Collaborative Case Management

HR service centers  improve their productivity by 30 – 50% when they use collaborative case management tools in Neocase. Service reps work at maximum efficiency while focusing on service quality, because real-time dashboards prioritize their work. And HR knows they’ll meet SLA’s, because they have the visibility and tools to proactively manage case workloads.

01_Collaborative Case Mgmt
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SLA Management

You’ll have confidence that work is getting done on time, because every case is monitored by the SLA engine in Neocase. You can create  Service Level Agreements to meet expectations and manage performance, and have full control over cases escalations and alerts. And you’ll know everything that’s happening in the service center, because you’ll see it in clear graphics on your dashboard – including those organize warning zones that tell you where you’re needed.

Personalized Knowledge Base

When cases do make it to Tier 1, service centers keep costs low by answering more questions through an integrated knowledge base. A recommendation engine selects the right answer from the knowledge base according to the case details and the employee profile, so representatives can close more cases at the first point of contact. Content stays current because HR has full control to manage knowledge base articles and the publication process.

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02_Satisfaction Survey

Satisfaction Management

HR service reps stay focused on employee satisfaction, because their dashboards show real-time satisfaction scores whenever an employee respond to a surveys. Case closure survey results update the satisfaction scores on each rep’s dashboard. You’ll know where to focus your resources to improve overall satisfaction scores, because Survey analytic reports and configurable follow-up processes give you insight and perspective to maximize satisfaction with your HR service delivery.

Document Generation

HR Representatives save time by creating documents without leaving the case record. You can store unlimited MS Word templates to auto-generate tailored documents on demand within any type of case. HR reps work more efficiently with documents on demand.

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Get insights on additional capabilities

Employees use portals that make their lives easier.  Like getting personalized answers anytime, from a knowledge base.  That's easier than calling HR. Submitting a new request, or checking the status of an open request.  It's easier when you can do it yourself, anytime, from any device. Managers like the convenience of accessing policies or submitting cases on behalf of their employees, without asking HR.  And everyone can access other applications from the portal, through convenient links. When portals make lives easier, the portals are used more often.  And that creates time for HR to focus on more strategic initiatives!

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Employees love the convenience of Neocase.  They enter the self-service portal from their smart phones, kiosks, or anything with a browser. They can use your company's chat bot to get personalized answers from the Knowledge base, or update a case. And when they're in Skype, Slack or other Instant Messaging apps, they can send a message to a bot to find an answer or send a request to HR. And they can always email or phone the service center. Neocase converts those to cases - so HR doesn't have to - through rules or telephony integration.

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Service center managers want to find potential problem before they become real problems.   Neocase dashboards keep them ahead of the curve, so they can take action.  And they can get answers to other key questions from the 50-plus standard reports designed for HR Service delivery.  They use these interactive tools to drill into the data, and find and fix the root cause to service center issues.

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