Google Cloud Results
30% more feedback data collected with Forms
• Improves administrative efficiency by automating data collection using Forms and Sheets, saving two administrators 30 hours a month
• Enables employees to collaborate on documents simultaneously, speeding up reviews and change implementation
• Enhances feedback data collection and change implementation with Forms, leading to twice as many positive feedback responses
According to El Pais, the problem of providing care for an aging population faced by many western countries is particularly acute in Spain, which makes quality social service provision even more important. By offering solutions to these growing needs, and focusing on high standards of excellence with a portfolio of over 60 services, including cleaning, security, and maintenance solutions, Spanish company EULEN Group has expanded internationally over the past 50 years. It is now a global enterprise operating in 14 different countries, achieving a turnover of more than €1.5 billion in 2016.
“Our vision is one where technology facilitates collaboration and two-way communication, internally and externally. We want to create a model where employees across the company are connected, and can contribute to feedback and improving standards.” - Alfredo Bohorquez Rodríguez, Commercial and Quality Assurance Director, EULEN
“Our range of services covers the health sector including transport, rehabilitation, and telephone assistance as well as providing social services such as schools, and both in-home and residential care services for the elderly,” says Alfredo Bohorquez Rodríguez, Commercial and Quality Assurance Director at EULEN. “A key differentiator is the emphasis we put on excellence and quality control: we operate according to the EFQM excellence model, which enables us to make sure we maintain the necessary standards across our services.”
In order to uphold the quality of its provision, EULEN’s communication and information sharing systems need to be able to support its ongoing quality controls and optimizations. However, with its previous provider, the process of sharing documents and information was slow and inefficient, making collaboration difficult. Implementing G Suite provided the solution.
“Our vision is one where technology facilitates collaboration and two-way communication, internally and externally,” says Alfredo. “We want to create a model where employees across the company are connected, and can contribute to feedback and improving standards.”
Encouraging employee collaboration
“The mindset has changed and become more collaborative. Using Gmail with Drive means the system has become a repository for storing and exchanging knowledge, not just a way of sending a file.” - Alfredo Bohorquez Rodríguez, Commercial and Quality Assurance Director, EULEN
Collecting adequate feedback data, processing it, and implementing changes swiftly is key to improving standards of service, but this can be a slow process when many people are involved. “Before, implementing changes was very slow and difficult. Communication was one-directional, and there was no way for two people to work on the same document at the same time,” says Alejandro Las Heras Vazquez, Director of Technology at EULEN. “Initially, we were looking to solve our email issues, as we had a patchwork of different domains and servers across different countries, but then it became much more about transforming the corporate culture of communication as a whole.”
To do that, EULEN implemented Gmail and the G Suite productivity suite of tools. “Before, we estimate around 50 people could be involved in a change management process,” says Alfredo. “Now, with the ability to share Docs and Sheets, up to 230 people can be involved in launching and tracking a project if necessary. They can collaborate in real time on a single document, like an End-of-Year Report, for example. Before, an administrator had to collate information from different service coordinators across the entire company. Now, the coordinators input the information relating to their services themselves, so no information is lost and the process is much quicker.”
“The mindset has changed and become more collaborative,” says Alfredo. “Using Gmail with Drive means the system has become a repository for storing and exchanging knowledge, not just a way of sending a file.”
Improving feedback systems
In order to maintain the quality of its services, EULEN gathers satisfaction data from its service users and their employees. By using Forms, it has been able to improve that process, making it faster and more efficient.
“With Forms, we’ve been able to increase the amount of data collected by 30 percent,” says Alejandro. “This data is automatically fed to Sheets, reducing the administrative burden. Instead, the administrators can focus on improving systems.”
“Because we’re able to collect more data points, the information is more complete,” says Alfredo. “This has led to a reduction in complaints, which have halved, and an upturn in positive feedback, which has doubled.”
Extending social impact
“Our aim is to continue achieving excellence, build partnerships, and increase the positive impact we have on society. Choosing a modern, collaborative communication platform like G Suite is central to these goals.” - Alfredo Bohorquez Rodríguez, Commercial and Quality Assurance Director, EULEN
By switching to G Suite, EULEN has been able to improve administrative efficiency and achieve cost savings. “We no longer have to manually maintain servers, so we have gained in physical space. We also no longer have to pay for annual software upgrades,” says Alejandro. “Instead of maintaining servers, our IT administrators can focus on providing employee support out in the field. The two administrators responsible for quality management are gaining around 30 hours a month, thanks to increased efficiency. In general, we estimate that thanks to increased collaboration, we can implement changes five times faster than before.”
Now, EULEN wants to extend the benefits of collaborative working to its entire workforce. “At the moment, we have around 7,000 G Suite accounts for administrators and supervisors, but we would like each of our 88,000 employees to be connected,” says Alejandro. “We’re looking into providing them with Chromebooks as a potential way to do that. The fact that so many of our employees are already familiar with Google definitely helps.”
“Our aim is to continue achieving excellence, build partnerships, and increase the positive impact we have on society,” says Alfredo. “Choosing a modern, collaborative communication platform like G Suite is central to these goals.”