HR Case Management
HR Case Management gives agents the capability to efficiently manage and resolve all requests that come into the service center, thus reducing operational costs and improving employee satisfaction.
Capture, organize requests easily and efficiently
Storing all your data in a central place, accessible from any location and easy to use, our HR Case Management tool ultimately improves your HR Service Delivery.
The HR Shared Service Center is the classic example of an organization that’s asked to do more work with fewer resources. Fortunately, the HR Case Management module in HR Power gives agents the capability to efficiently manage and resolve all requests that come into the service center, thus reducing operational costs and improving employee satisfaction.
HR Case Management Benefits
- Lower operational costs
- Secured place to store your data
- Increased employee satisfaction
- 75% higher productivity HR Processes
- Improved SLA compliance
- And much more…
Download White Paper on The 5 C’s of Case Management
Learn more about how our HR Case Management software can reduce administrative task time to help you focus on strategy, and improve your HR Service Delivery with our whitepaper.
HR Case Management Key Features
- Designed to accommodate high volumes of case data to support large global service center environments. to store your data
- Track progress of individual tasks within cases
- Automatically transfers workloads to specific agents to maintain a balanced workload
- All requests are converted to cases and presented within a single dashboard view. SLA compliance
- Real time access to documents, unstructured data, media
Additional HR Modules
The Case Management module fully integrates with the entire HR Power platform, including its HR Self Service Portal, HR Case Management and HR Knowledge Base components. The BPM solution provides tools to Design, Test, Publish, Analyze and Optimize complex HR processes as efficient, automated services.
- Knowledge Base
- Advanced BPM
- Self-Service Portal
- Business Intelligence
- Service-Level Agreement
- Satisfaction Survey
- Neocase Connect
- Email Management
- Live Chat
- Document Management
- Real-Time Dashboard
Agents can access policy information in context, with less effort. The Knowledge Base plays a major role in HR Service Delivery. In fact, for many of the productivity gains that a Shared Service Center sets out to achieve, it relies on the Knowledge Base to deliver. The Knowledge Base in HR Power delivers over 80% Tier 0 Resolution rate.
Advanced Business Process Management
Advanced Business Process management The Advanced Business Process Management module in HR Power provides the tools to design, test, publish, analyse and optimize these complex processes as complete, efficient, and automated services.
Employees, Managers and HR Business Partners have access to the capabilities and information that makes each of them self-sufficient and productive. The Portal can be accessed from anywhere, at any time from virtually any device including tablets and smartphones. The personalization, configurability and accessibility of the Portal make it a practical and convenient tool for everyone involved.
The Business Intelligence module enables you to monitor, manage and systematically improve the value delivered by your service center, through real-time interactive dashboard displays, a suite of several dozen Performance Analysis Reports, a custom Report Builder, and Advanced Business Intelligence tools.
Proactive SLA Management
Meeting and exceeding customer expectations is at the core of sound service delivery. That’s why Proactive SLA Management is at the core of HR Power. SLA’s can be designed and configured according to a variety of criteria, including Process, Employee, Business Unit and Company.
The business of HR Shared Services is based upon two primary objectives: reducing the cost of service delivery, and increasing employee satisfaction. Measure employee satisfaction by configuring and distributing satisfaction surveys with the Neocase HR Power Satisfaction Survey module.
Neocase Connect seamlessly integrates with ERP and third party point solutions through a variety of methods including API’s, web services, ESB connectors, Single Sign On and user interface integration.
The Email Management module in HR Power includes a Rules Engine for processing inbound emails, and Email Template tools that dramatically improve agent efficiency, and employee experience through higher quality, consistent communication. Configurable email templates and rules automate outbound email communication, improving both consistency and efficiency.
Customers and suppliers enjoy the convenience of engaging directly with live agents through on-line chat. The Live Chat module in HR Power delivers consistency through tight integrations to the Employee Record, Case Management, Knowledge Base and Survey modules.
Neocase connectors automatically file documents collected within the case management process into enterprise document management (EDM) or ERP systems.
Graphic SLA-oriented dashboards organize and pre-prioritize cases so agents can stay organized and focus on the right cases, completing them before their deadlines.