--- title: Neocase Blog | Learn more about Service Delivery | Jim Watson (4) description: 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! (4) --- [![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) - [Self-Service Portal](https://www.neocasesoftware.com//hris-modules/hr-self-service-portal) - [Case & Knowledge Management](https://www.neocasesoftware.com/hris-modules/hr-case-and-knowledge-management) - 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(1)](https://blog.neocasesoftware.com/tag/what-is?hsLang=en) - [Workday connector (1)](https://blog.neocasesoftware.com/tag/workday-connector?hsLang=en) See all ## Jim Watson ![Jim Watson](https://blog.neocasesoftware.com/hubfs/JWA.jpg) 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! ### Recent Posts ##### [![iStock-918639608](https://blog.neocasesoftware.com/hs-fs/hubfs/iStock-918639608.jpg?width=618&name=iStock-918639608.jpg) June 15, 2017 What do employees want? Are you delivering? We’re out at HR Tech World in San Francisco this week. While the show is about technology, it’s more about strategies and tactics for improving the\[...\]](https://blog.neocasesoftware.com/what-employees-want?hsLang=en) ##### [![iStock-952679588](https://blog.neocasesoftware.com/hs-fs/hubfs/iStock-952679588.jpg?width=618&name=iStock-952679588.jpg) June 07, 2017 5 Reasons to Participate in the Sierra Cedar HR Systems Survey The Sierra-Cedar 2017–2018 HR Systems Survey is available here until July 1, 2017. If you haven’t already participated, here are five good reasons\[...\]](https://blog.neocasesoftware.com/participate-sierra-cedar-hr-systems-survey?hsLang=en) ##### [![iStock-938516428](https://blog.neocasesoftware.com/hs-fs/hubfs/iStock-938516428.jpg?width=618&name=iStock-938516428.jpg) June 05, 2017 Buying Business Software? Include this in your RFP. How often do you ask a person for something, and they come back with something that is different from what you had in mind? This isn’t a blog post\[...\]](https://blog.neocasesoftware.com/use-case-scenarios-make-clear-software-requirements?hsLang=en) ##### [![iStock-913812224](https://blog.neocasesoftware.com/hs-fs/hubfs/iStock-913812224.jpg?width=618&name=iStock-913812224.jpg) May 29, 2017 The Not-so-obvious Benefit of HR Process Automation According the Chief Executive magazine, consultancy group Future Workplace found that 42% of the 619 US-based HR professionals it surveyed expect\[...\]](https://blog.neocasesoftware.com/advantage-process-automation?hsLang=en) ##### [![7-Ways-Technology-is-Changing-HR-Process-01-538x2000](https://blog.neocasesoftware.com/hs-fs/hubfs/7-Ways-Technology-is-Changing-HR-Process-01-538x2000.png?width=618&name=7-Ways-Technology-is-Changing-HR-Process-01-538x2000.png) May 22, 2017 7 Ways Technology is Improving HR Processes Last week, we talked about the top 5 reasons companies are investing in automating HR Processes. Now let's look at some of the additional ways that\[...\]](https://blog.neocasesoftware.com/7-ways-technology-improving-hr-processes?hsLang=en) ##### [![iStock-957630020](https://blog.neocasesoftware.com/hs-fs/hubfs/iStock-957630020.jpg?width=618&name=iStock-957630020.jpg) May 11, 2017 Top 5 Reasons for Automating HR Processes According to Gartner’s 2016 Magic Quadrant for Cloud HCM Suites, the top two reasons companies are investing in a new HCM solution are to\[...\]](https://blog.neocasesoftware.com/hr-process-automation?hsLang=en) ##### [![iStock-908535308](https://blog.neocasesoftware.com/hs-fs/hubfs/iStock-908535308.jpg?width=618&name=iStock-908535308.jpg) May 08, 2017 Balancing People, Process and Technology for a Great Customer Experience Sometimes you have a customer experience that feels so good, you want to tell other people about it. So here goes...](https://blog.neocasesoftware.com/combining-people-process-technology-customer-experience?hsLang=en) ##### [![Employee stuck in a box](https://blog.neocasesoftware.com/hs-fs/hubfs/Imported_Blog_Media/6a0133f49a611c970b019b00b05320970b-250wi-1.jpeg?width=618&name=6a0133f49a611c970b019b00b05320970b-250wi-1.jpeg) April 27, 2017 Do you have a customer service mindset? It drives me crazy when a front-line employee can solve a problem, but can't. They can because they see the problem, they see the cause, and directly\[...\]](https://blog.neocasesoftware.com/hr-service-delivery-posts/customer-service-mindset?hsLang=en) ##### [![iStock-960164282](https://blog.neocasesoftware.com/hs-fs/hubfs/iStock-960164282.jpg?width=618&name=iStock-960164282.jpg) April 24, 2017 Who should control HR Service Delivery Tools? HR, or IT? In my first job in the early 1980’s, I served as a Professional Association’s point of contact to their State and Local Chapter Presidents within the\[...\]](https://blog.neocasesoftware.com/hr-service-delivery-tools?hsLang=en) ##### [![should-employees-feear-artificial-intelligence](https://blog.neocasesoftware.com/hs-fs/hubfs/should-employees-feear-artificial-intelligence.jpg?width=618&name=should-employees-feear-artificial-intelligence.jpg) April 17, 2017 Why Employees Shouldn’t Fear Artificial Intelligence … at least not yet. Much is being said about how AI (Artificial Intelligence) will replace human jobs. But if the digital past is any indication of\[...\]](https://blog.neocasesoftware.com/employees-fear-artificial-intelligence?hsLang=en) ##### [![customers-focus](https://blog.neocasesoftware.com/hs-fs/hubfs/customers-focus.jpg?width=618&name=customers-focus.jpg) April 10, 2017 What does customer-focus really mean? Jack Welch, while CEO of General Electric, would often say, “Companies don’t give job security. Only satisfied customers do.” Customer-focus in large\[...\]](https://blog.neocasesoftware.com/what-does-customer-focus-really-mean?hsLang=en) ##### [![Does your HR service Delivery Improve Employee Engagement?](https://blog.neocasesoftware.com/hs-fs/hubfs/vignette-blog-post-service%20Employee-Engagement-EN.png?width=618&name=vignette-blog-post-service%20Employee-Engagement-EN.png) April 06, 2017 Does your HR Service Delivery improve Employee Engagement? The big shift in thinking around HR Service Delivery has been the change in focus from productivity and efficiency to employee experience, and\[...\]](https://blog.neocasesoftware.com/hr-service-delivery-employee-engagement?hsLang=en) ##### [![sla-compliance](https://blog.neocasesoftware.com/hs-fs/hubfs/sla-compliance.jpg?width=618&name=sla-compliance.jpg) March 27, 2017 Is the SLA Compliance Metric fooling us? The KPI Library defines SLA Compliance as “The total number of incidents resolved within SLA time divided by the total number of incidents.” In fact,\[...\]](https://blog.neocasesoftware.com/sla-compliance-metric-fooling-us?hsLang=en) ##### [![Closing-the-Content-Gap](https://blog.neocasesoftware.com/hs-fs/hubfs/Imported_Blog_Media/Closing-the-Content-Gap-1.png?width=618&name=Closing-the-Content-Gap-1.png) March 20, 2017 How to Build an HR Knowledge Base So, you’ve decided to stand up an HR Service Delivery solution with case management, HR knowledge base and a self-service portal. But there’s one\[...\]](https://blog.neocasesoftware.com/build-hr-knowledge-base?hsLang=en) ##### [![feautred-overload](https://blog.neocasesoftware.com/hs-fs/hubfs/feautred-overload.jpg?width=618&name=feautred-overload.jpg) March 14, 2017 Implementing Software? Beware of Feature Overload. 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