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LBi HR HelpDesk:
FIVE FEATURES WITH PRACTICAL
BENEFITS FOR THE SMB USER
2
As the HR leader in a small or medium-size
business (up to 2,000 employees but generally
fewer than 1,000), you wear a l...
3
Without a centralized system, you need to
determine each step of the process every time.
You risk leaving people out of ...
4
3. Create an Integrated, Sophisticated Common
Problems Knowledge Base
LBi HR HelpDesk Pro and ProPlus include
a searchab...
5
5. Empower Workers with an Employee Self-
service Portal
Employees are increasingly expecting their
online interactions ...
About LBi Software: LBi Software provides precisely engineered, customer-focused human
resources technology solutions deve...
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HR Case Management: Five Features with Practical Benefits for the SMB user

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This is a quick guide to five practical features of LBi HR HelpDesk that can help make life better today for you, your staff, and your employees:

1. Interact Efficiently and Quickly with Employees and HR Staff
2. Easily and Confidently Ensure Privacy and Confidentiality
3. Create an Integrated, Sophisticated Common Problems Knowledge Base
4. Build a Continuously Expandable Document Repository
5. Empower Workers with an Employee Selfservice Portal

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Transcript of "HR Case Management: Five Features with Practical Benefits for the SMB user"

  1. 1. LBi HR HelpDesk: FIVE FEATURES WITH PRACTICAL BENEFITS FOR THE SMB USER
  2. 2. 2 As the HR leader in a small or medium-size business (up to 2,000 employees but generally fewer than 1,000), you wear a lot of hats. You probably have less staff and fewer dollars than you’d like. And it’s probably hard enough to manage the day-to-day realities of your job without trying to reach for such lofty HR goals as being a strategic business partner or aligning HR with the company’s business units. You need HR tools that will help you meet the challenges that you and your staff face every day. That’s what LBi HR HelpDesk is all about. This is a quick guide to five practical features of LBi HR HelpDesk that can help make life better today for you, your staff, and your employees. 1. Interact Efficiently and Quickly with Employees and HR Staff How much time do you spend — and lose — because you need to round up the documentation or information to respond to an employee request for assistance, decide who to bring into the loop next, and manually send out emails and attachments? HR Technology for the Real-life Challenges of SMB HR
  3. 3. 3 Without a centralized system, you need to determine each step of the process every time. You risk leaving people out of the communication chain, failing to include attachments, and simply not responding in a timely manner. LBi HR HelpDesk includes a quick and easy communication option for HR staff members to interact with and respond to employee inquiries, share documents, and communicate with others on the HR team. • An interaction can be initiated by an HR staff member or an employee. • Any interaction can be easily viewed in the platform’s Main Application, Employee Portal, and Email Notifications. • Any interaction can also include attachments from the LBi HR HelpDesk Document Repository. 2. Easily and Confidently Ensure Privacy and Confidentiality The last thing you need is for employees to distrust HR. It can happen when you don’t have a system in place to route confidential cases, such as harassment or manager-dispute cases, to strictly authorized personnel. It can also happen when you use a manual system that fails to ensure that you’re compliant with HIPAA, PHI, PII, and safe harbor regulations. You face fines of up to $250,000 for violations (and imprisonment of up to 10 years for knowingly abusing or misusing an individual’s health information). LBi HR HelpDesk includes features and tools that ensure privacy and confidentiality. Here are two examples: 1. The Case Visibility feature An HR manager or system administrator can assign a case to one of four levels: Normal, Protected, Confidential, or Group. This allows you to granularly restrict and authorize who is allowed to view a case, update it, or perform both actions. 2. The Employee Response feature Employees can designate how they want to be notified when a case is resolved or reopened: to their personal email address, in a letter mailed to their home, by phone, or in person.
  4. 4. 4 3. Create an Integrated, Sophisticated Common Problems Knowledge Base LBi HR HelpDesk Pro and ProPlus include a searchable knowledge base that ensures consistency throughout your organization. Employees and your HR staff will all be working from the same book all the time. LBi HR HelpDesk features include searchable answers and solutions to questions and concerns that have previously been addressed through the system. It’s a living library — a digital, online file cabinet of frequently asked questions and issue resolutions. The information in the Common Problems Knowledge Base can also be continuously updated, on the fly, using the “Submit as a Common Problem” option on the Case Entry screen. 4. Build a Continuously Expandable Document Repository Ask yourself this question: How many HR cases have you handled that could have been avoided or resolved more easily if you could have given the front-line employee or manager easy, direct access to current, accurate, and relevant information from the start? You don’t need to be an enterprise HR leader to be swamped with employee-related documents, forms, policies, benefits information, and similar items. LBi HR HelpDesk ProPlus adds a constantly growing and evolving document repository that will expand your organization’s knowledge base. You can use the repository to store and update standard forms and company documents that employees, HR staff members, and customer service representatives can access and download. These documents can be stored as part of a case and delivered to the employee as part of the LBi HR HelpDesk “Interactions” feature.
  5. 5. 5 5. Empower Workers with an Employee Self- service Portal Employees are increasingly expecting their online interactions at work to be as easy and personalized as their online consumer experiences. Online workplace applications — including HR programs — are now considered table stakes for businesses of all sizes to reach and support their employees. LBi HR HelpDesk Pro and ProPlus feature an Employee Self-service Portal that empowers employees, boosts engagement, and saves HR immense amounts of time. It puts important information at employees’ fingertips, reduces the need for phone calls or emails to HR, and increases employee satisfaction by providing a quick and easy way to resolve issues. The portal is automatically functional on employees’ machines without any software installation. The Employee Self-service Portal gives employees access to their own version of the LBi HR HelpDesk system. In addition to directly accessing the FAQ Knowledge Base, employees can: • View a history of their cases, including all questions, problems, or comments • Create new cases directly through the Web portal or by emailing the LBi HR HelpDesk system Within the Employee Self-service Portal is the Employee Interactions feature, which heightens the consumer-like experience of LBi HR HelpDesk. The Employee Interactions icon alerts the employee that they have unread communications related to a case and also shows a count of the total number of interactions associated with a case. Directly from the Employee Interactions button, the employee can: • View existing interactions (messages related to the case) • Create a new interaction • Attach or view documents
  6. 6. About LBi Software: LBi Software provides precisely engineered, customer-focused human resources technology solutions developed from more than 30 years of experience in HR technology and HR processes. Our flagship solution, LBi HR HelpDesk, is an innovative case manager and call-tracking workflow solution that creates a rich and powerful knowledge base on the fly, with a unique tiered pricing structure that appeals to organizations of any size. Our organic belief in — and solid reputation for applying — a true client-vendor partnership on every project ensures a highly configurable solution for businesses with as few as 50 employees or more than 50,000, always designed to put the power in the hands of the employee. In addition, every LBi project is supported by our rich experience and expertise in Mobile Development, Business Intelligence, Data Warehousing, Reporting, and Analytics.
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