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HR Help Desk


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Automating your HR Help Desk and HR Case Management

Automating your HR Help Desk and HR Case Management

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  • 1. LBi HR Help Desk Webinar Series Presented by: Howard Kaplan Director of Business Development
  • 2. Agenda• LBi Overview• HR Help Desk Overview – Differentiators – Technology – Reporting & Analytics – What’s New in 5.0• HR Help Desk Demonstration
  • 3. LBi Software• Established 1982 – Small and agile – Personal attention – Emphasis on quality, not volume – Strategic clients enjoy 1:1 account management• Primary Focus on Human Capital Mgmt (HCM) Solutions – Legacy in custom HCM development – Custom & packaged solutions• Over 13 years of experience with Tier 1 ERP
  • 4. LBi Software• Web 2.0 Development expertise• IVR/CTI/Speech Recognition expertise• Mission/Business Critical solution delivery
  • 5. LBi Packaged Applications Built on 20+ years experience in Human Resources• HR Help Desk - a browser-based help desk and knowledgebase application for managing and tracking employee payroll and benefit issues• Time & Attendance - application for entering and managing employee attendance, labor hours, and absence information• On-line Benefit Enrollment - Online enrollment that allows employees to manage their annual benefit selections in a paperless environment• Employee Self-Service Portal - a self-service application that gives employees instant access to their own individual data and corporate information
  • 6. HR Help Desk HighlightsAn HR-Specific helpdesk solution Confidentiality & Security 2 Knowledgebases+  Wiki KB  Common Problems KB  Extensive Case Search Document Repository Built-in work flow Custom & Standard Tasks Employee Interactions Integrates with your HRMS Email integration Employee surveys Executive Dashboard Very easy to use
  • 7. HR Help Desk Differentiators• Built specifically for HRIS integration• Unique hybrid packaged / customized solution – Feature rich – Designed from the ground up for rapid modification to exacting client needs• Scales to tens of thousands of users
  • 8. HR Help Desk Differentiators• Multi-platform architecture• On premise or hosted deployment• Multi-Language option• LBi depth of experience in large scale HCM deployments
  • 9. HR Help Desk Technology• Developed in J2EE• 100% Web based – Any browser (IE, Firefox, Chrome, etc.) – IPhone/IPad, Android native browsers – No controls to install (Flash, ActiveX, Silverlight, Java Applets, etc.) / / / /• Single Sign-on• Supports multiple databases – MySQL – Oracle – DB2 – Microsoft SQL Server• Supports multiple OS’s – Linux – Windows – Solaris
  • 10. HR Help Desk Case Entry OptionsFlexible EmployeeAccess Secure Web Portal Access Email:  Email forms  Formatted email text Phone – CTI/IVR  Calls auto routed to CSR computer screen & phone  Ticket created via voice response and dialtone commands
  • 11. HR Help Desk ReportingTurn one report into several:• Quick Answers• Urgent Cases• Overdue Cases• Closed Cases – By CSR/Agent – By Division – By Category – By Date Range Save custom filtered reports for later retrieval
  • 12. HR Help Desk Report ExportSave fully formatted reports in multiple file types
  • 13. HR Help Desk Data ExportEasy dataextractionTurn report data intoactionable analytics:  Excel Pivot Tables & Charts  Other Analytic programs  Data extraction for non-technical users direct from every report screen
  • 14. HR Help Desk Executive Dashboard
  • 15. What’s New in 5.0• Employee Interactions – Maintain the dialogue between employees & HR, and HR to HR• Document Repository – Store all HR documents for easy retrieval• Report Templates – Generate custom reports on the fly and save for local or system-wide access• Report Scheduler – Select frequency and create recipient lists• Custom Alerts – Send alerts specific to location and department• New Aging Options – Include/exclude holidays and weekends; age by day or by hour
  • 16. HR Help DeskDemonstration