Accounting firm Moore DRV helps entrepreneurs with its 800 employees to achieve their ambitions in both business and personal areas. A significant part of the workday for employees involves using software applications. The organization recognizes that employees need to have up-to-date knowledge and skills to do this effectively.
Accounting firm Moore DRV helps entrepreneurs achieve their ambitions in both business and personal spheres with its 800 employees. Core activities include compiling and auditing annual accounts, managing (payroll) administration and tax returns, and providing financial insights. For all employee disciplines within Moore DRV, a significant part of the workday involves using software applications. The organization is very aware that employees need to have up-to-date knowledge and skills to perform these tasks effectively.
For nearly all employees at Moore DRV, software applications are crucial for carrying out their work. The increasing importance of software applications, combined with the rapidly rising number of employees, has brought challenges, as explained by Roy van Keulen, ICT Service Coordinator at Moore DRV:
“During the onboarding of new employees, we noticed that it was difficult to convey all work processes and instructions for using software applications consistently. In TOPdesk, our self-service portal, we have many knowledge items, but there has long been a lack of uniform and step-by-step explanations for employees”
During the implementation or updates of software applications, both the project team and end users often have a limited amount of time to transfer knowledge. For Moore DRV, this was a reason to seek a solution to facilitate knowledge transfer regarding software applications efficiently and effectively for their employees.
In the past, instructional videos required a lot of time and expertise from employees. Software changes faster than ever, making it crucial for Moore DRV that instructions can be updated quickly and easily. Roy van Keulen explains how SelfGuide meets this need:
“With SelfGuide, we empower key users to create custom step-by-step instructions for our software applications easily. This allows us to transfer knowledge and procedures uniformly to end users”
Another significant advantage of SelfGuide for Moore DRV is its integration with TOPdesk, a software application that the organization has been using for over 10 years. For end users, TOPdesk is the first place they turn to for support. Thanks to the integration between TOPdesk and SelfGuide, a TOPdesk knowledge item is automatically created based on an instruction in SelfGuide.
During the implementation, Moore DRV was supported by SelfGuide consultants who provided advice, goal-setting, and training. The technical side of the implementation went smoothly because SelfGuide is a cloud application. Only recorders needed to be installed on the laptops of those responsible for creating and managing instructions. Roy van Keulen was very satisfied with the implementation and offers a tip to other organizations:
“The implementation of SelfGuide was very personal, straightforward, and quick. To maintain momentum, it’s advisable to start creating instructions immediately after the training, in addition to importing standard instructions.”
Upon launching SelfGuide, Moore DRV set several goals: to increase employees' knowledge of software applications, to improve their self-sufficiency when working with software applications, and to create instructions for software applications in a user-friendly format.
Instructions are now created for all software applications at Moore DRV, and all end users within the organization have access to them. Roy van Keulen further explains how end users experience SelfGuide:
“End users find the tool simple and understandable. With the many search options available, they can easily find the support they need in practice for their work. When using instructions, they can easily provide feedback to continuously improve quality.”
Moore DRV prefers that employees do not have standard access to all instructions. The content channels functionality within SelfGuide allows instructions (for example, if they are confidential) to be restricted to a specific group of users.
It is expected that many new software applications will be implemented within Moore DRV in the coming years. Based on the successful experiences with SelfGuide, Roy van Keulen anticipates that its role will become increasingly crucial:
“Naturally, many new instructions will be needed with the introduction of new software applications. Additionally, changes within existing software applications will follow one another quickly, requiring instructions to be updated. SelfGuide will play an increasingly important role in the future.”
To enhance the value of SelfGuide for employees, the number of instructions is significantly increasing. The organization is also working on utilizing the functionalities for user guides and training to structure instructions by service line and knowledge level.
