Pluxee: Optimizing user management and helpdesk portal

We helped Pluxee adjust their Atlassian tools after their separation from Sodexo Benefits. We simplified user account management and streamlined the customer portal to efficiently serve in 31 countries. The project benefits from a proven collaboration model – our consultant is a long-term member of the Pluxee team, dedicating most of their working hours to the company while remaining a full-time employee of MoroSystems Orchestra. This allows us to combine deep knowledge of the client’s environment with our own expertise.

Challenges with identities and access

Pluxee faced two major challenges. The first was related to user identity management. During the separation from Sodexo Benefits, there were changes to email addresses and access rights that needed to be addressed. There was also a lack of information about country affiliations, leading to confusion during name changes or employee contract updates.

The second challenge was the cluttered helpdesk portal, which had to serve employees across 31 countries. The portal was confusing, contained many language variations, and was difficult for new users to navigate. As a result, requests were often directed to the wrong teams, unnecessarily burdening them and slowing down their work.

Systems integration and automation

To solve the account management issue, we integrated the Atlassian environment with a centralized identity management system, Okta. Access to regional portals on the helpdesk is now automatically assigned based on the employee’s location and contract type.

Employees no longer have to worry about losing access when changing their last name, and they can now find their requests on the helpdesk much faster. The solution also involved optimizing other Atlassian tools, including Timesheets by Tempo for time and capacity management.

The key to successful implementation was our Team Member model – our consultant dedicated 80% of her working hours directly to the Pluxee team. Important information was proactively shared with her, allowing her to better understand the specific needs of each country and team, and to propose tailor-made solutions.

More efficient processes and cost savings

The new system brought significant improvements to Pluxee in several areas. Automating the allocation of access rights significantly reduced administrative workload and shortened waiting times for employees. Clear responsibility distribution and access allocation rules accelerated the entire support process. The system now works successfully from Chile to the Philippines.

Optimizing the licensing of Atlassian tools through unified identity management led to better resource utilization and financial savings.