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HR Help Desk


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Automating your HR Help Desk and HR Case Management

Published in: Investor Relations
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HR Help Desk

  1. 1. LBi HR Help Desk Webinar Series Presented by: Howard Kaplan Director of Business Development
  2. 2. Agenda• LBi Overview• HR Help Desk Overview – Differentiators – Technology – Reporting & Analytics – What’s New in 5.0• HR Help Desk Demonstration
  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. 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. 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. 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. 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. 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. 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. 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. 12. HR Help Desk Report ExportSave fully formatted reports in multiple file types
  13. 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. 14. HR Help Desk Executive Dashboard
  15. 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. 16. HR Help DeskDemonstration