Multinational defense technology leader chose Neocase to dramatically boost efficiency in its HR Shared Services Center

London, United Kingdom – March 15, 2011 – Neocase Software, a leading provider of customer service solutions for shared service contact centers and customer support operations, announced today that it has successfully completed the first stage of implementation of its HR Shared Services solution, Neocase HR, at Thales UK. Thales UK is part of the Thales Group, a global technology leader in defense, security, aerospace, and transportation.

When Thales UK benchmarked the efficiency of its agents against organizations of similar size and complexity, it discovered that it was well below average in terms of the number of transactions handled by each agent. To address this issue, the company chose Neocase HR as the platform for managing HR business processes within its shared services center. Thales UK knew that with Neocase HR, it could dramatically improve efficiency in its shared services center while also taking a leap forward in its strategic goal of transforming the HR function.

"We started our journey to transform HR by building the business case for change,” says Joe Ales, Director of HR Shared Services at Thales UK. "Neocase HR was instrumental in helping Thales UK achieve these goals.” He continues, "We were able to easily demonstrate cost savings by streamlining processes and avoiding increased labor costs while delivering essential services.”

According to Ales, Neocase HR enables existing Thales service agents to process significantly more transactions – without increasing labor costs. Just two months after implementation, Thales UK has reached the efficiency objectives it had set for itself and is on target to attain its overall goal by the end of 2011.

This additional efficiency has enabled the HR shared services center to pick up many of the processes that were being done in the business units. "We’re very quickly demonstrating ROI on our investment,” says Ales, who also noted that Neocase has also freed up HR business partners to deliver higher value to the business. "We’re bringing strategy to life within the HR organization,” he adds.

The ability to integrate with existing systems was an important consideration for Thales UK. Neocase is integrated with the other HR systems that Thales UK relies on for maximum agent efficiency — from telephone to payroll services. The company is also able to outsource some of its non-core HR activities, such as occupational health administration, while ensuring that third-party partners are engaged with the company’s processes. This integration enables Thales to further streamline activities and reduce complexity.

"Thales UK is a model for how to successfully implement a shared services organization and supporting technology infrastructure within HR,” says Julien Dahan, Chief Executive Officer of Neocase Software. "Companies like Thales are turning to Neocase because of our leadership, innovation, and customer support, which are superior in the HR technology market. We work closely with our customers to ensure they can achieve a material return on their investment as quickly as possible.”

Looking ahead, says Ales, Neocase will continue to be key to Thales UK’s goal of HR transformation in the second phase of this project. By enabling employee self-service through the Web and helping service agents more efficiently handle routine transactional inquiries, Neocase HR will give senior business partners the freedom to become true change agents for the entire organization. Thales will also implement the Neocase solution in its offices in France and Australia in the near future.