Protecting the health and well-being of Brazilian workers

Grupo 3778 is one of Brazil’s most innovative healthcare technology businesses, providing services that support more than 1,700 organizations to manage the health and well-being of their workforces.

The company helps its customers meet Brazilian labor laws and regulatory standards, including the compulsory health examination system that all employers and workers must complete when leaving a job and before starting a new one.

It organizes more than 30,000 examinations each month, ensuring that more than 1.4 million employees are fit for their current jobs. The result is safer, more healthy working environments, reduced risks for employees, faster onboarding, improved productivity, reduced corporate healthcare costs, and fewer absences for health reasons.

Now Platform simplifies complexity

Organizing thousands of health examinations every working day is a huge and complex task for Grupo 3778. Its customers include some of Brazil’s largest and most prominent businesses, each with unique requirements and constantly changing workforces. There are huge variations in the health risks facing each individual employee, depending on many factors such as age, gender, and working environment, requiring different health examinations for different employees. 

Each worker’s details must be accurately recorded and securely stored before Grupo 3778 decides on the relevant examination for each and organizes appointments with 2,000 individual partner clinics, located in all 26 states in Brazil—the world’s fifth largest country.

Employers and their workforces need examinations to be completed quickly and efficiently, and to abide by all relevant laws and regulations. Delays or failure to meet laws and regulations mean that workers cannot move into new jobs and employers suffer from lost productivity.

Historically, the company relied on email communications and manual, labor-intensive, paper-based systems and processes. Despite the efforts of its dedicated teams, it was difficult to achieve the speed, efficiency, quality control, and consistent customer service standards that it was seeking.

Grupo 3778’s leadership position in the Brazilian corporate healthcare sector has been built on its innovative use of technology, data science, and artificial intelligence. So, when it reviewed the market for a digital solution for its health examination challenge, it selected ServiceNow, for the ability of its single platform, architecture, and data model to handle the scale and complexity of the project.

“We don’t just want to do the basics for our customers to meet their legal requirements,” explains Product Director, Mario Fonesca.

“We want to go much further and provide a complete, streamlined healthcare service.

“For example, we can use data and analytics to track each employee’s healthcare status and individual requirements, enabling us to deliver proactive services that really look after their needs.

“We chose ServiceNow because we were confident that it is one of the best platforms that could handle such a hugely complex process and environment, delivering one of our most important services for customers.

“ServiceNow Customer Service Management has so many features, with so many possibilities and opportunities, and it’s completely scalable. It connects all our environments and brings everything together in one place. Now, more than seven different business areas have seamless, real-time access to information, where previously they were sharing data in Excel and via email.”

HR teams save up to two hours each day

The digitalization of the workflows that come together to deliver the entire health examination process means that the operations team now has visibility and control of all the system’s data in ServiceNow, from customers, employees, and partner clinics, held securely in line with healthcare industry data security requirements.

Customers can choose to request health examinations using the ServiceNow portal or, if they prefer, they can still submit an email, with the details extracted from the email into ServiceNow Customer Service Management for processing by the team.

“According to our latest statistics, more than 72% of requests are coming via the portal, rather than via email. That demonstrates just how positive the customer experience is and how well our users have engaged with the portal,” explains Damares Alves, Product Manager for Grupo 3778.

With emails and instant messaging still used by Grupo 3778’s agents to communicate with some clinics, especially those in more remote, rural areas of Brazil, these details are also recovered and brought into ServiceNow. 

More than 50% of the previously delayed processes were due to incomplete information sent by customers, requiring time-consuming follow-up and resolution. This issue was resolved by the ServiceNow portal, which ensures customers provide all necessary information, reducing SLA breaches by 50% when requests come through the portal.

Customers can use the portal to track the progress of their requests too, to see when their employees are scheduled to be examined and likely to be available for work. They can also review any actions that they need to carry out to complete their part of the process.

More than 750 of Grupo 3778’s customers’ HR teams are enjoying the speed and efficiency of a streamlined, user-friendly system, enabling their team members to save up to two hours every day, giving them time back to achieve more in their working day. Many of these organizations are also users of ServiceNow in their operations, enabling integrations with Grupo 3778’s health examination system to securely share employees’ confidential health and employment information.

Automating the entire health examination system

Grupo 3778 has seen a 38% improvement in agent productivity.

“ServiceNow has brought a lot of improvements for us, we can see what’s going on and the status of each request, in one place. With live data in ServiceNow we can prioritize the most important tasks, predict potential problems, and solve them before they happen. We can see the productivity of each team member and reward those who perform well, which reduces churn,” explains Mario.

In the future, Grupo 3778 plans to extend the use of ServiceNow automation throughout all aspects of the health examination system, to further streamline and speed up the process, including providing customers with a full range of self-service opportunities in the portal.

Also among the priorities for further automation is the process of capturing and sharing key documentation produced at partner clinics - in particular, the form confirming the employee’s fitness for work.

“In many ways, this is the most important part of the process,” explains Product Owner, Leticia Barroso. “When the examination is complete, the doctor signs the form confirming the employee is fit for work. ServiceNow automation will enable us to share this documentation with the employer and employee even faster and to ensure that it is stored safely and securely.”

Mario concludes: “In my view, there’s no magic formula. A successful digital transformation requires three key elements: a well-defined process, engaged people ready for change, and reliable software that meets business needs comprehensively. ServiceNow played a crucial role and fulfilled its part in this trio.”