THE CUSTOMER

Elm is a pioneering company in big data and integrated digital solutions, uniquely in e-government transformation. In 1986, Elm was established as a Saudi research company investing in localizing technology, setting the scene for its introduction to the e-security sector in 2002. Elm transformed into a joint-stock company owned by the Public Investment Fund in 2007, preparing the ground for its strategy to expand outside technology in 2009, and finally expand globally in 2016. The company grew to provide skilled human resources for enterprises in the public and private sectors, committed to the best international standards. Elm's employees exceed 2,000, who are an indispensable asset to their success and global reach. Their business model is based upon fixed values of success: trust, customer satisfaction, creativity, flexibility, and reliability.

ELM was facing major issues in managing internal employees’ coordination, which increased employee communication on calls. This, in turn, caused pressure on the customer support centre and raised users’ dependency on the call centre. They needed a system to automate their daily approval processes and requests in the form of tickets that could easily be submitted with a single tap and managed from a centralized platform. Internal employees were manually managing all submissions and approval requests, creating a hassle as the influx of requests grew.

KalSoft proposed the implementation of Nintex to automate and address this problem. Successful implementation of Nintex technology significantly improved the overall workflow of high priority approvals, simplified workflows, reduced downtime, automated processes, and decreased errors. The following results were achieved:

• Process flows were made smoother with data logging capabilities, enabling IT personnel to store and analyze data.
• IT personnel were able to assess process points affecting data flows and take appropriate measures.
• Lazy approvals allowed employees to approve or reject requests via email with a single click.
• Drag and drop functionality prevented developers from rewriting the process each time, increasing efficiency.
• Automatic system-generated emails were sent once vendor requests were approved.
• System-generated workflow reports and log history enabled constant monitoring and improvements.
• A state machine was used to approach different workflow stages based on approval and criteria.
• Nintex Live was enabled for generating documents using custom templates.
• Documents were sent as attachments with digital signatures.
• The assessment was filed by saving forms as PDFs for HR records.
• A flexi-task option provided additional choices (e.g., request more information) rather than just accept/reject, reducing errors.
• Real-time data allowed quick identification of errors and improved debugging.