Automated HR Email Management for Higher Quality, Consistent & Timely Communications

The most popular form of non-business communication today (at least in the UK) is the text message, (preferred more than face-to-face contact apparently) and while this works well for brief communiqués between individuals, it is not designed for more formal business communications.

Email still rules in the business world – between colleagues who work around the world from each other, in the same building or even a few offices or cubicles away. Email’s convenience, availability, ease of use and archiving capabilities make it the current go-to digital communication technology.

For an organization’s HR Shared Services Center, which at times may receive a high volume of email from employees, Email Management including capturing, processing and routing correspondence, is mission-critical to ensure timely and consistent communication, case handling and resolution. Often, an organization’s HR Service Center receives more email from former, retired or other employee types since the firm’s HR Portal may handle the majority of correspondence for current employees and is often viewed as the optimal communication channel for those individuals.

Automating inbound email means employing a Rules Engine that can read and interpret email based upon defined criteria; create or append a case depending upon the data received, and route the case appropriately. Neocase HR’s Email Management module contains not only the Rules Engine required for email automation, but also Email Template Tools for the creation of scenario-specific and consistent messaging that imports data from fields in the Case and Employee records for automated outbound emailing as well. So now agents can stop spending valuable time drafting and formatting responses and focus on higher-value activities.

Emails sent to the service center through the Email Management Module, are processed by the Rules Engine where several key attributes are compared including the sender’s and recipient(s) addresses, and key words in the subject and body of the email. Based upon preconfigured rules, inbound emails may be converted into new cases or appended to an existing case, and then routed to the appropriate agent(s). Agents will no longer need to monitor inboxes, or update cases manually with automated Email Management.

Email itself is a wonderful tool providing almost instant communication between parties. And automating human resources email using an HR Shares Services Email Management system takes email processing and communication even further – improving communication consistency and quality, timeliness, and even legal compliance for both employees and the organization.