business HR active directory customer service

Enhancing Customer Services

The ability to automatically update AD from its HR systems proved vital for this mining company in terms of improving its customer services


Whenever staff transferred roles, or went onto different support shifts, reflecting this change into the company’s messaging, email and ‘phone systems was dependent on manual updates, which unsurprisingly, lagged behind.

According to Andrew Dugdell, Business Systems Manager at Kumtor Gold Company (KGC):

We had issues with finding people across our directories, primarily due to our staff frequently transferring roles between our multiple operating locations. Combine this movement with a complex cross shift roster, and this quickly resulted in stale data across our multiple Business Systems, Mail directories and, of course, our PABX.

UnitySync was used to immediately publish any updates made into the company’s HR system into all key directory systems, including Active Directory.

Continued, Dugdell added:

We now have both accurate staff information and staff roster information across all our directories. When a staff member changes role or location it is reflected the same day, and when someone goes off shift, their cross shift is automatically added to their alternate contact details.

Giving an example, Dugdell said:

Brett Carson is off shift until the end of month; please contact Ben Green.

Dugdell finalised by saying:

There is now a greater confidence across the business that the information people now see in their iPhones and Email is accurate, and manual data entry has all but been eliminated.

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