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How an intuitive shadowing system streamlined work time tracking at an insurance company
Case Study
Client
One of Poland’s largest insurance providers, serving millions of individual and business customers. The company operates at the intersection of sales, customer service, and modern technologies.
One company, many roles - one tool to measure them all
The client planned a pilot shadowing study – measuring how employees across different departments spend their time and allocate responsibilities. The challenge? Run the study without disrupting daily operations, while tailoring it to the real tasks performed in diverse roles.
Project leads needed a simple system that could:
- Deliver daily, personalized surveys tailored to specific job functions
- Keep completion time minimal - no more than a few clicks
- Automatically send reminders and escalate missing responses to managers
The result was a flexible and scalable shadowing system built around one goal: gather accurate data without interfering with team workflows.
A solution that works from the first click
The project team built an intuitive system that even non-technical users adopted with ease. Key features included:
- Flexible organizational structure - users only saw the processes and tasks relevant to their roles
- Dynamic surveys - forms adapted to each role, with expandable sections and tailored questions
- Automated reminders and escalations - email and in-system alerts were sent to both employees and managers
- Built-in approval and correction process - managers could approve, reject, or return surveys for edits
- Time tracking standards and tolerances - ensured data consistency and quality
- Reports ready for analysis - data outputs matched the client’s analyst requirements out of the box
Results
Fast adoption
Employees started using the system right away, no extra training required
Order instead of chaos
Structured assignments boosted the accuracy of collected data
More oversight, less effort
Managers had real-time visibility into completion status, no manual follow-ups needed
Minimal disruption
Few steps and a clean interface ensured the tool didn’t interfere with daily tasks
Data-driven decisions
Reports enabled quick insights and informed managerial action
Agile and adaptable
Evolving needs? No problem—the system supported on-the-fly edits to forms and structure
Summary
The shadowing time-tracking system proved that even a complex process can be simplified when you deeply understand the organization’s needs and end users. The implementation delivered better data and greater operational efficiency – without placing unnecessary burden on employees.
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