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HR Service Center Agents
Work faster with our HRIS modules
- Case Management
- Knowledge Base
- Self-Service Portal
- Advanced BPM
- Document Management
- Email Management
- Real-Time Dashboard
- Satisfaction Management
- Business Intelligence
- Service Level Agreement
- Live Chat
- Neocase Connect
Collaborative Case Management
Capture and organize requests easily and efficiently. The collaborative Case Management tools in Neocase HR will enable your service center to tap into the right resources – both internal and external – to resolve even the most complex cases efficiently.
Agents can access policy information in context, with less effort. The Knowledge Base plays a major role in HR Service Delivery. In fact, for many of the productivity gains that a Shared Service Center sets out to achieve, it relies on the Knowledge Base to deliver. The Knowledge Base in Neocase HR delivers over 80% Tier 0 Resolution rate.
Employees, Managers and HR Business Partners have access to the capabilities and information that makes each of them self-sufficient and productive. The Portal can be accessed from anywhere, at any time from virtually any device including tablets and smartphones. The personalization, configurability and accessibility of the Portal make it a practical and convenient tool for everyone involved.
Advanced Business Process management
The Advanced Business Process Management module in Neocase HR provides the tools to design, test, publish, analyse and optimize these complex processes as complete, efficient, and automated services.
Digital Document Management
Neocase connectors automatically file documents collected within the case management process into enterprise document management (EDM) or ERP systems.
The Email Management module in Neocase HR includes a Rules Engine for processing inbound emails, and Email Template tools that dramatically improve agent efficiency, and employee experience through higher quality, consistent communication. Configurable email templates and rules automate outbound email communication, improving both consistency and efficiency.
Graphic SLA-oriented dashboards organize and pre-prioritize cases so agents can stay organized and focus on the right cases, completing them before their deadlines.
The business of HR Shared Services is based upon two primary objectives: reducing the cost of service delivery, and increasing employee satisfaction. Measure employee satisfaction by configuring and distributing satisfaction surveys with the Neocase HR Satisfaction Management module.
The Business Intelligence module enables you to monitor, manage and systematically improve the value delivered by your service center, through real-time interactive dashboard displays, a suite of several dozen Performance Analysis Reports, a custom Report Builder, and Advanced Business Intelligence tools.
Proactive SLA Management
Meeting and exceeding customer expectations is at the core of sound service delivery. That’s why Proactive SLA Management is at the core of Neocase HR. SLA’s can be designed and configured according to a variety of criteria, including Process, Employee, Business Unit and Company.
Customers and suppliers enjoy the convenience of engaging directly with live agents through on-line chat. The Live Chat module in Neocase HR delivers consistency through tight integrations to the Employee Record, Case Management, Knowledge Base and Survey modules.
Neocase Connect seamlessly integrates with ERP and third party point solutions through a variety of methods including API’s, web services, ESB connectors, Single Sign On and user interface integration.
Simplify operations, work faster
Industry-leading companies partner with Neocase Software
to deliver superior service through personalization and convenience while achieving their transformation goals through process automation.Who’s using Neocase ?
Global Director of HR Shared Services
We started our journey to transform HR by building the business case for change. Neocase HR has been instrumental in helping Thales UK achieve these goals. We’ve been able to demonstrate cost savings through streamlining processes and avoiding increasing costs to deliver the services that we really needed.Read the Customer Success Story
HR transaction performed
HR transaction performed
through Self-Service Portal
Senior Director of Employee Services
When we initiated Phase One of the Employee Portal, we anticipated maybe a little over half of the employees would jump on board at first. Right off the bat though, we had 99.2% use the portal for benefits enrollment! People were happy with the Portal – they liked it, and were using it.Read the Customer Success Story
Enquiries handled with </br />the same number of staff
Payroll and Administration Director
Not only have we successfully completed the project in a record three months, but as a result we have also managed to handle more inquiries with the same number of staff. This success is due to Neocase teams’ involvement in implementation and their support in conducting the change, and because of the tool’s user-friendliness and functional ergonomics.Read the Customer Success Story
They use Neocase technology to meet tomorrow’s goals today
From Medium, Large to Fortune 1000 CompaniesHear them speak about Neocase
We did a comprehensive search and selected Neocase as our vendor of choice. They were up and running in 90 days, the most cost-effective solution, and their Case Management and Knowledge Base modules were significant in our truly obtaining the benefits of our shared services departmentJeff Ellis / VP-CFO, Human Resources Shared Services
We started our journey to transform HR by building the business case for change. Neocase HR has been instrumental in helping Thales UK achieve these goals. We’ve been able to demonstrate cost savings through streamlining processes and avoiding increasing costs to deliver the services that we really needed.Joe Ales / Global Director of HR Shared Services
When we initiated Phase One of the Employee Portal, we anticipated maybe a little over half of the employees would jump on board at first,” explained Donna. “Right off the bat though, we had 99.2% use the portal for benefits enrollment! People were happy with the Portal – they liked it, and were using it.Donna Ashabranner / Senior Director of Employee Services
The flexibility of Neocase HR Power has enabled us to deploy process models and service levels suited to HR SSC service users (employees, Business Partners and Managers). Today, we handle more than 8,000 inquiries a month. We also send quarterly dashboards on volumes, performance and risk to our corporate clientsStéphane Mignola / Payroll and Administration Director
What’s new at Neocase
We raised €6 million to foster our international growthRead more
COVID-19 | A letter from our CEO
What Neocase is doing to address the COVID-19 global crisisRead more
Our response to COVID-19
Find out how we are Supporting our Employees, Custom…Read more
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