--- title: 9 Key Features in an HR Case Management System description: Tools make the man, and the same is true for HR Service Centers. Neocase looks at the 9 top tools and processes that make your service center excellent. image: https://blog.neocasesoftware.com/hubfs/key-factors.jpg --- [![Neocase BY Sopra HR-07](https://blog.neocasesoftware.com/hubfs/Neocase%20BY%20Sopra%20HR-07.png) ![Neocase BY Sopra HR-07](https://blog.neocasesoftware.com/hubfs/Neocase%20BY%20Sopra%20HR-07.png)](https://www.neocasesoftware.com) - Product - [![](https://neocasesoftware.com/wp-content/uploads/2024/08/file-text-icon.svg)Solutions](https://www.neocasesoftware.com/hr-solutions/) - [Neocase HR](https://www.neocasesoftware.com/hr-solutions/neocase-hr-solution) - [Neocase HR Ready](https://www.neocasesoftware.com/hr-solutions/neocase-hr-ready-solution) - [Neocase Employee Journey](https://www.neocasesoftware.com/hr-solutions/neocase-employee-journey) - [Neocase Employee Relations](https://www.neocasesoftware.com/hr-solutions/neocase-employee-relations) - [![](https://neocasesoftware.com/wp-content/uploads/2024/08/grid-icon.svg)Modules](https://www.neocasesoftware.com/hris-modules) - 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[![](https://www.neocasesoftware.com/wp-content/uploads/2024/08/at-sign-icon.svg)Neocase by sopra HR](https://www.neocasesoftware.com/about-neocase) - [![](https://www.neocasesoftware.com/wp-content/uploads/2024/08/users-icon.svg)Partners](https://www.neocasesoftware.com/our-partners) - [Support](https://onlinesupport.neocasesoftware.com/) Loading... × ## Book a demo now ## And see it in action Your details are 100% safe - ### We will endeavor to get back to you within 24 hours and will schedule a demo based on availability - ### The demo will be provided remotely to you and will last approximately 60 minutes × ###### [Case Management](https://blog.neocasesoftware.com/tag/case-management) # 9 Key Features in an HR Case Management System Posted on [August 16, 2016](https://blog.neocasesoftware.com/9-key-features-hr-case-management-system) by [Jim Watson](https://blog.neocasesoftware.com/author/jim-watson) [Home](https://www.neocasesoftware.com/) > [Neocase Blog](https://blog.neocasesoftware.com/9-key-features-hr-case-management-system) > **9 Key Features in an HR Case Management System** Marshall McLuhan once said, “We become what we behold. We shape our tools, and thereafter our tools shape us.” While the great intellectual may not have been talking about HR Service Delivery, his point can certainly apply. A service center builds its reputation based on the quality of service it delivers.  And that service quality is a function of the people who deliver it, and the processes and tools they use.  So in a sense, the tools help to shape the Service Center. [What is Case Management](https://www.neocasesoftware.com/hr-case-management-posts/hr-case-management/) ? In this scintillating blog post, we’ll look at 9 of those tools. **Dashboards** keep the agents focused on the most urgent cases, and prevent them from having to make the routine “what should I work on next?” decisions.  When a reporter asked Mark Zuckerberg why he [always wears the same outfit](http://www.businessinsider.com/mark-zuckerberg-same-t-shirt-2014-11), he said "I really want to clear my life to make it so that I have to make as few decisions as possible about anything except how to best serve this community.”  The same concept applies to agents and their dashboards. **Self-service that’s employee centric** means a portal that’s personalized to the employee.  According to Kara Pernice and Patty Caya of the Nielsen Norman Group, the usage of a portal will “[soar with personalization](https://www.nngroup.com/articles/intranet-portals/).”  When a portal contains content that’s highly relevant to the employee, the employee will go there more often, and receive a higher-quality service experience. A **knowledge base** that’s intelligent and integrated is a knowledge base that delivers personalized results based on employee data, and integrated with the [case management tools](https://www.neocasesoftware.com/collaborative-case-management/) so that nobody has to *manually* search for answers.  After all, this is the 21st century. **SLA Management** that’s proactive and productive means tools that help the agents stay ahead of the curve, or ahead of the case deadline, by using automated notifications and color-coding on the dashboard. **Reporting** that’s insightful and actionable means reports that not only highlight the things you need to know about, but also suggest the actions you can take to make improvements.  As someone once said, “Good analytics are like shortcuts to good decisions.” **Case management** that’s collaborative is case management that enables multiple HR representatives to combine their efforts for faster and more effective resolution. It’s like case management that’s designed specifically for teamwork. Find out more about the benefits of [HR Case Management software here](https://www.neocasesoftware.com/collaborative-case-management/). **Business Process Management** tools are some of the most important productivity levers that a service center can pull.  Think of all those manual HR processes that require multiple steps, approvals, documentation and notifications.  Now think of them again as being automated, and fully-configurable by a non-technical HR administrator.  Pretty cool, huh?  Business Process Management that’s configurable and automated brings service quality and consistency to [a higher level](http://www.dresserassociates.com/blog/how-bpm-can-help-human-resources/). “You’ve got mail!”  That phrase doesn’t get us excited the way it used to.  But let’s face it, email is and will remain an essential part of enterprise communications for some time to come.  Having the capability to easily configure templates, and apply them to processes will assure that the right messages go to the right people at the right times.  And your service center will look a lot better for it!  That’s what **integrated and configurable email man**agement is all about. When all is said and done, it’s the customers’ opinions that matter.  That’s why it’s important to find out what’s on their minds.  And that’s where **Surveys that provide insight and increase satisfaction** come in.  Survey analytics provide the insight, and the configurable [follow-up processes](http://www.peoplepulse.com/resources/useful-articles/post-survey-follow-up-process/) for survey responses help you find the real reason a customer gave you a low score, and what you can do to improve it. So, those are some of the tools that can help shape your service center, and your customers’ experience.  Are there more?  Sure there are.  And we’ll talk about those in future blog posts! ![key-factors](https://blog.neocasesoftware.com/hs-fs/hubfs/key-factors.jpg?width=5598&name=key-factors.jpg) Share this post ![Jim Watson](https://blog.neocasesoftware.com/hubfs/JWA.jpg) ##### Jim Watson Jim Watson is a Sr. Solution Consultant for HR Service Delivery at Neocase Software, and has been helping clients improve their Employee Experience, HR Productivity and Service Center Efficiency for over 10 years. He lives on the coast of Maine where he enjoys reading, writing and rowing which inspire his pursuit of the Perfect Service Experience! ### CATEGORIES - [HR Service Delivery (231)](https://blog.neocasesoftware.com/tag/hr-service-delivery-posts) - [Press (34)](https://blog.neocasesoftware.com/tag/press) - [Experience collaborateur (33)](https://blog.neocasesoftware.com/tag/experience-collaborateur) - [Case Management (31)](https://blog.neocasesoftware.com/tag/case-management) - [Self-Service Portal (29)](https://blog.neocasesoftware.com/tag/self-service-portal) - [Product (26)](https://blog.neocasesoftware.com/tag/product) - [Employee Experience (22)](https://blog.neocasesoftware.com/tag/employee-experience) - [Knowledge Base (22)](https://blog.neocasesoftware.com/tag/knowledge-base) - [Best Practices (21)](https://blog.neocasesoftware.com/tag/best-practices) - [Business Process Automation (20)](https://blog.neocasesoftware.com/tag/business-process-automation-posts) - [Digital transformation (15)](https://blog.neocasesoftware.com/tag/digital-transformation) - [Feature (14)](https://blog.neocasesoftware.com/tag/feature) - [Artificial Intelligence (13)](https://blog.neocasesoftware.com/tag/artificial-intelligence) - [Future of HR (13)](https://blog.neocasesoftware.com/tag/future-of-hr) - [Fosway (11)](https://blog.neocasesoftware.com/tag/fosway) - [Partner (11)](https://blog.neocasesoftware.com/tag/partner) - [Employee Journey (10)](https://blog.neocasesoftware.com/tag/employee-journey) - [Employee Relations (10)](https://blog.neocasesoftware.com/tag/employee-relations) - [Events (10)](https://blog.neocasesoftware.com/tag/events) - [COVID-19 (8)](https://blog.neocasesoftware.com/tag/covid-19) - [Employee Document Management (8)](https://blog.neocasesoftware.com/tag/employee-document-management) - [Customers (7)](https://blog.neocasesoftware.com/tag/customers) - [Onboarding (7)](https://blog.neocasesoftware.com/tag/onboarding) - [Neocase HR (6)](https://blog.neocasesoftware.com/tag/neocase-hr) - [EDM (5)](https://blog.neocasesoftware.com/tag/edm) - [Chatbot (4)](https://blog.neocasesoftware.com/tag/chatbot) - [Data Confidentiality (4)](https://blog.neocasesoftware.com/tag/data-confidentiality) - [Manufacturing (4)](https://blog.neocasesoftware.com/tag/manufacturing) - [Analytics (3)](https://blog.neocasesoftware.com/tag/analytics) - [ERM (2)](https://blog.neocasesoftware.com/tag/erm) - [Monthly Updates (2)](https://blog.neocasesoftware.com/tag/monthly-updates) - [News (2)](https://blog.neocasesoftware.com/tag/news) - [Reporting (2)](https://blog.neocasesoftware.com/tag/reporting) - [Webinar (2)](https://blog.neocasesoftware.com/tag/webinar) - [offboarding (2)](https://blog.neocasesoftware.com/tag/offboarding) - [Gartner (1)](https://blog.neocasesoftware.com/tag/gartner) - [Health and Safety at work (1)](https://blog.neocasesoftware.com/tag/health-and-safety-at-work) - [Professional Services (1)](https://blog.neocasesoftware.com/tag/professional-services) - [Quality of work (1)](https://blog.neocasesoftware.com/tag/quality-of-work) - [Shared Cervice Center (1)](https://blog.neocasesoftware.com/tag/shared-cervice-center) - [Success Story (1)](https://blog.neocasesoftware.com/tag/success-story) - [What is..? (1)](https://blog.neocasesoftware.com/tag/what-is) - [Workday connector (1)](https://blog.neocasesoftware.com/tag/workday-connector) See all ## See the Power of [HR Service Delivery](https://info.neocasesoftware.com/book-demo?hsLang=en) [Book a demo now](https://info.neocasesoftware.com/book-demo?hsLang=en) Blog articles you don’t want to miss directly in your inbox What is Neocase and how does it help HR teams? Neocase is a cloud-based HR service delivery platform that automates HR processes, improves employee experience, and optimizes shared service center operations. It helps HR teams reduce manual tasks, increase efficiency, and deliver faster, more personalized services. What are the main features of Neocase HR solutions? Neocase offers a wide range of features, including: - **Case Management** for handling employee requests efficiently - **Knowledge Base** for self-service and quick answers - **Document Management** for secure storage and compliance - **Employee Self-Service Portals** for easy access to HR services - **AI-powered Automation** to streamline workflows and reduce response times - **Reports and Analytics** to monitor HR performance and manage key indicators. Can Neocase integrate with existing HR systems like SAP SuccessFactors or Workday? Yes. Neocase integrates seamlessly with leading HRIS platforms such as SAP SuccessFactors, Workday, and others. These integrations ensure smooth data exchange and process continuity without disrupting your existing HR ecosystem. How does Neocase ensure data security and compliance? Neocase is ISO 27001 certified and fully GDPR compliant. The platform uses secure cloud architecture, encryption, and strict access controls to protect sensitive HR data and maintain compliance with global regulations. Is Neocase suitable for global organizations and multi-language environments? Absolutely. Neocase supports multi-country deployments, multiple languages, and localization features, making it ideal for global organizations with diverse workforces. How can I request a demo or learn more about pricing? You can ask for informations by visiting our [Contact Page](https://info.neocasesoftware.com/get-in-touch?hsLang=en) or filling out the [demo request](https://info.neocasesoftware.com/book-demo?hsLang=en) form available on our website. ### Continue reading [What is HR Case Management? Best Practices and Examples](https://blog.neocasesoftware.com/hr-case-management-examples-best-practices?hsLang=en) [How the Public Sector Is Modernizing Its HR Services](https://blog.neocasesoftware.com/how-the-public-sector-is-modernizing-its-hr-services?hsLang=en) [Increase Employee Satisfaction by Securing Your SLAs with OLAs – The New Feature in Neocase HR](https://blog.neocasesoftware.com/increase-employee-satisfaction-by-securing-your-slas-with-olas-the-new-feature-in-neocase-hr?hsLang=en) ### [Solutions](https://www.neocasesoftware.com/hr-solutions/) - [Neocase HR](https://www.neocasesoftware.com/hr-solutions/neocase-hr-solution/) - [Neocase HR Ready](https://www.neocasesoftware.com/hr-solutions/neocase-hr-ready-solution/) - [Employee Journey](https://www.neocasesoftware.com/hr-solutions/neocase-employee-journey/) - [Employee Relations](https://www.neocasesoftware.com/hr-solutions/neocase-employee-relations/) ### [Integrations](https://www.neocasesoftware.com/integrations/) - [Workday](https://www.neocasesoftware.com/integrations/workday/) - [Microsoft Teams](https://www.neocasesoftware.com/integrations/microsoft-teams/) - [SAP SuccessFactors](https://www.neocasesoftware.com/integrations/neocase-integrated-to-sap-successfactors/) - [Access](https://www.neocasesoftware.com/integrations/neocase-and-access-peoplexd-integration/) ### [About](https://www.neocasesoftware.com/about-neocase/) - [Contact Us](https://info.neocasesoftware.com/get-in-touch) - [Support](https://onlinesupport.neocasesoftware.com/) - [The Company](https://www.neocasesoftware.com/about-neocase/) - [Career](https://www.neocasesoftware.com/career/) - [Partners](https://www.neocasesoftware.com/our-partners/) - [Press Room](https://blog.neocasesoftware.com/tag/press) ### Follow Us [Blog](https://blog.neocasesoftware.com/fr?hsLang=en) [Linkedin](https://www.linkedin.com/company/neocasesoftware/) [Youtube](https://www.youtube.com/@NeocaseSoftwareInc) ### Subscribe Receive the Neocase monthly newsletter ### Our addresses **Neocase Software Northern America** 275 Grove St, Auburndale, Massachusetts 02466 USA   **Neocase Software Europe** 91 Boulevard National, La Garenne-Colombes 92250   - [Terms of use](https://www.neocasesoftware.com/terms-of-use) - [Privacy Policy](https://www.neocasesoftware.com/privacy-policy) - [Cookie Policy](https://www.neocasesoftware.com/cookie-policy) Copyright © **Neocase Software**