Stop Using your IT Help Desk for HR Purposes!

www.lbisoftware.com

LBi HR Help DeskWebinar Series

HR vs IT Help Desk Comparison

Presented by:Howard Kaplan – Director of Business Development

[email protected] 516-921-1500 ext. 135

Agenda

• LBi Overview• HR vs IT Help Desk Comparison• HR Help Desk Overview– Technology– Reporting & Analytics

• HR Help Desk Demonstration• Wrap Up

LBi Software

• Established 1982– We partner with you – your success is our success

• Primary Focus on Human Capital Mgmt (HCM) Solutions for the Enterprise– Legacy in custom HCM development– Custom & packaged solutions

• IVR/CTI/Speech Recognition expertise• Mission/Business Critical solution delivery

HR vs. IT Help Desk Comparison

• HIPAA, PHI, PII, Safe Harbor compliant– “Fines can be up to $250,000 for violations or

imprisonment up to 10 years for knowing abuse or misuse of individual health information”.

• Private Interactions/collaboration

• Confidential case visibility– Protected Access– Restricted Group Access

Security, Privacy, Confidentiality


• HR documentation in a searchable wiki KB• HR centric workflow– Custom Tasks– Escalations– Reassignments– Overdue notifications

• HR centric reporting/KPI’s (morale, performance)• User selected preferred response method


• Maintain non-employee records (1099’s, retirees, terminated workers, family members, etc.)

• Social Media Integration• Integration to benefit enrollment systems• One-click link to employee records in payroll

systems, talent management systems, etc.

Critical Features

• Document Repository/Library• Auto send reports to user defined

distribution lists• Email case creation (with add

attachments feature)

X

• Build Common Problems KB (FAQ) on the fly

Critical Features

• Simplified to-do list filtering

Critical Features

• Schedule HR user absences and auto re-assignments• Employee search by name, sounds like, SSN, ID#,

etc.• Case aging by day or hour, and include/exclude

weekends & user defined holidays• Permanent audit trail (no case info is EVER deleted)

• Simple employee portal UI & mobile access– Search KB– Review past & open cases– Create new case

LBi HR Help Desk Technology

• Multi-platform architecture• On premise or hosted deployment– Single Tenant architecture – for security every

install stands alone– SaaS (monthly) or Perpetual License (purchase)

• Multi-Language

LBi HR Help Desk Technology

• Developed in J2EE• 100% Web based

– Any browser (IE, Firefox, Chrome, etc.)– Mobile version for iPhone/iPad, Android native browsers– No controls to install (Flash, ActiveX, Silverlight, Java Applets, etc.)

• Single Sign-on support• Supports multiple databases

– MySQL– Oracle– DB2– Microsoft SQL Server

• Supports multiple OS’s– Linux/Unix– Windows Server– Solaris

/ / / /

HR Help Desk Case Entry Options

Flexible Employee Access

Secure Web Portal Access

Email generated cases Include attachments Formatted email text or

email forms

Phone – CTI/IVR Calls auto routed to CSR

computer screen & phone Ticket created via voice

response and dialtone commands

Build Your Own Report Library

Schedule reports to run& select recipients

HR Help Desk Data Export

Easy data extractionTurn report data into actionable analytics:

Excel Pivot Tables & Charts

Other analytic programs Data extraction for non-technical users

direct from every report screen

HR Help Desk Executive Dashboard

What Our Customers Are Saying

“We implemented this LBi HR Help Desk in a large organization with users in 50 states and several countries. Employees were able to utilize the product with no training and had seamless interaction with the on-line product right from the start. Administration of the system was very simple, easy to navigate and easy to understand. LBi team was professional, timely and experts in understanding our needs and system requirements. Great experience with product and company, would use again. ”Erin Quinn – General Dynamics

www.lbisoftware.com

Demonstration

HR Help Desk Summary

• Secure and Confidential Communications• Conform to Government Regulations• Save Time and Money• Improve Employee Satisfaction and Engagement• Consistent Adherence to Policies Across Business Units• Rapid Case Search and Retrieval• Powerful Reporting & Analytics Provide Valuable Insights