• Société Générale’s HR Shared Services Center is forging a new path to excellence with Neocase HR Power

At a glance

Banking

77 Countries

160,000 employees

Over 85% Employee Satsifaction

Overview

Société Générale is one of the largest European financial services groups. Based on a diversified universal banking model, the group combines financial solidity with a strategy of sustainable group. Its 160,000 employees based in 77 countries service more than 33 million clients throughout the world on a daily basis.  To respond to the demands of operational efficiency and cost control, companies are now setting up shared services centers. Société Générale chose Neocase HR Power for its HR SSC to personalize the relationship with employees and thus make gains on both quality and efficiency.

Challenge

To substantially improve the efficiency of support within the HR Shared Services Center and employee satisfaction.

Over the 9 years it has existed, Société Générale’s HR SSC has followed a cycle of optimization. The richer the experience grows over the years, the harder efficiency gains are to achieve.

Requirements

Operational excellence and cost control

Manage, automate and measure the processes for inquiries made by staff to the HR SSC.

Solution

Neocase HR Power, open to staff and
to Human Resources Business Partners,
with special emphasis on managing service
level agreements

  • A solution dedicated to specific Human Resources
    requirements
  • A multi-channel single point of contact (telephone, self-service,
    e-mail)

Results

Professionalization of employee assistance
and 30% more inquiries handled with the same number of staff

Stéphane Mignola, says: “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.”

 

Hear what they say

 

“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 clients
to give them the visibility they need to manage their business.”

Stéphane Mignola — Payroll and
Administration Director

Additional Success Stories

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