Supernova Award Category

The Problem

Early in 2009, INTRUST recognized it needed a new HCM strategy. The company was using five separate systems and more than 25 databases. This led to increasing frustrations and inefficiencies when it came to accessing critical information, performing basic HR functions, and reporting. This also prevented INTRUST from implementing its Talent Management strategy to the level it had hoped for, and prevented both managers and employees from receiving the proper career development and support. Moreover, the complex system required a need for additional HR professionals to help keep the bank’s HR processes intact, although without solving the core problem (in 2008, there was an average of 1.4 HR professionals for each 100 employees, well above the industry average of .75 to 1 per 100 employees). INTRUST’s HR team, unfortunately, ended up spending more time dealing with the systems—burdened by manual and administrative tasks—rather than focusing on managing and developing their employees.

The Solution

INTRUST chose Ultimate Software’s UltiPro® solution because it’s the best integrated HCM solution, easy to use for all employees, and Ultimate’s people-centric values aligned with their own corporate culture. After going live with UltiPro HR and Payroll in July 2010, the company added UltiPro’s Performance Management, Compensation Management, and Recruiting as well as role-based access for all employees, operating on one, integrated platform. UltiPro’s Performance and Succession Management solutions were next to be rolled out to senior leadership with defined processes to improve overall development, and retention. INTRUST has also began to utilize and review UltiPro’s predictive analytics tools—UltiPro Retention Predictor™ and UltiPro High Performer Indicator™—to help them identify and retain high performing individuals and support the transformation of the Talent Management strategy.

The results

Since implementing UltiPro, INTRUST Bank has seen a number of positive results, including:

Removed the more than 25 different databases that fragmented automation and burdened the HR team, moving to one, unified HCM solution.Reduced IT support of the HCM to zero, aside from IT standards review and security checks, freeing up their IT team to work on other initiatives.Changed the makeup of the HR department and also integrated INTRUST’s Learning & Development team to form People Services for a new and improved delivery model.With UltiPro, INTRUST now provides a quick and easy way for managers to access their direct reports’ information.Through UltiPro’s Talent Management solutions, INTRUST has improved its performance management process and helped increase employee engagement.Partnering talent management processes with UltiPro’s predictive analytics tools, INTRUST has more resources for managers to proactively identify high performers and assess their likelihood of leaving the organization so they can intervene before it’s too late.INTRUST’s People Services team is free to focus on strategic initiatives and talent development, instead of administrative tasks.

Overall, INTRUST’s People Services team has improved its partnership with the other business areas and helped them realize the need to focus on talent management for the continued success of the company.

Metrics

INTRUST has not conducted a formal ROI analysis at this time but since implementing UltiPro the company has seen savings on the IT side, reallocation of HR resources, and many qualitative benefits from using UltiPro’s Talent Management solutions as outlined in the Results section. Overall departmental costs have been reduced due to automation, improvements in efficiency, reduction of paper, and utilization of fewer software vendors.

The Technology

Ultimate Software’s UltiPro solution for HR, Payroll, Performance Management, Compensation Management, Recruiting, Succession Planning and UltiPro’s predictive analytics tools (UltiPro Retention Predictor™ and UltiPro High Performer Indicator™).

Disruptive Factor

Because this was INTRUST’s first Software-as-a-Service (SaaS) implementation, the company had a number of IT-related questions and concerns regarding security and privacy. Ultimate helped the INTRUST team early on to address all questions and helped them feel confident about the security and SaaS model prior to implementation. In order to create buy-in and engage managers, INTRUST’s People Services facilitated several manager forums and outlined current and future HCM technology (UltiPro) as well as the manager’s role in use of and supporting the technology and processes.

The People Services team faced its own talent challenge, the need to shift more of its focus to proactive talent management, business leader engagement, and using data to make decisions. People Services implemented new processes, introduced tools for managers, provided training, and worked with key leaders to clearly define their Talent Management strategy. By involving leaders in the strategy definition, the People Services team achieved critical buy-in and ownership of the new processes within the leadership organization.

As with any transformation and technology project, INTRUST faced challenges on the best-practice adoption and system side. Strong leadership and a collaborative partnership with Ultimate helped overcome these challenges. Aligned priorities and open, direct communication with Ultimate’s team helped INTRUST successfully overcome each challenge.

Shining Moment

INTRUST was invited to participate in a panel discussion with researchers at Ultimate’s 2015 Connections Conference. The opportunity to share their story and learn from these individuals has helped drive the team to more readily integrate the predictive analytics data with its talent management processes. As People Services analyze the accuracy and impact of these analytical tools, results indicate the analytics were more accurate than managers’ assessments of retention risk.