Overview

The Access Group is one of the leading business management software providers for small and mid-sized organizations in the UK, Ireland, and Asia Pacific. They have currently more than 7 000 employees.

As a partner, The Access Group wanted to use the Neocase solution for their own needs and more precisely for employees’ requests.

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Countries

+10

ico_services

Industry

Technology

Employees

+ 7000

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Regions

UK, Ireland & Asia Pacific

Results

Centralization of all HR requests for managers.

Employee satisfaction improved with a single point of access.

Promote employee autonomy thanks to the implementation of a Knowledge Base.

Quick implementation in 3 months.

+70 % of employee’s access to Neocase.

30% of employee requests have a Tier 0 resolution.

Easier case management thanks to prioritization of incoming cases.

80% of the frequently asked questions can be answered by employees or managers by themselves.

Harriet Oswick Photo
  • “With Neocase, we find it a lot easier to set SLAs , prioritize workload and get back to employees and look at efficient manner, timely manner.”

  • “Employees let us know with amazing feedback that they’ve been happy with the process.”

Harriet Oswick / Employee Success Assistant, The Access Group
Naomi Whitaker photo
  • “Neocase enables us to have an effective shared service operation. It enables me to see where we need to focus our time for our employees.”

  • “One of the main reasons that we chose Neocase is because of the strong relationship that we have with PeopleXD and Neocase. By working together, we have a great case management system. It was cost-effective and the speed of implementation was really great. Then, the integrations were there and really effective. So made it really easy to do.”

Naomi Whitaker / Head of Employee Platforms, The Access Group
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Solution

Requirements

  • Implement a white-label solution for managing employee requests.
  • Manage prioritization and routing depending on the topic of the request, with an unlimited capacity of categorization.
  • Provide a complete and dynamic overview of HRSD team activities.
  • Streamline the different channels of employee requests (phone, email, paper…).
  • Improve processing times between HR agents and employees by using scripts and templates.
  • Offer a Knowledge Base adapted to employee profiles (location, role, etc.), including line managers and updated internally.
  • Set different service levels depending on category and priority of the request.
  • Implement HR processes common to all business units in an expansion context.

Are you ready to get started?

Do you want to delight your employees with a consumer-grade experience, increase service delivery productivity and spend more time on strategic initiatives?

Contact us now