The Mid-Office Platform as the heart of service delivery
BackOfficer offers 100% transparent all-in back office services for staffing agencies and secondment companies looking to grow. That you need good staffing software to do this, is indisputable. But finding the ideal IT landscape was an important mission for BackOfficer. “As a back office service provider, everything revolves around the software we use. We have to get that right”. They have now been using the Mid-office platform for a few years. “With it, we save thousands of manual operations, saving about 6 to 7 FTEs,” says Jeroen van Helden, managing partner at BackOfficer.
Large volume onboarding
The urgency to automate onboarding had been there for some time, but accelerated when they landed a number of large customers for which they had to onboard many people in a short period of time. Jeroen: “We didn’t have a continuous process back then, so there were still a lot of manual actions in between. We were also working in different programs, such as sign.nl for signing contracts.” BackOfficer therefore went looking for a platform in which they could do the entire onboarding process.
Everything in one portal
As a back office service provider, BackOfficer is in a quadrangle, which makes the quest to find a good application challenging. “It is important to us that our customers – staffing agencies and posting agencies – have their own environment. With the Mid-Office Platform, our customers have their own environment in which they can do everything and in which the data is well secured and protected. What also makes it unique is that all stakeholders (employees, temps, hirers) can log into that environment. This allows us to make all the information available in one portal.”
A midoffice platform cannot exist without a good connection to front and back office systems. Besides the Mid-Office Platform, BackOfficer uses Carerix for recruiting and Nocore for payroll and invoicing. “We like to have best of breed solutions, which are the best in the market. We link those applications together.”
As a back office service provider, everything revolves around the software we use. We have to get that right. With the Mid-Office platform, we save thousands of manual operations, saving about 6 to 7 FTEs.
Jeroen van HeldenManaging Partner
Putting the customer first with customization
At BackOfficer, there is only one question at the center: how can we make it even better or more attractive for our customers? What do they see in the market and what do their customers need and how can they shape that using the platform? Jeroen: “We very often have ideas on how to use it even better. The flexibility of the platform makes it possible to set it up exactly the way the customer wants it. That way, we can put our customers at the center.”
This is also how they came up with the link with Caoloon.com. Jeroen: “We came up with that link. We wanted to see what someone should earn as a minimum, including all other terms and conditions of employment and also confirm that data immediately so that we never have a discussion about it again.”
An in-house CRM in the platform
BackOfficer also makes good use of the workflow automation, a module that allows you to set up processes independently. For example, they use the process architect for credit checks, among other things. “Our customers use it to do a credit check of the hirer, so they know the amount we need to insure them for.” They also use the process architect to show management information in the dashboard. “For example, we show a margin summary for each week, open items for accounts receivable, but we also have a tile for requesting a pro forma.”
But BackOfficer goes a step further: with the help of our consultant, they are creating their own CRM. “This is purely for our internal organization, so that we can also keep track, for example, of all communications with our customers.”
It is important to us that our customers have their own environment. With the Mid-Office Platform, they have their own environment where they can do everything and where the data is well secured and protected. What also makes it unique is that all stakeholders (employees, temps, hirers) can log into that environment. So we can make all the information available in one portal.
Jeroen van HeldenManaging Partner
Next step: integration with health insurer
The next step is to link with health insurer Zorg en Zekerheid. “International temps need a digital health care pass. Now passes are often left lying around or they have to look up the policy number. We want this information to also be available in the portal and in the app, so that the temp can also show this directly at the hirer. We do have that link with Nocore now, but our customers cannot log into Nocore, everyone uses the portal. That’s where we want to have all the information and nowhere else,” Jeroen explains.
BackOfficer customers positive about usability
BackOfficer customers are also positive about the platform. “They find it clear and user-friendly. We have created a customized dashboard that includes action tiles and overview tiles. For example, we also have a tile with news where we link to our site and to Carerix, the front office package we use. We also developed our own calculation tool, in which our clients can directly calculate their cost price/margin. We also created a tile for that.
Onboarding is key for BackOfficer
Since they got the Mid-Office Platform, they don’t want anything else: “We will never go back to the old situation. A seamless customer journey has great value for us. The portal is actually the beating heart of our service. We consider the onboarding of users of great importance; the platform is the key to everything that precedes and follows it,” said Jeroen.
