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 ?

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, 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.”  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 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.

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.

“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 management 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 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!