How ISS Cut Reimbursement Time by 75%

Turning ‘When will I get paid?’ into ‘I already got paid?’

The Logline

ISS support staff were trapped in an outdated paper process, waiting 6-8 weeks for mileage reimbursements while drowning in paperwork. Harmonic transformed this chaos into a simple custom mileage tracking solution that cut wait times by 75% and achieved the rarest of feats: a major system change with zero complaints.

The Plot Tension

The problem: At the end of each month, support staff at ISS faced a mountain of paperwork. For each participant they served, they had to:

• • • Manually track miles driven throughout the month
    • Fill out separate paper forms for each participant
    • Hunt down physical signatures from each participant
    • Mail these forms to the office
    • Wait… and wait… often 6-8 weeks for payment

This wasn’t just inefficient—it was affecting staff morale and financial wellbeing. The paper process was a relic that no longer fit how the organization actually worked.

Production Journey: The Studio Method in Action

To turn this story around, Harmonic applied its signature Studio Method:

Pre-Production: Like any good film, we started by understanding the characters. We mapped existing workflows and captured the real frustrations from AP staff, Payroll teams, and support workers. This wasn’t just about process diagrams—it was about understanding pain points and what success would look like for real people.

Core-Production: With the storyboard set, we crafted a mileage module directly into the existing eTime platform. This wasn’t about creating something new and unfamiliar—it was about extending a tool staff already knew and trusted.

Post-Production: No good production ends with filming. We crafted a complete launch campaign with email announcements, short tutorial videos, and hands-on support to ensure a smooth premiere.

Rewriting the Script

The new mileage system flipped the script on how staff managed reimbursements:

• • Entry happens at the point of service—no more end-of-month paper mountain
  • The system integrates seamlessly with existing eTime workflows staff already use
  • Approval routing happens automatically, connecting directly to Payroll
  • The learning curve? Almost non-existent—a six-minute video covered everything

Instead of spending 10–15 minutes per mileage form at the end of each month— often one per participant—staff now log miles in 10–15 seconds, right when they happen. No more waiting for signatures.

No more disappointing trips to the mailbox. No more wondering where their money was.

The Shoot: Bringing the Vision to Life

Launching any new system has its risks, but this production ran smoothly. Harmonic worked closely with both Payroll and AP departments to ensure the transition wouldn’t create new problems elsewhere. The rollout included:

• • A focused staff tutorial video covering the essential actions: clock-in, mileage logging, and expenses
  • Clear documentation for the Payroll team showing how the new system aligned with existing policies
  • Targeted support for staff members who weren’t as comfortable with technology

This wasn’t about forcing people to adapt to technology—it was about making technology adapt to people.

The Final Cut

• • The results speak for themselves:
  • Reimbursement time dropped by 75% (from 6-8 weeks to just 2)
  • The business process automation freed AP staff from mountains of manual entry
  • Staff financial stability improved with faster reimbursements

But perhaps the most telling metric was one that wasn’t on the original requirements list: after launch, there were zero support tickets or complaints.

As Mike DeJoy put it: “The staff had been asking for this for years—and when it launched, we didn’t get a single complaint. That kind of radio silence speaks volumes.” In an industry where system changes typically generate weeks of troubleshooting and frustration, this kind of smooth transition is the exception, not the rule.