HR Help Desk - HR Case Management

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LBi HR Help DeskWebinar ROI PresentationPresented by:Howard KaplanDirector of Business Developmenthkaplan@lbisoftware.com516-921-1500 x 135

AgendaLBi OverviewHR Help Desk OverviewDifferentiatorsTechnologyReporting & AnalyticsHR Help Desk DemonstrationWrap Up

LBi SoftwareEstablished 1982Small and agile Personal attentionEmphasis on quality, not volumeStrategic clients enjoy 1:1 account managementPrimary Focus on Human Capital Mgmt (HCM) SolutionsLegacy in custom HCM developmentCustom & packaged solutionsOver 13 years of experience with Tier 1 ERP

LBi SoftwareWeb 2.0 Development expertiseIVR/CTI/Speech Recognition expertiseMission/Business Critical solution delivery

HR Help Desk Highlights

An HR-Specific help desk solution

Confidentiality & Security 2 Knowledgebases+Wiki KBCommon Problems KBExtensive Case Search Document Repository Built-in work flow Custom & Standard Tasks Employee Interactions Integrates with your HRMS Email integration Employee surveys Social Media Integration

HR Help Desk DifferentiatorsBuilt specifically for HRIS integrationEmployee Self Service Automation systemsBenefit Enrollment systemsUnique hybrid packaged / customized solutionFeature richDesigned from the ground up for rapid modification to exacting client needsScales to tens of thousands of users

HR Help Desk DifferentiatorsMulti-platform architectureOn premise or hosted deploymentSingle Tenant architecture every install stands aloneMulti-Language availabilityLBi depth of experience in large scale HCM deploymentsGuaranteed performance

HR Help Desk TechnologyDeveloped in J2EE100% Web basedAny browser (IE, Firefox, Chrome, etc.)iPhone/iPad, Android native browsersNo controls to install (Flash, ActiveX, Silverlight, Java Applets, etc.)Single Sign-onSupports multiple databasesMySQLOracleDB2Microsoft SQL ServerSupports multiple OSsLinuxWindowsSolaris


HR Help Desk Case Entry Options

Flexible Employee Access

Secure Web Portal Access Email: Email forms with attachments Formatted email text Phone CTI/IVR Calls auto routed to CSR computer screen & phone Ticket created via voice response and dialtone commands

HR Help Desk ReportingTurn one report template into several reports:

Quick AnswersUrgent CasesOverdue CasesClosed CasesBy CSR/AgentBy DivisionBy CategoryBy Date Range

Save custom filtered reports for later retrieval

Build Your Own Report Library

Schedule reports to run& select recipients

HR Help Desk Report Export

HR Help Desk Data Export

Easy data extraction

Turn 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

Whats New in 5.0Employee Interactions Maintain and archive dialogue between employees & HR, and HR to HRDocument Repository Store all HR documents for easy search and retrievalReport Templates Generate custom reports on the fly and save for local or system-wide accessReport Scheduler Select frequency and create recipient listsCustom Alerts Send alerts specific to location and departmentNew Aging Options Include/exclude holidays and weekends; age by day or by hour


HR Help Desk BenefitsFewer calls into HRSave time and dollarsFree up resources for more strategic workCases resolved fasterConsistent adherence to company policies/proceduresGreater employee satisfactionEnhances Talent Management systemsEfficient case tracking and archivingLegal issues, disputes, harassment, etc.Adherence to government regulationsCase detail history reporting

What Our Customers Are SayingWe 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

What The Experts Are SayingUser Advice: It is tempting to assume that HR call center functionality needs can be met by IT ticketing systems, but privacy and security require specialized functionality Knowledge and policy management are vital for successful shared-service deployments, so ensure that you include these in your assessments

Business Impact: A poorly run shared-service center can derail the whole HR function. Building a stable foundation for improved HR administration can significantly cut HR costs, and will lead to better employee service. The effective deployment of these tools will help reduce HR administrative costs. Successful shared-service projects often lead to cost reductions of 30%.Gartner

What The Experts Are SayingThere is no longer any doubt that employee engagement yields a positive ROI. In its pioneering research into employee engagement, Gallup found that increasing employee engagement directly correlates with a positive effect on key business metrics.Gallup Consulting

What The Experts Are Sayingdeveloping and applying measurement strategies that ensure efficiency, effectiveness and business alignment is among the 10 best practices of high impact HR organizationsBersin & Associates (now Bersin by Deloitte)

ROI Analysis Tool

Fill in a few variables and the calculator will auto estimate your ROI after 3 years

Thank YouPresented by:Howard KaplanDirector of Business Developmenthkaplan@lbisoftware.com516-921-1500 x 135


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