Case Study: Wellcombe Group Reduced Onboarding Time With Netcall

Wellcombe Group is home to two award-winning brands: William Alexander, an established technology & change recruitment company, and Stellarmann Professional Services, launched in 2020 in response to growing demand for solution-based approaches to change programmes. Previously one company, now three, the group has evolved significantly over the last few years.

Challenges

Many rapidly growing companies find themselves facing a predicament when preparing for their ISO 9001 audit.

At Wellcombe Group, they completed the task, but had an array of process documents, scattered across different formats, created by various people, with some even hand-drawn and photographed for inclusion.

Having been created to satisfy audit requirements, they didn’t serve as practical tools for daily operations and were stressful to bring together by the ISO 9001 deadlines.

More than improving documentation format, Wellcombe Group wanted to create a living, breathing process-management system to support their growing business.

Wellcombe Group discovered Liberty Spark, our process mapping solution, and immediately saw how their process diagrams could be so much more.

Solution

The initial focus was documenting processes into interactive, linked maps, but this quickly evolved into a wider improvement initiative.

Liberty Spark helped teams distinguish between mapping what they do versus what they aspire to do, a shift that created realistic improvements and early adoption by back-office staff, who valued the embedded guidance and resources.

Process maps boosted confidence, accountability, and continuous improvement, turning errors into learning opportunities.

They also revealed inefficiencies, such as multiple teams duplicating work, leading to streamlined responsibilities and fewer delays.

The Head of Innovation used the maps to spot automation opportunities, transforming workflows like recruitment with automated communications and reminders. Far from impersonal, this freed staff to focus on quality interactions.

Breaking down silos was another benefit, as visual maps highlighted interdependencies and encouraged collaboration across departments.

Audit preparation also became seamless, with processes kept up to date in real time, supporting ISO 9001 certification and laying the groundwork for ISO 14001.

New employees now learn faster with embedded guides and a glossary feature, while maps support evidence-based business cases for new systems and process changes.

Compliance and efficiency are built into daily operations, making Wellcombe Group’s processes smarter, simpler, and more sustainable.

The Result

• Centralized process management: Interactive, consistent format enabling real-time process updates and a single source of truth, accessible to all
• Reduced process update time: From days (download, edit, approve, redistribute) to minutes
• Operational efficiency: Identified and eliminated duplicate work
• Enabled streamlined recruitment workflow: CRM automation including candidate communications, interview reminders and redeployment processes
• Improved candidate experience: Via automated touchpoints, freeing staff for quality interactions
• Increased confidence: Junior staff can tackle complex tasks and managers are confident to delegate due to the comprehensive guidance available in process maps
• Reduced onboarding time: Improved self-service access to processes
• Achieved ISO 9001 certification: Streamlined audit preparation, eliminated pre-audit stress and last-minute documentation scrambles – currently pursuing ISO 14001 certification with confidence
• Support for business cases: With visual process evidence to better align technology investments with operational needs.

“Liberty Spark is so easy to use – team members get excited when I show them how simple it is to build processes.

The real breakthrough is the confidence boost across our organization: New staff and junior employees can now handle tasks independently because they have clear roadmaps, and managers delegate without hesitation, knowing that detailed guidance is built into every process,” said Elle Cummings, Operations Administrator, Wellcombe Group.

Reviewed by: Rachael Trickey