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HR Help Desk - HR Case Management

The diffentiators and ROI for LBi HR HelpDesk

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HR Help Desk - HR Case Management

  1. 1. www.lbisoftware.comLBi HR Help DeskWebinar ROI PresentationPresented by:Howard KaplanDirector of Business Developmenthkaplan@lbisoftware.com516-921-1500 x 135
  2. 2. Agenda• LBi Overview• HR Help Desk Overview– Differentiators– Technology– Reporting & Analytics• HR Help Desk Demonstration• Wrap Up
  3. 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. 4. LBi Software• Web 2.0 Development expertise• IVR/CTI/Speech Recognition expertise• Mission/Business Critical solution delivery
  5. 5. 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 Social Media Integration
  6. 6. HR Help Desk Differentiators• Built specifically for HRIS integration– Employee Self Service Automation systems– Benefit Enrollment systems• Unique hybrid packaged / customized solution– Feature rich– Designed from the ground up for rapid modification toexacting client needs• Scales to tens of thousands of users
  7. 7. HR Help Desk Differentiators• Multi-platform architecture• On premise or hosted deployment– Single Tenant architecture – every install standsalone• Multi-Language availability• LBi depth of experience in large scale HCMdeployments• Guaranteed performance
  8. 8. 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/ / / /
  9. 9. HR Help Desk Case Entry OptionsFlexible EmployeeAccess Secure Web Portal Access Email: Email forms withattachments Formatted email text Phone – CTI/IVR Calls auto routed to CSRcomputer screen & phone Ticket created via voiceresponse and dialtonecommands
  10. 10. HR Help Desk ReportingTurn one report template into several reports:• Quick Answers• Urgent Cases• Overdue Cases• Closed Cases• By CSR/Agent• By Division• By Category• By Date RangeSave custom filtered reports for later retrieval
  11. 11. Build Your Own Report LibrarySchedule reports to run& select recipients
  12. 12. HR Help Desk Report Export
  13. 13. HR Help Desk Data ExportEasy dataextractionTurn report data intoactionable analytics: Excel Pivot Tables &Charts Other Analytic programs Data extraction for non-technicalusers direct from every report screen
  14. 14. HR Help Desk Executive Dashboard
  15. 15. www.lbisoftware.comDemonstration
  16. 16. HR Help Desk Benefits• Fewer calls into HR– Save time and dollars– Free up resources for more strategic work– Cases resolved faster• Consistent adherence to company policies/procedures• Greater employee satisfaction• Enhances Talent Management systems• Efficient case tracking and archiving– Legal issues, disputes, harassment, etc.– Adherence to government regulations– Case detail history reporting
  17. 17. What Our Customers Are Saying“We implemented this LBi HR Help Desk in a large organization with users in50 states and several countries. Employees were able to utilize the productwith no training and had seamless interaction with the on-line product rightfrom the start. Administration of the system was very simple, easy to navigateand easy to understand.LBi team was professional, timely and experts in understanding our needs andsystem requirements. Great experience with product and company, woulduse again. ”Erin Quinn
  18. 18. What The Experts Are Saying“User Advice: It is tempting to assume that HR call center functionality needscan be met by IT ticketing systems, but privacy and security requirespecialized functionality… Knowledge and policy management are vital forsuccessful shared-service deployments, so ensure that you include these inyour assessments…”“Business Impact: A poorly run shared-service center can derail the whole HRfunction. Building a stable foundation for improved HR administration cansignificantly cut HR costs, and will lead to better employee service. Theeffective deployment of these tools will help reduce HR administrative costs.Successful shared-service projects often lead to cost reductions of 30%.”Gartner
  19. 19. What The Experts Are Saying“There is no longer any doubt that employeeengagement yields a positive ROI. In its pioneeringresearch into employee engagement, Gallup found that‘increasing employee engagement directly correlateswith a positive effect on key business metrics’.”Gallup Consulting
  20. 20. What The Experts Are Saying“…developing and applying measurement strategiesthat ensure efficiency, effectiveness and businessalignment is among the 10 best practices of highimpact HR organizations…”Bersin & Associates (now Bersin by Deloitte)
  21. 21. ROI Analysis ToolFill in a few variables and thecalculator will auto estimateyour ROI after 3 years
  22. 22. www.lbisoftware.comThank YouPresented by:Howard KaplanDirector of Business Developmenthkaplan@lbisoftware.com516-921-1500 x 135