SAP Innovation Awards 2021 Entry Pitch Deck - Reinventing Engagement and Onboarding for a Work-from-Home Model Continuum Global Solutions LLC
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SAP Innovation Awards 2021 Entry Pitch Deck Reinventing Engagement and Onboarding for a Work-from-Home Model Continuum Global Solutions LLC PUBLIC
Company Information
Headquarters Dallas, Texas
Industry Professional services
Web site www.continuumgbl.com
Established in February 2019, business services company Continuum Global Solutions, LLC delivers
customer care services through a global network of call centers. Using advanced voice, chat, e-mail, and
social technologies, Continuum serves Fortune 500 clients around the world by delivering superior quality
service 24x7.
Its global team of more than 14,000 employees in 15 countries is recognized among the best trained and
equipped customer service agents in the world. Acknowledging its workforce as the heart of the Intelligent
Enterprise driving continued growth, Continuum is committed to investing in its people so they can deliver the
best possible service and value to clients.
Adapting its business and service models to find, attract, and support a more flexible and engaged workforce,
Continuum uses a suite of advanced HR and talent management solutions integrated with DocuSign
solutions and enhanced I-9 employment eligibility verification processes. This has allowed the company to
grow amid significant industry changes, while reducing compliance risks and maximizing productivity to
deliver results.
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2Reinventing Talent Management
Continuum Global Solutions LLC
Challenge
“We have limitless With relaxed U.S. Immigration and Customs Enforcement agency checks during the time of COVID-19, a pivot to
possibilities in recruiting, a remote hiring process allowed Continuum to meet its talent needs. To satisfy I-9 compliance requirements post-
managing, and engaging COVID, it needed a virtual document attestation and signature capture solution.
top talent, maximizing the
value of SAP SuccessFactors Solution
solutions. Our employees Having implemented a suite of SAP SuccessFactors solutions, Continuum built a remote I-9 compliance
can complete onboarding verification solution to complete new-hire paperwork congruent with the mobile-friendly onboarding processes
processes online and get already adopted.
paid accurately and on time.
And we are compliant with Outcome
relevant regulations across Identifying remote company representatives, Continuum can validate identification and work authorization
jurisdictions.” documents and complete I-9 Section 2 using DocuSign eWitness, allowing the company to source, engage, and
hire the best candidates to meet the evolving needs of business.
Lisa Kojis, Principal,
HR Operations & Executive
Talent Acquisition,
Continuum Global Solutions LLC
Potential annual Of customer care Unified HR
>$625K cost savings by
automating form
I-9 compliance
80% agents transitioned
to a work-at-home
model
One and talent-
management
platform created
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 3Business Challenges and Objectives
The U.S. Immigration and Customs Enforcement (ICE) agency temporarily extended flexibility to virtually inspect
identification and I-9 work authorization documents during the time of COVID-19. This allowed Continuum to expand
into locations where it has no brick-and-mortar operations.
Pivoting to fully remote hiring processes, Continuum uses a suite of SAP SuccessFactors solutions with mobile-
friendly onboarding processes to complete new-hire paperwork.
To satisfy I-9 requirements into the future, ICE has stipulated that all employees who were onboarded using remote
verification must undergo in-person physical verification of their identity and employment eligibility documentation.
What the business needed was a virtual document attestation and signature capture solution. Seeking to leverage
its investment in advanced HR management solutions, Continuum wanted to build a remote I-9 verification solution,
congruent with the mobile-friendly onboarding processes it had already adopted.
The solution needed to verify the identification and work authorization documents of new employees and to
complete I-9 Section 2 using DocuSign eWitness. In this way, the company could ease the costs of using Equifax
services for form I-9 compliance and the manual processes involved in onboarding its remote hires, while assuring
compliance with relevant regulations across jurisdictions.
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 4Project or Use Case Details
To improve the new-employee onboarding experience and drive recruiting-team efficiency,
Continuum established a comprehensive onboarding process. It extended the
SAP SuccessFactors Onboarding solution with DocuSign eWitness to simplify I-9 Section 2
compliance.
Defining a new process and leveraging SAP Business Technology Platform (BTP), Continuum’s
hiring managers can verify the identity and employment authorization status of people
hired for employment in the United States without viewing the physical documents in person. The
solution eases the manual processes involved in validating, verifying, and uploading documents.
It also allows new hires to onboard electronically, eliminating the need to print and notarize paper
documents.
Continuum has been able to transform its business and service model, accommodating
thousands of remote new hires and creating opportunities for growth by transitioning more than
80% of its customer care agents to a new work-at-home model.
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 5Benefits and Outcomes
Business or Social IT Human Empowerment
▪ Created one unified HR ▪ Single integrated, scalable ▪ Immersive and fluid user
and talent management solution that is equipped to experience on one platform,
technology platform to support grow with the organization and simplifying onboarding, cross-
its global workforce is accessible 24x7 boarding, and offboarding
processes
▪ Transformed its business and ▪ Simplified IT operations and
service model and transitioned expenditures ▪ Comprehensive digital
more than 80% of its customer experience for new hires,
care agents to a work-at-home reducing the need for them to
model print and notarize paper
documents as part of I-9
▪ Gained access to a larger pool compliance
of candidates without location
restrictions ▪ Support for customer care
agents to work at home,
▪ Readied the business to reducing commuting stress,
support the hiring volume and promoting work-life balance,
continued business growth and leading to higher
engagement and retention
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 6Architecture
Architecture Realization Diagram – I-9 eWitness for Continuum Global
Recruiter New hire Witness
SAPCloud
SAP SuccessFactors solutions
Platform, Area L0 SAP Extension Suite DocuSign eWitness
SAP SuccessFactors SAP BTP, Kyma runtime
Onboarding)
Serverless functions
SIMPLE
OBJECT
ACCESS
Onboarding API PROTOCOL
Create envelope REST
I-9 Webhook
Section
2
ODATA
Document center REST Upload documents REST
DocuSign e-mail
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 7Deployment
Deployment status Live
Date 1/12/2021 Number of users 2,000 monthly candidates
SAP® technologies used:
Deployment status
SAP product (live or proof of concept [POC]) Contribution to project
SAP SuccessFactors Employee Central Automates and accelerates payroll processing and
1 Payroll
Live
management, reducing compliance risk
Helps Continuum source, engage, and hire the world’s
2 SAP SuccessFactors Recruiting Live
best candidates
Simplifies onboarding, cross-boarding, and offboarding
3 SAP SuccessFactors Onboarding Live
processes
4 SAP Extension Suite Live Extends the solutions for a better candidate experience
If you have used one or more of the services or support offerings from SAP Services and Support during the implementation or
deployment phase, please indicate which one(s) below with an X
SAP MaxAttention™ SAP ActiveAttention™ SAP Advanced Deployment
SAP Value Assurance SAP Model Company X Others: Customer Success organization
SAP Innovation Services SAP Innovative Business Solutions
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 8Advanced Technologies (1 of 2)
The following advanced technologies were part of the project.
Technology or use case Product used* Contribution to project and how product used integrates with SAP products
1 Machine learning or artificial
intelligence
Robotic process automation, conversational AI,
AI-based knowledge graph
2 Intelligent data management
Multi-cloud, data virtualization and governance, smart
data tiering, persistent memory, data privacy
3 Advanced and augmented
analytics
• Real-time and streaming analytics, spatial analytics
• Natural language query and generation
• AutoML to identify trends, patterns, outliers
• Predictive analytics (time series analysis and
forecasting, regression, classification)
4 Data and analytics solutions in
the cloud
• Unified data and analytics cloud platforms by SAP
• Modern/self-service data to analytics
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC *If this is not an SAP product, explain how it integrates with SAP products. 9Advanced Technologies (2 of 2)
The following advanced technologies were part of the project.
Technology or use case Product used* Contribution to project and how product used integrates with SAP products
5 Advanced cloud integration SAP Extension Suite, Connected with SAP SuccessFactors Onboarding, the SAP Authorization and Trust
• API economy (monetization and API marketplaces) SAP BTP, Kyma runtime Management service, and DocuSign to enhance the remote candidate onboarding
• AI-based or crowdsourced integration experience and meet I-9 compliance requirements
• High throughput, low-latency digital integration hub
6 Industry cloud platform
7 Blockchain
8 Internet of Things
9 3D printing
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC *If this is not an SAP product, explain how it integrates with SAP products. 10Additional Information
With the successful implementation of SAP SuccessFactors solutions and integration of the I-9
verification solution, Continuum continues to support a comprehensive talent management
agenda, linking people strategies to business outcomes.
While the solution has helped Continuum serve client needs and support employee safety during
the time of COVID-19, it also sets the company up for the future.
As companies pivot to support a work-from-home model, this solution eases the hiring of remote
employees while meeting I-9 compliance requirements. While the pandemic initiated this
innovation, it has the potential to solve an ongoing challenge faced by many organizations that
want to expand and support a remote employee business model.
Continuum continues to optimize its operations and support its people to deliver excellent service
and value for its clients, at home and on-site.
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 11You can also read
