SweetProcess > Case Studies > Streamlining Business Processes: A Case Study on IMS ExpertServices and SweetProcess

Streamlining Business Processes: A Case Study on IMS ExpertServices and SweetProcess

Technology Category

Cybersecurity & Privacy - Identity & Authentication Management

Applicable Industries

Education
Equipment & Machinery

Applicable Functions

Product Research & Development

Use Cases

Personnel Tracking & Monitoring
Time Sensitive Networking

Services

System Integration
Training

About The Customer

IMS ExpertServices is a consultative expert services firm that supports the world's most influential law firms through rigorous research, strategic alignment, and management services. The organization works mainly with the top 100 firms across the United States and offers consulting services. It provides expert witnesses and manages the engagement between clients and witnesses from start to finish, acting as a mediator to resolve any disputes. With offices in various states, including the San Francisco Bay Area, New York, Dallas, and Pensacola, IMS ExpertServices has built a strong reputation over its three decades in business.

The Challenge

IMS ExpertServices, a consultative firm catering to influential law firms, was grappling with a significant knowledge gap among its staff. The company was using manual documentation methods, which made it difficult for employees to stay on top of their game. The organization was also juggling multiple systems to execute even the simplest tasks, making navigation more challenging than the tasks themselves. A tribal knowledge problem existed, where only a select few had access to vital information, causing operations to suffer in their absence. This situation negatively impacted the organization's outcomes, and it was clear that a more efficient system was needed.

The Solution

Mary Pittman, the Process Improvement Leader at IMS ExpertServices, sought a solution to these challenges. She discovered SweetProcess, a workflow management system that stood out for its security and commitment to continuous improvement. SweetProcess offered a 14-day trial, which impressed Mary. The system allowed the team to document their processes in a checklist format, eliminating redundant information. It also provided tools for seamless employee onboarding and training, ensuring both new and experienced employees were up-to-date with the latest skills in their field. SweetProcess also facilitated knowledge distribution and accountability, enabling employees to access the information they needed independently. Mary and her team also implemented practical tips to streamline their business processes, including auditing current processes, meeting with managers and top employees, identifying key points, listing daily tasks, mapping out processes, and regularly reviewing processes.

Operational Impact

The implementation of SweetProcess has had a significant impact on IMS ExpertServices' operations. The organization has been able to increase client satisfaction by leveraging the system to streamline its processes. The system has also helped to resolve the knowledge gap among employees, making them more efficient and accountable. The organization no longer relies on a select few for vital information, as employees can now access the information they need independently. This has saved time and resources, as Mary no longer has to spend most of her time digging up information for the staff. The organization is also enjoying the benefits of a streamlined business process, with regular reviews to ensure all information is valid.

Quantitative Benefit

Streamlined documentation process, eliminating redundant information
Improved employee onboarding and training, ensuring employees are up-to-date with the latest skills
Enhanced knowledge distribution and accountability, enabling employees to access information independently