• EE made significant improvements to Case Management & Employee Satisfaction whilst making huge savings with Neocase HR Power

At a glance

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Telecommunication

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United Kingdom

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15,000 Employees

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£175,000 annual savings

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.

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

Solution

Seamless integration, flexible, intuitive

The uncomplicated 2/3 tier support model of Neocase HR Power is supported by an automated workflow, driven by an intelligent routing engine, an event & business rules engine, and a timeline that supports SLA.

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

 

Hear what they say

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“So far we’ve managed to achieve a 60% reduction in cases and 30% reduction in costs and have managed to keep our queries and our cases at first contact with 95% remaining at Tier 1 without referral to our Tier 2 specialists.”

 

Karen Gusterson — Director, HR Operations.

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