EE made significant improvements to Case Management & Employee Satisfaction whilst making huge savings with Neocase HR
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Overview
EE is one of the largest telecommunications company in the UK providing superfast 4G mobile services and fiber broadband to over 27 million customers. Their 15,000 plus employees have over 86 million conversations, including 40 million in-store customer visits at 700+ retail stores and 35 million website visitors each month. EE’s heritage of innovation, was born out of two major mobile brands, Orange and T-Mobile.
Results
Greater efficiencies, £175K savings, enhanced employee experience
Increased employee productivity
Higher satisfaction for employees, managers, and HRBPs
Standardized information for internal customers
Improved speed & quality of response through a single contact approach
Total annual savings on labor costs of £175K
Solution
Seamless integration, flexible, intuitive
The uncomplicated 2/3 tier support model of Neocase HR is supported by an automated workflow, driven by an intelligent routing engine, an event & business rules engine, and a timeline that supports SLA
Challenge
Achieve full optimization of existing HR SSC
Optimization would enable EE to offer high quality HR services and increase employee satisfaction.
Requirements
Implement a sophisticated HR Case Management
solution for EE’s HR Shared Services
By automating admin tasks and processes EE employees could focus on more strategic and complex processes