How Fundación Juan XXIII redefined the employee experience

Together with redk, Fundación Juan XXIII evolved its internal request management into a more structured, traceable model focused on improving the employee experience.

Objectives

Fundación Juan XXIII sought to evolve its internal request management model to support a complex and growing organisation, improving operational efficiency while enhancing the employee experience.

Modernise ticket management

Replace a limited in-house tool with a standard solution capable of scaling with the organisation’s needs.

Centralise and structure internal processes

Unify request management across different departments to improve coordination and traceability.

Improve operational efficiency through data

Introduce clear performance indicators and defined SLAs to measure activity and enable data-driven decision-making.

Enhance the employee experience

Enable more agile, transparent and collaborative processes for internal teams.

Challenges & Solutions

Fundación Juan XXIII faced a number of operational and technological challenges that limited the efficiency of its internal request management. Working alongside redk, these challenges were addressed through a consultative approach and a tailored implementation aligned with the organisation’s needs.

Challenge

Solution

Desafio

In-house tool with functional limitations and limited scalability.
Limited internal resources to lead the transformation of the ticketing system.
Need to ensure smooth adoption across a large and diverse organisation.
Ticketing tool previously limited to a few areas of the organisation.

Solución

Market evaluation and guidance from redk to select and implement a leading standard solution better suited to current and future needs.
Specialist consulting support throughout the process to define how the solution should be used and ensure a successful implementation.
Initial configuration and usage model design to minimise disruption and facilitate internal training.
Expansion of the system’s scope to manage requests across multiple departments, improving coordination and ticket routing.

Key Results

Beyond the technological implementation, the project enabled Fundación Juan XXIII to evolve from a fragmented internal request management model to a more structured and cross-functional approach supported by clear processes and data-driven decisions.

Greater operational visibility and data-driven decision-making

The organisation now has access to clear metrics on efficiency, workload and SLA compliance, enabling teams to be sized more accurately and reducing uncertainty in planning.

Cross-departmental coordination and collaboration

The system evolved from a tool used by a limited number of departments to a shared platform supporting multiple areas, enabling more efficient ticket routing and stronger internal collaboration.

Improved traceability and request management

The definition of area-specific SLAs and full visibility of ticket lifecycles enabled a more structured and consistent management model.

Faster response times and improved internal service

Standardised processes and improved organisation of workloads contributed to more agile responses aligned with employees’ needs.

Increased employee satisfaction

Improved internal request management and SLA compliance led to a significant increase in employee satisfaction over the past year.

About

Fundación Juan XXIII

The Juan XXIII Foundation is a leading non-profit organisation that works to promote the social and labour market inclusion of people at risk or in situations of psychosocial vulnerability through four key areas: education, support, training and employment, combining social impact with business efficiency. With over 900 employees, it creates opportunities and develops high-quality services that add value for both individuals and organisations. More information: https://www.fundacionjuanxxiii.org/

Industry

Nonprofit

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Name Surname

Position, Company name

The initial consultation was key to understanding how we should use the tool and configure it correctly. This ensured that the transition went smoothly and allowed us to move forward with confidence. Having redk’s support was essential to successfully navigating this process.

Carlos Mozún

IT Manager at the Juan XXIII Foundation

The discovery and definition phase was critical to the success of the project. It allowed us not only to address Fundación Juan XXIII’s needs, but also to identify process optimisation opportunities that significantly improved operational efficiency.

Borja Cuadrado

Project Lead at redk