How a Global Financial Services Group Managed HR Crises with Neocase HR

Scalable HR Technology for Global Organizations

Neocase provides robust and flexible HR solutions tailored to the needs of large international companies. This case study showcases how a major global financial institution leveraged Neocase’s HR Service Delivery platform to manage HR operations and respond to a global health crisis with agility and precision.

HR Challenges Faced by Global Companies

Enterprises operating across multiple regions face challenges such as:

• Disconnected HR tools
• Inconsistent employee experience
• Difficulty managing and measuring SLAs
• Lack of centralized knowledge bases

Before adopting Neocase, this global financial services firm relied on PeopleSoft as its core HRIS but had no centralized platform for handling employee HR requests. Knowledge articles were scattered, and HR teams were overwhelmed by manual tasks.

Their goal: improve employee experience and free HR teams to focus on strategic initiatives by automating repetitive processes and unifying their service delivery.

Fast and Iterative HR Transformation

The organization chose Neocase in 2018 to centralize and automate its HR service operations. With Neocase’s agile implementation approach, the team deployed the solution in two phases and quickly started seeing results.

“We went live in two waves and were very successful.”
— John A., Program Manager

Neocase enabled the company to streamline global HR workflows, build a unified knowledge base, and track SLA performance—all from a single platform.

Responding to the COVID-19 Crisis with Agility

In early 2020, the COVID-19 pandemic introduced urgent and unprecedented HR challenges:

• Tracking suspected and confirmed employee cases
• Managing return-to-work protocols
• Coordinating global response teams
• Communicating critical updates rapidly

Using Neocase, the HR team was able to configure new crisis response processes in-house, with no external development.

“We created the necessary data fields in our case management tool—quickly and seamlessly.”
— John A.

They also launched a 24/7 HR First Alert Team, led by Jane B., Global HR Operations Manager, to respond to employee cases. With the automation in place, they reduced their crisis meetings from daily to twice a week—saving time while maintaining operational control.

Automating Crisis Workflows with No-Code Configuration

Within hours, the company added a “Coronavirus Intake” tab to its general HR request form. This allowed HR to:

• Track employee exposure
• Route cases based on urgency and location
• Ensure compliance with local health regulations

Thanks to Neocase’s drag-and-drop workflow builder, the HR team could build and adjust processes autonomously.

“I can make changes tonight that will be ready for tomorrow.”
— John A.

Centralizing Communications and Reporting

Neocase’s email-to-case functionality allowed the HR team to convert incoming messages into cases, preserving full communication history in one place.

Daily and custom reports were used to:

• Track pandemic-related cases by region or business unit
• Share insights with HR and executive teams
• Enable data-driven decisions in real time

Looking Ahead: Digital HR Innovation

Today, the company continues to evolve its HR capabilities with Neocase by exploring:

• The Employee Document Management (EDM) module for secure, centralized document storage and compliance tracking
• Integration with chatbots and collaboration platforms (e.g. Microsoft Teams, Slack) for 24/7 employee support and self-service

Why Neocase?

Neocase empowers HR teams with:

• Rapid configuration (no coding skills required)
• Agility in crisis response
• Scalable automation across global operations
• Intuitive self-service for employees

“You don’t need to be a coding genius. It’s configuration work—and it’s fast.”
— John A.

Whether your HR organization is facing a global crisis or planning for long-term transformation, Neocase provides the flexibility and speed you need to stay resilient.