Collaborative Case Management
HR service centers improve their productivity by 30 – 50% when they use collaborative case management tools within Neocase. Service Reps work at maximum efficiency while focusing on service quality because real-time dashboards help prioritize their work. HR knows that they’re going to meet SLA’s because they have the visibility and tools to proactively manage case workloads.
You can feel confident that work is getting done on time because every case is monitored by the SLA engine in Neocase. You can create Service Level Agreements (SLA) to meet expectations, manage performance, and have full control over case escalations and alerts. You’ll know everything that’s happening in the service center because you’ll see it in clear graphics on your dashboard – including warning zones that inform you of where you’re needed most.
Personalized Knowledge Base
When cases do make it to Tier 1, service centers keep costs low by answering 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, allowing representatives to close more cases on the first point of contact. Content stays current because HR has full control to manage knowledge base articles and the publication process.
HR service reps stay focused on employee satisfaction because their dashboards show real-time satisfaction scores whenever an employee responds to a survey. The Case Closure survey updates the satisfaction scores on each rep’s dashboard. You’ll always know where to focus your resources in order to improve overall satisfaction scores thanks to the analytics found in the Survey reports. Configurable follow-up processes also give you insight and perspective to maximize satisfaction with your HR service delivery.
Well being at work for HR agents is a priority
HR teams managers increase well-being at work by configuring auto-routing rules for cases. Based on Artificial Intelligence, you can setup auto-routing rules according to HR agents’ workload, their competences, the neccesary time to answer the request, and many other criteria.
The objective is to increase well-being at work, promote diversity and reduce monotny!
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!
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.
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.