and implementers (30 people) had migrated to the new system.
To process feedback from users, regular meetings between the customer and the vendor are planned to help improve the product and expand its business functionality in the customer's company.
#### "Quantitative data in this case is difficult. It is not clear how to measure "was-still" when no one ever measured "was" - there were no tools for that, which SimpleOne has now provided"
Rustem Iskakov
General Director of Lorus Labs LLC
First results after implementation:
¨NBSP;
It is now possible to optimize all processes personally.
Management
can
now see how much time is devoted to this or that request.
It has become clear how to determine the load on the staff and what norms to set.
Front-end employees now spend more time doing their main work.
The non-productive costs of employees searching for the answer "how do I get a personnel service?" have been reduced.
The executor now does not manage processes, does not memorize complex regulations. The system manages the business process scenarios and distributes tasks in a targeted manner.
Results in numbers:
- Number of users - 400 people on the portal and 30 performers
- Labor costs for mass mailings were reduced by 90%
- Productivity of service departments increased by 40%
- Communication labor costs were reduced by 75%
- Employee onboarding accelerated by 60%
- Quality of service increased by 95%
#### "I was pleased that SimpleOne and Devoteam work according to our philosophy: the most important thing is to provide the customer with a properly working product, not to sign a certificate and get money. Their intelligent approach to business was clearly illustrated by a case when there was an urgent need to roll out a large update. Without any delays they gathered the necessary developers in the Telegram channel. Everyone coordinated, quickly solved the problem, rolled the update to the test and fixed bugs on the proda. That's what flexibility is. Without any "go write us a ticket on the portal, we'll accept it, look at it during working hours, etc.". That was a telling story for me."
Rustem Iskakov
General Director of Lorus Labs LLC
## Further plans
During 2021 on the basis of the SimpleOne platform it is planned to automate ACH, accounting procedures, create a full-fledged electronic archive system with an electronic digital signature and a corporate portal.
The current project will be developed in two directions:
- More processes will be fully migrated to the platform, and ACHO, IT and accounting will be added to the HR processes.
- All legal entities of Sollers Group, primarily Sollers Transportation Solutions and PJSC Sollers, will be connected to the portal. All their operational tasks will be transferred to the CLC on the SimpleOne platform.
#### "Our platform allows us to automate the processes of different departments"
Sergey Chukanov
CEO of SimpleOne
#### "The focus on results, minimization of bureaucratic barriers, trust within the project team and a cool solution allowed to achieve impressive results in a short timeframe. In particular, to lay the foundation for future electronic records management using EDS and integration with CryptoPro"
Vladimir Lyaleko
Director of IT Service Management Center, Media-Tel LLC
## About Lorus Customer
"LORUS S.C.M." is one of the leading 4PL providers of logistics services for large industrial enterprises and retail, an expert in the field of production logistics. The company has strong competencies in supply chain management, industry expertise and its own logistics infrastructure. It is part of the Sollers Group of Companies.
Lorus Labs, established on November 11, 2020, also participated in the implementation project. The company was formed from the personnel of Lorus' IT Innovation Directorate. As of the beginning of 2021, the company consists of 37 people with more than 10 years of experience in logistics: managers, analysts, software developers.
Read more: [lorus-scm.com]()
### About SimpleOne vendor
SimpleOne is a software developer for automating business processes of all departments of companies engaged in process and project activities in the field of services.
SimpleOne platform helps to spread the best practices of service delivery and management (ITIL, VeriSM) to all service departments of the company. Cross-cutting automation allows to unify services and get a single orchestration tool. Developed and no-code tools, as well as ready-made solutions for automation of IT, IS, HR, ACHO and other departments' service delivery significantly reduce the time and cost of solution implementation.
Among the partners of SimpleOne are such IT-companies as CROC, IBS, Lanit, IT Guild, Softline, Inline Group, Complit, IT Expert, Technoserv, ICL Services, Devoteam.
Read more: [hello@simpleone.ru](
