Our customer, an IT reseller supporting multiple clients in the US, was looking to optimise the onboarding experience for their 350 end-clients with various background check requirements. While we do not perform the background checks, it is Pontoon’s responsibility to facilitate the process of sharing the proper requirements with the supplier partners and to update hiring managers. Ultimately, our program team needed to increase transparency in the onboarding process, increase the speed in which we complete onboarding, and ensure compliance.
The existing onboarding process was 100% manual and manual trackers held the team accountable. With roughly 100 onboards a week, the team’s initial size could not keep up with the demands of daily management. Additional resources were added to the team; however, they still could not keep up with the number of onboards to meet SLAs. A time study revealed that it took the team 330.17 hours a week to onboard 100 workers and that it would require over 10 fully dedicated workers to efficiently manage the process. Additionally, surveys identified that feedback was an issue for the customer. Based on the time study and prior knowledge, adding more resources to the team was not a long-term solution. The solution needed to be reliable and automated, but also incorporate a human element.
Pontoon’s Tech Lab consulted by assessing multiple platforms and tools to see how each could help resolve a piece of the onboarding puzzle. The team selected the techs and added them to a sandbox environment, creating a basic version of the customer’s onboarding process for testing. They then brought the sandbox test platform to twelve additional program teams to complete time studies of their onboarding processes and ensure this would be a feasible and implementable solution throughout Pontoon’s entire customer-base. Once our key stakeholders saw a test-run of the Pontoon ON platform within their onboarding processes, they approved program-wide implementation.
To ensure the onboarding process started quickly, we partnered with the VMS to configure automated reports which would initiate the onboarding process within Pontoon ON for newly selected candidates every two hours. Within two minutes of receiving the VMS report, Pontoon ON sends individual emails to the candidate, supplier, and hiring manager to inform each party that the onboarding process has begun. As the candidate moves through the process of completing digital documents and other onboarding requirements, the supplier receives a request for a status update which is then immediately pushed to the hiring manager for full visibility. Each email is configured with dynamic fields ensuring consistency and personalisation. Stopping points are built into the process for the team to engage as needed, providing superior customer service and a human touch.
With Pontoon ON, the team had the opportunity to design specific candidate outreach for the first time in the program’s history. This was already of interest to the customer, but could never be accomplished due to time constraints. Now, all new offers receive a personalised congratulatory email and welcome packet. Additionally, the team can add a new security requirement raised by the customer during the build of our tool.
After implementing Pontoon ON, a new time study showed 236 hours of manual processing time saved since going live. Furthermore, since Pontoon ON enables documents to be routed directly to the candidate, the average turnaround time to receive candidate documents has gone from over 5 days to just 19.9 hours.
Prior to having Pontoon ON in place, it would take 24-48 hours to send background check details to the supplier. Then, the supplier would alert the program team regarding an initiated background check within 72 – 96 hours. Today, the supplier receives the background check details within 2 hours of the candidate accepting the offer (thanks to the scheduled report), and suppliers respond to our team confirming background check initiation within 19.9 hours.