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Stop Using your IT Help Desk for HR Purposes!


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Learn what the differences are between help desks built specifically for HR and those built for IT. On December 10th LBi Software hosted a webinar comparing HR help desks to IT help desks.

Based on LBi research, over 80% of HR departments that implement IT Help Desk or generic CRM systems convert to HR specific applications within approximately 3 years. In this webinar, Howard Kaplan compares and contrasts the differences between LBi's HR specific Help Desk and typical IT Help Desk systems. The presentation covers HIPAA, Safe Harbor, government compliance requirements, case confidentiality features, HR centric analytics, social collaboration and much more.

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Stop Using your IT Help Desk for HR Purposes!

  1. 1. LBi HR Help Desk Webinar Series HR vs IT Help Desk Comparison Presented by: Howard Kaplan – Director of Business Development 516-921-1500 ext. 135
  2. 2. Agenda • LBi Overview • HR vs IT Help Desk Comparison • HR Help Desk Overview – Technology – Reporting & Analytics • HR Help Desk Demonstration • Wrap Up
  3. 3. LBi Software • Established 1982 – We partner with you – your success is our success • Primary Focus on Human Capital Mgmt (HCM) Solutions for the Enterprise – Legacy in custom HCM development – Custom & packaged solutions • IVR/CTI/Speech Recognition expertise • Mission/Business Critical solution delivery
  4. 4. HR vs. IT Help Desk Comparison Security, Privacy, Confidentiality • HIPAA, PHI, PII, Safe Harbor compliant – “Fines can be up to $250,000 for violations or imprisonment up to 10 years for knowing abuse or misuse of individual health information”. • Private Interactions/collaboration • Confidential case visibility – Protected Access – Restricted Group Access
  5. 5. HR vs. IT Help Desk Comparison • HR documentation in a searchable wiki KB • HR centric workflow – – – – Custom Tasks Escalations Reassignments Overdue notifications • HR centric reporting/KPI’s (morale, performance) • User selected preferred response method
  6. 6. HR vs. IT Help Desk Comparison • Maintain non-employee records (1099’s, retirees, terminated workers, family members, etc.) • Social Media Integration • Integration to benefit enrollment systems • One-click link to employee records in payroll systems, talent management systems, etc.
  7. 7. Critical Features • Document Repository/Library • Auto send reports to user defined distribution lists • Email case creation (with add attachments feature) • Build Common Problems KB (FAQ) on the fly X
  8. 8. Critical Features • Simplified to-do list filtering
  9. 9. Critical Features • Schedule HR user absences and auto reassignments • Employee search by name, sounds like, SSN, ID#, etc. • Case aging by day or hour, and include/exclude weekends & user defined holidays • Permanent audit trail (no case info is EVER deleted) • Simple employee portal UI & mobile access – Search KB – Review past & open cases – Create new case
  10. 10. LBi HR Help Desk Technology • Multi-platform architecture • On premise or hosted deployment – Single Tenant architecture – for security every install stands alone – SaaS (monthly) or Perpetual License (purchase) • Multi-Language
  11. 11. LBi HR Help Desk Technology • Developed in J2EE • 100% Web based – Any browser (IE, Firefox, Chrome, etc.) – Mobile version for iPhone/iPad, Android native browsers – No controls to install (Flash, ActiveX, Silverlight, Java Applets, etc.) / / / / • Single Sign-on support • Supports multiple databases – – – – MySQL Oracle DB2 Microsoft SQL Server • Supports multiple OS’s – Linux/Unix – Windows Server – Solaris
  12. 12. HR Help Desk Case Entry Options Flexible Employee Access    Secure Web Portal Access Email generated cases  Include attachments  Formatted email text or email forms Phone – CTI/IVR  Calls auto routed to CSR computer screen & phone  Ticket created via voice response and dialtone commands
  13. 13. Build Your Own Report Library Schedule reports to run & select recipients
  14. 14. HR Help Desk Data Export Easy data extraction Turn report data into actionable analytics:  Excel Pivot Tables & Charts  Other analytic programs  Data extraction for non-technical users direct from every report screen
  15. 15. HR Help Desk Executive Dashboard
  16. 16. What Our Customers Are Saying “We implemented this LBi HR Help Desk in a large organization with users in 50 states and several countries. Employees were able to utilize the product with no training and had seamless interaction with the on-line product right from the start. Administration of the system was very simple, easy to navigate and easy to understand. LBi team was professional, timely and experts in understanding our needs and system requirements. Great experience with product and company, would use again. ” Erin Quinn – General Dynamics
  17. 17. Demonstration
  18. 18. HR Help Desk Summary • Secure and Confidential Communications • Conform to Government Regulations • Save Time and Money • Improve Employee Satisfaction and Engagement • Consistent Adherence to Policies Across Business Units • Rapid Case Search and Retrieval • Powerful Reporting & Analytics Provide Valuable Insights