ProHance improves workforce visibility in outsourced services organizations

Organizations in claims processing, back-office outsourcing, and knowledge process services rely on attendance tools that confirm whether employees are present but cannot capture how their time is spent during the workday. ProHance addresses this with application-level Work Time tracking and Workflow Management analytics that give operations leaders visibility into how associates allocate time across tasks, which applications they use, and how long individual cases take to process. Nucleus found that organizations deploying ProHance increase the time employees spend on core business applications by an average of 20 percent and report cost reductions of six to 12 percent, which customers attributed to greater visibility into activity patterns that supported more informed staffing and capacity planning decisions. Nucleus expects these outcomes to reflect a combination of factors enabled by activity-level data, including the ability to identify top performers and use their work patterns as benchmarks, recognize where associates spend time on repetitive or low-value tasks, and target coaching and development toward employees who need support rather than applying broad corrective measures across the workforce.