Happy Customers with Automated Case Management via HR Service Delivery

Doing more with less; frequently that’s the case today in many companies as competition increases and profits are squeezed – so infrastructure and staffing costs must be reduced. Keeping the workforce engaged and motivated becomes even more important. Human resources teams implementing HR Service Delivery systems to serve their employees have advantages over those who don’t – one of them is automated case management to handle request and inquiries and help address and resolve any issues.

When an employee contacts human resources with an inquiry, problem or grievance, a case is created – tracking the entire process from inception to resolution. In many cases, this is a quick and easy process handled in just a few steps in a matter of hours or days. More complex cases however, may go on for a bit longer. Case management handled via an HR Service Delivery solution provides for automated creation, tracking, routing and notifications – keeping all involved abreast of any developments and actions needed.

Case management modules offer large organizations with thousands of employees the ability to streamline and improve HR Service Delivery and manage workforce inquiries and issues more effectively. For the workforce, this type solution delivers higher quality service, in a more-timely manner - for an optimal customer experience.

EE, one of the largest telecommunications firms in the UK, made significant improvements to Case Management & Employee Satisfaction while making huge savings implementing HR Service Delivery. Karen Gusterson, Director, HR Operations outlined their requirements, “We required a state-of-the-art solution to support our tiered shared service model with an effective workflow and recommendation engine."

EE's ongoing functionality plans include: continuous improvement of data analysis, pro-active process management including automated emails prompting EE employees about required information, enhancing support for EE HR processes, and increased HR productivity by creating new teams to support wider business processes such as payroll, expenses, reward and resourcing.

“Our future plans are to continue to mine the data in the system to help us pro-actively manage our employee contacts and further improve our employee relations.”

Ms. Gusterson summarizes the results from leveraging HR Shared Services: “So far we’ve managed to achieve a 60% reduction in cases and 30% reduction in costs and have managed to keep our queries and our cases at first contact with 95% remaining at Tier 1 without referral to our Tier 2 specialists.”

Take a look at our HR Case Management module to discover how we can help you optimize your HR Service Delivery.