From manual management to automated community access

Around 20,000 professionals use Viadesk to share knowledge and insights. Think municipal employees, council members, and staff from executive agencies. To keep everything running smoothly, the platform uses thematic groups and strict access rules.

Managing all of this used to be an intensive, largely manual process.

Until Harmonizer came into play.

The challenge: repetitive, time-consuming work

New users registered through an online form. After that, Linda and her colleagues had to manually verify whether the email address belonged to a municipality, an executive organization, or an unknown domain. Next came the big question: which clusters and groups should this person actually have access to?

Some users requested access to 10 to 15 groups at once. Each request had to be reviewed carefully. Irrelevant groups were denied, relevant ones manually approved.

Finally, users received an email explaining which requests were approved or rejected — and why.

All of this took about two hours every single day. Time Linda and her colleagues would much rather spend on more valuable work. On top of that, rejected requests often led to frustration, discussions, and unnecessary stress.

The request: let the system do the work

The goal was clear: get rid of manual processing. The ideal solution would automatically recognize which organization a user belongs to, determine the correct cluster, and approve group access without human intervention.

That’s where Fellow Digitals brought in Harmonizer to automate the entire process.

The solution: automatic recognition and assignment

Together with the customer, we built an integration that replicates everything the team had been doing manually — but now in seconds and without the risk of human error.

New users are automatically classified based on their email domain. That domain determines their cluster and corresponding start page.

Every fifteen minutes, the system processes all group requests. Whether someone applies for three, six, or ten groups, the system checks which ones match their cluster. Valid requests are approved instantly; invalid ones are neatly declined — fully automated.

In cases where something is unclear (for example, a new or unknown domain), the request is flagged as an exception. Linda and her colleagues review it once, and from that moment on, similar cases are handled automatically.

The impact: 90% less work and room for quality

What used to take two hours a day is now reduced to just 10% manual work. Only exceptional cases still require human review.

This creates time, clarity, and calm. The team now has space for tasks that were previously pushed aside, such as merging groups, working more closely with policy departments, and improving administrator documentation.

In the end, both the organization and the Viadesk users benefit.

Results at a glance

✔ About 2 hours of time saved per day

✔ Peak stress eliminated— even during large onboarding waves

✔ Automatic clusterand start page assignment

✔ Fully automatedgroup request processing

✔ Fewer discussionswith users

✔ More time for quality, optimization, and development

About the collaboration: fast, clear, and enjoyable

The customer especially appreciated how smoothly the collaboration went. Guido and Thom actively thought along, responded quickly, and explained technical possibilities in plain language — no unnecessary jargon, just practical solutions that worked.

Linda explains: “Guido understood exactly what I meant, even though I don’t speak technical jargon. And when needed, he explained the solution in a clear and accessible way. That made the collaboration very pleasant.”

The conclusion? Automation brings time, calm, and quality.

The automated access process didn’t just lighten daily workloads — it also enabled better support for administrators and more strategic group management. The customer would recommend Harmonizer without hesitation.