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Johan le Bail

“Without Time Doctor we would not have survived the Covid-19 pandemic.”

Johan le Bail

Eufonie

Eufonie is a leading business process outsourcing company (BPO) that is headquartered in Madagascar. Founder and CEO, Johan Le Bail, started Eufonie in 2012 with an aim to provide high quality, flexible, and competitive outsourcing services that are available 24/7 and can operate in 5 different languages.

Eufonie offers outsourcing services in customer relationship management, content moderation, data processing, and call center services.

Challenges

Remote Team Accountability and Flexibility

The quick shift to a remote workforce brought many questions from Eufonie clients regarding security and the work output that they would be providing. This challenged Johan to find a solution that would go beyond just time tracking and monitoring. They needed a tool that would help them maintain visibility and find new ways to ensure their clients that work was being completed on time.

Maintain Quality To Prevent Client Churn

Operating in Madagascar presented unique challenges for Eufonie to transition to a remote workforce. The majority of the team did not have access to a personal computer or reliable internet connection. Johan understood that employees would be excited by these new resources and wanted to make sure that leaders could monitor productivity, while still empowering agents to demonstrate their accountability in a simple and flexible way.

The Solution

Time Doctor brought us more than just monitoring. Now we can give our clients more control and visibility than when we were previously able to in-office.

After researching other tools, Johan decided to implement Time Doctor because of the multiple features and Workday Insights that would help Eufonie bring new and innovative solutions to their clients and help them create a more productive and efficient remote team. Time Doctor is able to provide the data and accountability necessary for leaders to allow the flexible and remote work that employees want.

Time Doctor’s screencasts were also a huge win for Johan because he can now provide accurate proof of work to his clients in real-time, as well as understand where employees need training.

Time Doctor is a great tool to help train and verify what can be improved in our day to day processes. We can understand what is easier and harder for employees to do, which you can’t get in-office.
Johan le Bail

Johan le Bail

Eufonie

The Results

After implementing Time Doctor, Eufonie saw employee productivity reach new heights. Management was able to use this available-time data to help balance workloads and identify areas where training was needed, making the team more efficient. Eufonie leaders can now feel confident that work is being completed, which allows them to provide more freedom and flexibility to team members.

Client satisfaction was also significantly increased through Time Doctor’s features, including the Client Login Access Feature. This feature gives Eufonie’s clients the ability to see what agent’s are working on each day and view real-time metrics on their performance, giving them the peace of mind and proof that Eufonie agent’s are staying productive.

Along with increased productivity and client retention, Johan shared that Time Doctor has allowed Eufonie to create a successful remote work environment, which has allowed the company to stay in operation. In a recent internal survey, 95% of Eufonie employees shared that they are happy to continue working remotely, while using Time Doctor.

Time Doctor's Workday Insights and real-time monitoring allowed us to identify the available time of employees, which led to a 30% increase in overall productivity.

Key Takeaways

  • Monitoring - By accurately tracking how much time is spent on client tasks, Eufonie can quickly make data-driven decisions to help stay on budget and on scope.
  • Training - Time Doctor’s Workday Insights helps Eufonie identify the needs and effectiveness of training. They were able to implement a new process in which management reviews screencasts to make sure employees are truly understanding newly launched processes.
  • Profitability - Eufonie was able to use Time Doctor data to both increase client retention and re-negotiate rates based on how much time client tasks take, making them more profitable.
  • Productivity - Time Doctor helps the entire Eufonie team understand where time is being spent and helps identify opportunities for improvement in their day to day processes, helping to maximize productivity.