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In this session you will learn how to free up critical HR resources for more strategic projects while improving the response rate to employee issues and accuracy of information. You will see how web based self-service and case management technologies (CaseManager from LBi Software) are employed to log, track, and facilitate the resolution of employee queries, while dynamically building a searchable knowledge base to act as a repository of information for use with future queries. Session Objectives: -Review key features for automated HR help desk -Show integration of knowledge base and help desk -Demonstrate ease of use of self-service technologies
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www.LBiSoftware.com
Leveraging Your PeopleSoft HCM System to Create a World
Class HR Help Desk
Presented By:Presented By:
Howard KaplanHoward Kaplan
Director of Business DevelopmentDirector of Business Development
LBi SoftwareLBi Software
www.LBiSoftware.com
AgendaAgenda
LBi IntroductionLBi Introduction Making the Case for HR Help DeskMaking the Case for HR Help Desk LBi CaseManager SummaryLBi CaseManager Summary CaseManager DemonstrationCaseManager Demonstration Q&AQ&A
www.LBiSoftware.com
LBi SoftwareLBi Software Established 1982Established 1982
Profitable, no debtProfitable, no debt
Primary Focus on HCM SolutionsPrimary Focus on HCM Solutions Legacy in custom HCM developmentLegacy in custom HCM development Custom & Packaged solutionsCustom & Packaged solutions Extensive experience in Call Center Extensive experience in Call Center
ApplicationsApplications Over 10 years of experience with Over 10 years of experience with
PeopleSoft, Oracle, JD Edwards SoftwarePeopleSoft, Oracle, JD Edwards Software Large Enterprise solution developmentLarge Enterprise solution development
www.LBiSoftware.com
LBi SoftwareLBi Software Web 2.0 Development expertiseWeb 2.0 Development expertise
IVR/CTI/Speech Recognition IVR/CTI/Speech Recognition expertiseexpertise
Mission/Business Critical solution Mission/Business Critical solution deliverydelivery
www.LBiSoftware.com
LBi Packaged LBi Packaged ApplicationsApplications
CaseManagerCaseManager - - a browser-based help desk a browser-based help desk and knowledgebase application for managing and knowledgebase application for managing and tracking employee payroll and benefit and tracking employee payroll and benefit issues issues
At-TracAt-Trac - - an application for entering and an application for entering and managing employee attendance and absence managing employee attendance and absence information information
On-line Benefit EnrollmentOn-line Benefit Enrollment - - Online Online enrollment that allows employees to manage enrollment that allows employees to manage their annual benefit selections in a paperless their annual benefit selections in a paperless environment environment
Employee Self-Service PortalEmployee Self-Service Portal - - a self- a self-service application that gives employees service application that gives employees instant access to their own individual data instant access to their own individual data and corporate informationand corporate information
Built on 20+ years experience in Human Resources
www.LBiSoftware.com
It’s the People, not the It’s the People, not the ProductProduct
Customer centric organizationCustomer centric organization 10+ year average employee tenure with LBi10+ year average employee tenure with LBi Average 15+ years experience in HCM Average 15+ years experience in HCM
solution deliverysolution delivery Team cultureTeam culture
Cross functional rolesCross functional roles We partner with you to ensure successWe partner with you to ensure success
Execution – planning & attention to detailExecution – planning & attention to detail Focus on the business needs of all stake holdersFocus on the business needs of all stake holders Phased approach – success at every stagePhased approach – success at every stage Delivery on time, within budgetDelivery on time, within budget Post Mortem solution analysis and optimizationPost Mortem solution analysis and optimization
www.LBiSoftware.com
Why Web Based Self-Why Web Based Self-Service?Service?
Potential for greatest ROIPotential for greatest ROI Reduces calls/visits to HRReduces calls/visits to HR
Questions answered onlineQuestions answered online Better communicationsBetter communications
Less confusion, fewer questionsLess confusion, fewer questionsBetter decisionsBetter decisions
24/7 Convenience24/7 ConvenienceOnline hand books and guidesOnline hand books and guidesOnline formsOnline forms
www.LBiSoftware.com
Benefit Administration Benefit Administration TrendsTrends
All statistics from Deloitte study: 2008 Top Five Total Rewards Priorities Survey
www.LBiSoftware.com
Self Service TodaySelf Service Today Used to be “nice-to-have”Used to be “nice-to-have” Today it is requiredToday it is required
BankingBanking Shopping Shopping ResearchResearch
For Customers & EmployeesFor Customers & Employees AdvantagesAdvantages
ConvenientConvenient Self-pacedSelf-paced Multiple searchable knowledgebasesMultiple searchable knowledgebases
Information at your fingertipsInformation at your fingertips
www.LBiSoftware.com
Common Self Service Common Self Service AppsApps
Typical Self Service SolutionsTypical Self Service Solutions Compensation/PayrollCompensation/Payroll Attendance/Vacation Scheduling Attendance/Vacation Scheduling Help Desk Help Desk Development and Career OpportunitiesDevelopment and Career Opportunities Benefits Enrollment Benefits Enrollment
www.LBiSoftware.com
HR Help Desk CallsHR Help Desk Calls
0% 10% 20% 30% 40% 50% 60% 70%
Salary Benefits
Recruiting, Screening
Telecom Network
Telecom Equipment
Computer Software
Computer Hardware
Real Estate
Outsourced Calls
As seen in Customer Support Management, the “Cost per Call” can range from $3.00 - $12.00.
www.LBiSoftware.com
Increase EfficienciesIncrease Efficiencies Reduce Administrative CostsReduce Administrative Costs
Fewer callsFewer calls Fewer HR visitsFewer HR visits Eliminate printed forms/manualsEliminate printed forms/manuals
Improve Data Accuracy Improve Data Accuracy Improve Employee SatisfactionImprove Employee Satisfaction
Convenient access Convenient access More control More control Better serviceBetter service
Employee Self Service BenefitsEmployee Self Service Benefits
www.LBiSoftware.com
Return On InvestmentReturn On Investment
Reduces calls/visits to HR Reduces calls/visits to HR 24/7 convenience – on demand24/7 convenience – on demand
Queries answered onlineQueries answered online Costs up to 40% less than a call or visitCosts up to 40% less than a call or visit
Better communications make for better decisionsBetter communications make for better decisions Only 20% select new benefit optionsOnly 20% select new benefit options
Less confusion, fewer questionsLess confusion, fewer questions Knowledgebases, wikiKnowledgebases, wiki Online handbooks and guidesOnline handbooks and guides Online formsOnline forms
www.LBiSoftware.com
An HR help desk An HR help desk solutionsolution
KnowledgebaseKnowledgebase Built-in work flowBuilt-in work flow Integrates with your HRMSIntegrates with your HRMS Email integrationEmail integration Employee accessEmployee access Employee surveysEmployee surveys
www.LBiSoftware.com
CaseManager OverviewCaseManager Overview
Greatly improves Help Desk supportGreatly improves Help Desk support Tracks calls and issues to resolution Tracks calls and issues to resolution Streamlines workflowStreamlines workflow Automatic assignment and Automatic assignment and
escalation of casesescalation of cases E-mail integration – notifications and E-mail integration – notifications and
reminders reminders Integrated with your HR systemIntegrated with your HR system
www.LBiSoftware.com
CaseManager OverviewCaseManager Overview
Employee entry of cases, and case Employee entry of cases, and case history view history view
IVR/CTI SupportIVR/CTI Support Wiki KnowledgebaseWiki Knowledgebase Common Problems KnowledgebaseCommon Problems Knowledgebase
Build FAQs on the flyBuild FAQs on the fly Built for PeopleSoftBuilt for PeopleSoft
Optimized for additional ERP Optimized for additional ERP applicationsapplications
www.LBiSoftware.com
CaseManager DemonstrationCaseManager Demonstration
