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SAP Employee Interaction Centre

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SAP Employee Interaction Centre SAP Employee Interaction Centre Presentation Transcript

  • SAP HCM Service Delivery The Employee Interaction Center (EIC) in mySAP ERP 2005
  • Introduction into HCM Service Delivery Employee Interaction Center with mySAP ERP Solution Offering Providing value to your business Contact information
  • Introduction into HCM Service Delivery Employee Interaction Center with mySAP ERP Solution Offering Providing value to your business Contact information
  • Why HCM Service Delivery? mySAP ERP HCM Service Delivery will enable everyone to be efficient by providing technology increase the value and quality of services by reducing the costs of delivery © SAP AG 2005, mySAP ERP / 4
  • Customer Pain Points Paper-based processes Services are not fully automated end-to-end Services can‘t be accessed easily Services can‘t be accessed by everyone No insight to processes and request handling © SAP AG 2005, mySAP ERP / 5
  • How does HCM fit into your business? Event Result Access Service and Requestor Receiver Channel Content Employee Phone Administrative HR Expert Services Strategic Manager Mail Services Service Center Kiosk Analytics Manager External Portal Information © SAP AG 2005, mySAP ERP / 6
  • Building Blocks of HCM Service Delivery Solution Offering Event Result Self- Services: Direct ESS, Access Channel MSS, HR etc. Admin Employees HCM HCM Processes and Forms Data Managers Applicants Retirees Employee Interaction Center Remote HR © SAP AG 2005, mySAP ERP / 7
  • Introduction into HCM Service Delivery Employee Interaction Center with mySAP ERP Solution Offering Key Features Providing value to your business Contact information
  • EIC Business Process Flow Notify Employee Contact EIC Log Activity 6 6 Employee 1 1 Accept Contact Employee Interaction Center 5 5 Process Identify 2 Request EIC Agent 2 Employee 4 4 3 3 © SAP AG 2005, mySAP ERP / 9
  • EIC Business Process (Scenario Example) Adam (an employee) has a question about the upcoming benefits Adam enrollment successfully completes his benefits He is traveling on enrollment. business and cannot access Employee Self- Service. The EIC Agent emails the requested policy information to Adam. Adam calls the Employee Interaction Center for assistance. The EIC Agent The EIC Agent reviews accesses the Adam‘s employment knowledge database to status and prior search for available interaction history. benefit packages. © SAP AG 2005, mySAP ERP / 10
  • EIC in mySAP ERP: Technology EIC in mySAP ERP is part of the HCM Shared Service Solution in mySAP ERP 2005 EIC in mySAP ERP uses the newest SAP Interaction Center technology (originally developed by CRM) but now available in Netweaver 2004s for ERP: Interaction Center WebClient (IC WebClient) IC WebClient has a web-based user interface built on Business Server Pages EIC in mySAP ERP delivers ´out-of-the-box` integration into HCM business processes and Portal Roles © SAP AG 2005, mySAP ERP / 11
  • Introduction into HCM Service Delivery Employee Interaction Center with mySAP ERP Solution Offering Providing value to your business Contact information
  • Interaction Center Web Client Employee Interaction Center: Employee Search Employee Profile Authentication Service Activity Contact and Activity Management Notepad Follow-up Activity; business workflow Interaction History Knowledge Search Solution Database TREX Search Engine HR Data Display/Change HR Master data (ERP back-end) Agent Inbox Central repository for work items © SAP AG 2005, mySAP ERP / 13
  • EIC Agent Desktop - User Interface Title Bar Employee Info Toolbar Scratch Pad Communication Info Navigation Bar Workspace © SAP AG 2005, mySAP ERP / 14
  • Current Solution for Interaction Center WebClient Integrated Communication Interface (ICI) Active Contact Push for Telephony Email Agent Inbox Contact Pull Email based on SAPConnect Web-Request © SAP AG 2005, mySAP ERP / 15
  • Multichannel Options for EIC mySAP ERP EIC mySAP ERP EIC Contact Pull Contact Push (Agent Inbox) Integrated Communication SAPconnect, Workflow Interface ICI Connector Communication Management Software Phone E-Mail Chat E-Mail Web-Request © SAP AG 2005, mySAP ERP / 16
  • Employee Search: Key Features Employee Search Manual Search by Employee name, SSN, Personnel Identification Number Automatic profile match up with communication data (0105) via communication software (CTI) Employee Search Results with multiple hits list, contacts and detailed view View employee details and profile data (name, address, hire date, contact information…) Authentication and password confirmation © SAP AG 2005, mySAP ERP / 17
  • Service Activity Service Activity Used to quickly document employee requets Activity can be categorized (2 levels) Priority, Status, Description Can have several contacts Notes (including logging information: Who added/changed when a specific note) Last Activities Show most recent activities of the current employee Activity Search Allows the agent to search for any or all activities with an employee Follow-Up Allows forwarding inside the EIC (Agent Inbox) or outside (HR Administrator) Based on mySAP Business Workflow Processors can be defined flexible (Users, Organizational Units, ..) © SAP AG 2005, mySAP ERP / 18
  • Service Activity: UI and Key Features Activity and Contact Activity Clipboard Follow-Up Last Activities © SAP AG 2005, mySAP ERP / 19
  • Knowledge Search: Key Features Knowledge Search Based on SAF (Software Agent Framework) Standard knowledge base, based on SAP Case and Records Management and TREX Search Engine Integration of 3rd party Knowledge bases and search engines (Badl implementation); Search across multiple knowledge bases (SAP and non-SAP) Generate query results list; view detailed search results Send search results to employees via email reply (including attachments) © SAP AG 2005, mySAP ERP / 20
  • Knowledge Search: UI and Key Features Search: •Free text Search •Attribute Search •Exact Phrase •Exclude Phrase © SAP AG 2005, mySAP ERP / 21
  • HR Admin Services Integration / HR Master Data Transaction Launcher for HR Service Integration into EIC Internet Transaction Server (ITS) or URL’s (intranet) © SAP AG 2005, mySAP ERP / 22
  • Agent Inbox: Key Features Agent Inbox Central repository of incoming and open work items for processing Activity search by category, status, priority and date range selection (from/to date) Advanced filter and sort options Inbox results list with employee details, forwarding options for re- assignment Out of the box integration with portal roles (ESS, MSS, HRAS) and HCM processes © SAP AG 2005, mySAP ERP / 23
  • Introduction into HCM Service Delivery Employee Interaction Center with mySAP ERP Solution Offering Providing value to your business Contact information
  • What are your benefits from EIC in mySAP ERP? Employee Benefits: Improve communication and accessibility with multi- channel access Promote consistent messaging Increase employee satisfaction Company Benefits: Increase service quality Reduce delivery costs Ensure accurate information Provide operative HR excellence Technical Benefits: No seperate system landscape and interfaces required ´Out-of-the-box` integration into HCM business processes and Portal Roles © SAP AG 2005, mySAP ERP / 25
  • Introduction into HCM Service Delivery Employee Interaction Center with mySAP ERP Solution Offering Providing value to your business Contact information
  • Resources Internet SAP Service Marketplace: www.service.sap.com/erp-hcm Contact persons Bianka Piehl, SAP AG (Walldorf) Lisa Tinti, SAP Labs (Palo Alto) © SAP AG 2005, mySAP ERP / 27
  • Copyright 2005 SAP AG. All Rights Reserved No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden. SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG. This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence. The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages. © SAP AG 2005, mySAP ERP / 28