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Leveraging Your PeopleSoft HCM System to Create a World Class HR Help Desk
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Leveraging Your PeopleSoft HCM System to Create a World Class HR Help Desk

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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 …

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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  • 1. Leveraging Your PeopleSoft HCM System to Create a World Class HR Help Desk Presented By: Howard Kaplan Director of Business Development LBi Software www.LBiSoftware.com
  • 2. Agenda www.LBiSoftware.com  LBi Introduction  Making the Case for HR Help Desk  LBi CaseManager Summary  CaseManager Demonstration  Q&A
  • 3. LBi Software www.LBiSoftware.com  Established 1982  Profitable, no debt  Primary Focus on HCM Solutions  Legacy in custom HCM development  Custom & Packaged solutions  Extensive experience in Call Center Applications  Over 10 years of experience with  PeopleSoft, Oracle, JD Edwards Software  Large Enterprise solution development
  • 4. LBi Software  Web 2.0 Development expertise  IVR/CTI/Speech Recognition expertise  Mission/Business Critical solution delivery www.LBiSoftware.com
  • 5. LBi Packaged Applications Built on 20+ years experience in Human Resources  CaseManager - a browser-based help desk and knowledgebase application for managing and tracking employee payroll and benefit issues  At-Trac - an application for entering and managing employee attendance 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 www.LBiSoftware.com
  • 6. It’s the People, not the Product  Customer centric organization  10+ year average employee tenure with LBi  Average 15+ years experience in HCM solution delivery www.LBiSoftware.com  Team culture  Cross functional roles  We partner with you to ensure success  Execution – planning & attention to detail  Focus on the business needs of all stake holders  Phased approach – success at every stage  Delivery on time, within budget  Post Mortem solution analysis and optimization
  • 7. Why Web Based Self-Service?  Potential for greatest ROI  Reduces calls/visits to HR Questions answered online  Better communications Less confusion, fewer questions Better decisions  24/7 Convenience Online hand books and guides www.LBiSoftware.com Online forms
  • 8. Benefit Administration Trends All statistics from Deloitte study: 2008 Top Five Total Rewards Priorities Survey www.LBiSoftware.com
  • 9. Self Service Today  Used to be “nice-to-have”  Today it is required www.LBiSoftware.com  Banking  Shopping  Research  For Customers & Employees  Advantages  Convenient  Self-paced  Multiple searchable knowledgebases Information at your fingertips
  • 10. Common Self Service Apps  Typical Self Service Solutions  Compensation/Payroll  Attendance/Vacation Scheduling www.LBiSoftware.com  Help Desk  Development and Career Opportunities  Benefits Enrollment
  • 11. HR Help Desk Calls Outsourced Calls Real Estate Computer Hardware Computer Software Telecom Equipment Telecom Network Recruiting, Screening 0% 10% 20% 30% 40% 50% 60% 70% www.LBiSoftware.com Salary Benefits As seen in Customer Support Management, the “Cost per Call” can range from $3.00 - $12.00.
  • 12. Employee Self Service Benefits  Increase Efficiencies  Reduce Administrative Costs www.LBiSoftware.com  Fewer calls  Fewer HR visits  Eliminate printed forms/manuals  Improve Data Accuracy  Improve Employee Satisfaction  Convenient access  More control  Better service
  • 13. Return On Investment  Reduces calls/visits to HR  24/7 convenience – on demand  Queries answered online  Costs up to 40% less than a call or visit  Better communications make for better decisions  Only 20% select new benefit options  Less confusion, fewer questions  Knowledgebases, wiki  Online handbooks and guides www.LBiSoftware.com  Online forms
  • 14. www.LBiSoftware.com An HR help desk solution  Knowledgebase  Built-in work flow  Integrates with your HRMS  Email integration  Employee access  Employee surveys
  • 15. CaseManager Overview  Greatly improves Help Desk support  Tracks calls and issues to resolution  Streamlines workflow  Automatic assignment and escalation of cases  E-mail integration – notifications and reminders  Integrated with your HR system www.LBiSoftware.com
  • 16. CaseManager Overview  Employee entry of cases, and case history view www.LBiSoftware.com  IVR/CTI Support Wiki Knowledgebase  Common Problems Knowledgebase  Build FAQs on the fly  Built for PeopleSoft  Optimized for additional ERP applications
  • 17. CaseManager Demonstration www.LBiSoftware.com