• Improves administrative efficiency by automating data collection using Forms and Sheets, saving two administrators 30 hours a month

• Enables employees to collaborate on documents simultaneously, speeding up reviews and change implementation

• Enhances feedback data collection and change implementation with Forms, leading to twice as many positive feedback responses

“Our range of services covers the health sector including transport, rehabilitation, and telephone assistance as well as providing social services such as schools, and both in-home and residential care services for the elderly,” says Alfredo Bohorquez Rodríguez, Commercial and Quality Assurance Director at EULEN. “A key differentiator is the emphasis we put on excellence and quality control: we operate according to the EFQM excellence model, which enables us to make sure we maintain the necessary standards across our services.”

In order to uphold the quality of its provision, EULEN’s communication and information sharing systems need to be able to support its ongoing quality controls and optimizations. However, with its previous provider, the process of sharing documents and information was slow and inefficient, making collaboration difficult. Implementing Google Workspace provided the solution.

“Our vision is one where technology facilitates collaboration and two-way communication, internally and externally,” says Alfredo. “We want to create a model where employees across the company are connected, and can contribute to feedback and improving standards.”

Collecting adequate feedback data, processing it, and implementing changes swiftly is key to improving standards of service, but this can be a slow process when many people are involved. “Before, implementing changes was very slow and difficult. Communication was one-directional, and there was no way for two people to work on the same document at the same time,” says Alejandro Las Heras Vazquez, Director of Technology at EULEN. “Initially, we were looking to solve our email issues, as we had a patchwork of different domains and servers across different countries, but then it became much more about transforming the corporate culture of communication as a whole.”

To do that, EULEN implemented Gmail and the Google Workspace productivity suite of tools. “Before, we estimate around 50 people could be involved in a change management process,” says Alfredo. “Now, with the ability to share Docs and Sheets, up to 230 people can be involved in launching and tracking a project if necessary. They can collaborate in real time on a single document, like an End-of-Year Report, for example. Before, an administrator had to collate information from different service coordinators across the entire company. Now, the coordinators input the information relating to their services themselves, so no information is lost and the process is much quicker.”

“The mindset has changed and become more collaborative,” says Alfredo. “Using Gmail with Drive means the system has become a repository for storing and exchanging knowledge, not just a way of sending a file.”

By switching to Google Workspace, EULEN has been able to improve administrative efficiency and achieve cost savings. “We no longer have to manually maintain servers, so we have gained in physical space. We also no longer have to pay for annual software upgrades,” says Alejandro. “Instead of maintaining servers, our IT administrators can focus on providing employee support out in the field. The two administrators responsible for quality management are gaining around 30 hours a month, thanks to increased efficiency. In general, we estimate that thanks to increased collaboration, we can implement changes five times faster than before.”

Now, EULEN wants to extend the benefits of collaborative working to its entire workforce. “At the moment, we have around 7,000 Google Workspace accounts for administrators and supervisors, but we would like each of our 88,000 employees to be connected,” says Alejandro. “We’re looking into providing them with Chromebooks as a potential way to do that. The fact that so many of our employees are already familiar with Google definitely helps.”

“Our aim is to continue achieving excellence, build partnerships, and increase the positive impact we have on society,” says Alfredo. “Choosing a modern, collaborative communication platform like Google Workspace is central to these goals.”