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Enhancing HR Service Delivery with Case Management<br />Marilyn Rogers, Marketing Director<br />Russ Resslhuber, Product M...
Agenda<br />25 August 2010<br />©2010 Dovetail – Confidential<br />2<br /><ul><li>  Presentation
  Demonstration
  Q&A/Discussion		</li></li></ul><li>Case Management<br />25 August 2010<br />©2010 Dovetail – Confidential<br />3<br />Ti...
Beyond Self Service<br />25 August 2010<br />©2010 Dovetail – Confidential<br />4<br /><ul><li>  Where does the employee t...
  How does the HR Advisor find the information?
  How does the HR Advisor record the interaction?
  Where does the HR Advisor get assistance?
  How does knowledge get captured for reuse?
  How are processes measured and improved?</li></li></ul><li>Context<br />25 August 2010<br />©2010 Dovetail – Confidentia...
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Enhancing HR Service Delivery through Effective Case Management

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Is your organization challenged with an inability to efficiently manage and track HR-related questions and problems? Did you know that, according to a 2008 CedarCrestone report, your organization can achieve a process savings ranging from 20 percent to over 80 percent by effectively managing processes and service delivery within an HR organization?

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Enhancing HR Service Delivery through Effective Case Management

  1. 1. Enhancing HR Service Delivery with Case Management<br />Marilyn Rogers, Marketing Director<br />Russ Resslhuber, Product Manager<br />Chad Myers, Development Director<br />
  2. 2. Agenda<br />25 August 2010<br />©2010 Dovetail – Confidential<br />2<br /><ul><li> Presentation
  3. 3. Demonstration
  4. 4. Q&A/Discussion </li></li></ul><li>Case Management<br />25 August 2010<br />©2010 Dovetail – Confidential<br />3<br />Tiered HR Service Delivery Model<br />
  5. 5. Beyond Self Service<br />25 August 2010<br />©2010 Dovetail – Confidential<br />4<br /><ul><li> Where does the employee turn?
  6. 6. How does the HR Advisor find the information?
  7. 7. How does the HR Advisor record the interaction?
  8. 8. Where does the HR Advisor get assistance?
  9. 9. How does knowledge get captured for reuse?
  10. 10. How are processes measured and improved?</li></li></ul><li>Context<br />25 August 2010<br />©2010 Dovetail – Confidential<br />5<br /><ul><li> Employee Information
  11. 11. Interaction History
  12. 12. Service Information
  13. 13. Leveraging context to automate workflow
  14. 14. Collaboration
  15. 15. Accountability: ownership and audit trail</li></li></ul><li>Automation<br />25 August 2010<br />©2010 Dovetail – Confidential<br />6<br /><ul><li> Notification
  16. 16. Policy: defined, repeatable tasks
  17. 17. Integration with other applications
  18. 18. Integration with other organizations</li></li></ul><li>Knowledge<br />25 August 2010<br />©2010 Dovetail – Confidential<br />7<br /><ul><li> Advisor productivity and effectiveness
  19. 19. Abstracted from casework
  20. 20. Management insight
  21. 21. Can be published to Self Service portal</li></li></ul><li>Architecture<br />25 August 2010<br />©2010 Dovetail – Confidential<br />8<br /><ul><li> Web-based: ease of global deployment and access
  22. 22. Proven platform: reliability, scalability, performance
  23. 23. Customizable and upgradeable
  24. 24. Ease of implementation, integration, maintenance</li></li></ul><li>Demonstration<br />25 August 2010<br />©2010 Dovetail – Confidential<br />9<br /><ul><li> Working environment
  25. 25. Employee question: Phone
  26. 26. Employee problem: Email
  27. 27. Self Service
  28. 28. Task automation
  29. 29. Reporting</li></li></ul><li>Discussion<br />25 August 2010<br />©2010 Dovetail – Confidential<br />10<br /><ul><li> Questions
  30. 30. Follow-Up
  31. 31. Download our White Paper from: http://www.dovetailsoftware.com/solutions/hr_solution.aspx</li></ul>Russ Resslhuber<br />Dovetail CRM Product Manager<br />Dovetail Software<br />russ@dovetailsoftware.com<br />

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