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Charles Fusco, McKesson Jody Davison, McKesson Bryan Hinz, Apex IT
McKesson uses Oracle’s
PeopleSoft HR Help Desk to
Deliver “Human Resources
Even Better”.
Who is McKesson?
What business needs were we trying to meet?
McKesson forms a partnership with Apex IT
Human Resources Even Better (HREB) Deployment & Demonstration
Results achieved and lessons learned
A Look to the Future
Discussion Topics
Who is McKesson?
5/22/2012 3
$112 billion in revenues • Fortune 14
• Headquartered in San Francisco
• More than 36,000 employees
• 2 segments: Distribution Solutions
and Technology Solutions
• Founded in 1833
Technology
Solutions
• #1 pharmaceutical distributor in U.S. and
Canada
• #1 generics distributor
• #2 in specialty distribution and services
• #1 in medical-surgical distribution
to alternate care sites
• 2,700+ Health Mart retail pharmacy franchisees
• Comprehensive retail information systems and
automation offerings
• Serve 50% of all U.S. hospitals
• Leader in clinical, revenue cycle, and resource
management solutions
• Leading claims processing and connectivity
business
• 100,000+ physician customers
• #1 in hospital automation
• #1 in medical management software and services to
Payers
Distribution
Solutions
Who is McKesson?
Pharmacies Healthcare Providers
Payors Manufacturers Consumers
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Transforming HR from a highly decentralized function to a center-led, collaborative, integrated and business aligned model.
Use of technologies to support a Shared Service within a virtual call center environment.
Scalable to be better positioned for a constantly changing business environment.
Creating consistent, repeatable and measurable delivery of HR Services.
Leveraging technology that supports best practices and improves efficiency.
Emphasizing interaction resolution via Self-Service.
Centers of
Expertise
Business
Partners
HR Shared
Services
McKesson
What business needs were we trying to meet?
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Who is Apex IT? Customers
Apex IT’s HR Service Delivery practice is
focused on HR Help Desk and its intersection
with key areas of the Shared Service Model
n Ora Platinum Certified Advantage
Partner
Full service consultancy – supporting the entire
application implementation continuum – from
strategy development and implementation, to
training and support
Oracle’s strategic partner for product positioning,
demonstration, quantifying value via business
cases/ROI and Oracle’s Insight process
Member of Oracle’s PeopleSoft HRHD Advisory
Board
HR Shared Services Knowledge Portal
Quarterly Apex IT HR Help Desk User Group
Services and Expertise
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The Request to Resolve Process
Phone
Chat
Web Self
Service
Productivity Diagnosis Analysis
Interactive
Reports
Knowledge
Management
Active
Analytics
Framework
Quick
Codes
360 Degree
View of
Employee
Case
Creation
360
Degree
View
Diagnose &
Close Case
System
Directs
Inquiry
Emp
Self-
Serv
ice
MultiC
hann
el Co
mmun
icatio
ns
Closure
Closure
HelpDesk for Human Resources
CTI
Analyst
Engages
Case
Mgmt
HR Action
Links
Human Resources (PeopleSoft, EBS) Integration
Analyze
Workforce Comm’s
Surveys
Crystal
Reports
OBIA
Who is Apex IT?
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HR Even Better (HREB)
Telephony HR Portal Help Desk Imaging PeopleSoft
HRMS Upgrade
Technology solutions are inter-related
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HR Even Better Deployment
When our employees, managers, or business partners need
help from our new HR shared services they will have multiple
options to request such support
Dial the call center number
Submit a request via the web.
Conduct a live chat session with an agent.
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Now, time for a system demonstration ..
HR Even Better Deployment
Our agents can support such service requests through various tools
Telephony solution routes calls based on user selection
and agent skills, automatically “pop’s up” HR Help
Desk 360 view of caller showing employee details
need to answer questions promptly.
HR Help Desk workflow allows cases submitted vie self
service to be routed and managed efficiently by
agents.
Agents can Conduct a live chat session via HR Help
Desk with requestors seeing employee information,
allowing URL pushes to present content as well as
text. All details are easily recorded in the cases via
chat logs.
Now, time for a system demonstration ..
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Results Achieved-Early Measurements
11 5/22/2012
Chat 648 5%
Email 771 6%
Fax 14 0%
Paper Doc 23 0%
Phone 9112 75%
Walk Up 88 1%
Web Case 1594 13%
Volume—Cases by Week
Contact Methods
Results Achieved-Early Measurements
12 5/22/2012
0
200
400
600
800
1000
1200
1400
1600
Closed
Open
Open/Closed Ratio
□Total Closed- 96%/8,092 cases □ Total Open- 4%/ 349 cases
Results Achieved-Early Measurements-Client Satisfaction
13 5/22/2012
The overall quality of my Live Chat (instant messaging) interaction with the HRSC was excellent.
0
10
20
30
40
50
60
1
3
12
38
5
4
3
2
1
90% Satisfied
CHAT
Results Achieved-Early Measurements-What are our Clients saying?
14 5/22/2012
It was my first time to use the Live Chat feature and was amazed how fast the response time was. Within seconds, I was connected with HR Expert.
Went very
smoothly,
excellent, timely,
and friendly
communication
from HR Expert.
CHAT
WEB
CASES
Time to Resolve
First Time Resolution
Trending by day, time and month
Usage trending by Business Unit
Continued Client Satisfaction
Results Achieved-Future Measurements
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Lessons Learned • Stay vanilla, minimize customization.
• Keep HRHD drop down values to a minimum—less is more at first.
• Manage scope creep.
• Transitioning to Chat was a challenge doing it simultaneously with other new technologies. Understand readiness of users and agents.
• Allow sufficient time for new technology/process training for agents.
• Practice, practice, practice! Recommend using Pilot period if possible.
• Understand you company’s culture and manage accordingly.
16 5/22/2012
More Automation
Automated e-mail templates
ERMS (e-mail response)
Agent, manager and leader dashboards
Scripts functionality
Implement Details for improved Reporting
Implement Service Level Agreements
A Look to the Future
5/22/2012 17
5/22/2012 18
Contact Information
Charlie Fusco
Jody Davison
Bryan Hinz
612.964.5596
Please fill out a session evaluation!
5/22/2012 19
