Gategroup was facing persistent difficulties with their previous whistleblowing system. For reporters, the system’s log-in process was cumbersome and they often failed to check in again and follow up after submitting their initial reports. This created challenges for case managers, particularly when additional information or clarification was needed to proceed with investigations.

The phone reporting option increased this problem. As it relied on recorded messages, these were frequently inaudible, making it difficult for case managers to decipher the content.

For the case managers, the workflow was illogical and overly complicated, requiring multiple steps to resolve cases. Furthermore, the system lacked customization to meet the needs of the company’s international organizational set-up, adding to the frustration. These shortcomings highlighted the need for a more intuitive and adaptable solution.

In search of a better alternative, Gategroup conducted a thorough RFP process, evaluating multiple whistleblowing service providers.

EQS Integrity Line stood out as the optimal choice. Its user-friendly design made reporting straightforward. For case managers, the system offered customizable workflows that seamlessly integrated with Gategroup’s diverse organizational needs.

A key factor in the decision was the involvement of end users—HR and Legal colleagues—in the evaluation process. Their hands-on testing revealed EQS Integrity Line’s advantages in simplicity and flexibility, ensuring their needs were prioritized in the final selection.

Transitioning to a new system posed potential challenges, especially with an active whistleblowing process already in place. To ensure a seamless shift, Gategroup planned for a one-month overlap period where both systems operated concurrently. Although the project was initially planned to take six months, it was completed in just two, enabling an earlier-than-expected launch.

The implementation process with EQS proved remarkably smooth, a sharp contrast to previous experiences with system changes. This seamless transition allowed the team to immediately focus on maximizing the benefits of the new system.

The adoption of EQS Integrity Line has delivered clear benefits for Gategroup. Reporters now communicate more frequently, providing critical follow-up information that was previously missing. As a result, Gategroup has reported more reports being filed overall.

Simultaneously, case managers have found their workflow significantly streamlined. The system’s tailored design has reduced the time needed to follow up on cases and enabled faster resolutions. These enhancements have directly improved the effectiveness of Gategroup’s whistleblowing process.