Increase Employee Satisfaction by Securing Your SLAs with OLAs – The New Feature in Neocase HR

In a context where employee satisfaction is becoming a strategic priority for HR, ensuring reliable processing times is no longer optional – it’s a must.
HR services must demonstrate their ability to meet commitments, which requires well-structured processes and rigorous monitoring.

To reinforce this promise of service quality, Neocase is enhancing its Neocase HR solution with a key innovation in version 16.12: the introduction of OLAs, or Operational Level Agreements.

Already recognized for its powerful Case Management module, Neocase now offers an effective way to safeguard your SLAs by breaking each process into measurable steps.
The goal: to ensure service commitments are met… and sustainably boost employee satisfaction.

OLAs: A New Dimension in HR Process Management

SLAs (Service Level Agreements) define overall processing times and are visible to employees. But in practice, a single SLA does not ensure that each step of a process is completed on time. It can hide critical delays.

That’s where OLAs come into play: they go beyond SLAs by setting time commitments for each internal step of an HR process.

Use Case: A Better Managed Retirement Process Thanks to OLAs

Let’s take a concrete and strategic example: an employee’s retirement.

This process may span 12 months, with a global SLA set to one year. On the surface, everything seems under control. But several intermediate steps are critical to ensuring a smooth transition and business continuity.

The Hidden Risk of a Single SLA

The knowledge transfer step is a perfect example: it must start at least 6 months before the actual retirement. If this phase is forgotten or started too late, the consequences can be severe:

• Disruption in knowledge transfer

• Difficulties for the successor

• Loss of operational efficiency

Imagine that this step hasn't started 8 months into the process.
The 12-month SLA is technically still on track, so no alerts are triggered, but the delay is already significant.

What OLAs Change

With OLAs, HR can set specific internal deadlines for each process step:

• Process initiation within 30 days of retirement notice

• Skills assessment within 2 months

• Start of knowledge transfer by month 6 at the latest

• Completion of administrative tasks in the final month

The system triggers an automatic alert if knowledge transfer hasn’t started on time.
HR can then react, correct the course, and ensure the overall objective is truly achieved.

The result?

• Genuine adherence to service commitments, not just formal compliance

• A smooth and valued offboarding experience for the employee

• Secure business continuity for the organization

  

What OLAs Concretely Bring to Neocase HR

Integrated with Case Management, OLAs add a layer of precision and reliability to HR case management. Their impact is felt on multiple levels:

🎯 Process Structuring

Each process step can be assigned a clear execution timeframe, preventing drift, hidden delays, and cascading bottlenecks.

📊 Precise Performance Monitoring

Teams can view OLA compliance through dedicated dashboards, track discrepancies, and anticipate risks — a true operational and strategic management tool.

🤝 Improved Internal Collaboration

Each stakeholder in a process knows their deadlines, reinforcing collective accountability, reducing friction, and aligning teams around a shared goal: high-performing HR services.

😊 Lasting Employee Satisfaction

A well-informed employee, supported on time, and accompanied throughout the journey experiences HR more positively. OLAs help secure that promise.

A Solution Designed for Modern HR Challenges

With the rise of hybrid work, increased internal mobility, and growing expectations for high-quality service, HR needs tools that offer greater control, transparency, and agility.

The addition of OLAs to Neocase HR addresses this need. It enables HR teams to:

• Execute processes with greater precision

• Secure service commitments

• Offer a more reliable employee experience

• Minimize risks from delays or overlooked critical steps

Toward More Strategic HR Management

Beyond operational improvement, OLAs are also a powerful strategic lever. They help HR to:

• Identify process bottlenecks

• Implement targeted corrective actions

• Prioritize resources based on key milestones

• Communicate reliable indicators to leadership or labor representatives

This is a key building block for HR to move from a management mindset to one of performance and service.

Conclusion: Secure Your Commitments, Increase Satisfaction

With OLAs introduced in version 16.12 of Neocase HR, HR teams now have a powerful new tool to control timelines, prevent hidden delays, and ensure consistent service quality.

👉 SLAs are no longer enough
👉 Employees expect fast, reliable services
👉 OLAs meet that expectation — step by step

By securing every phase of an HR process, Neocase helps you strengthen employee trust, streamline internal collaboration, and turn service commitments into a real driver of satisfaction.

Want to learn more about implementing OLAs in Neocase HR?

Contact our experts or request a personalized demo.
Version 16.12 is now available for all our customers.