Discovering HR Case Management
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Overview of what an #HR Case Management suite of solutions should do for your HR department and employees.
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Discovering HR Case Management
- 1. Discovering HR Case Management Dwane Lay, Vice President Customer Experience Rayanne Thorn, Vice President Marketing
- 2. WE NOW LIVE IN THE CONVENIENCE ECONOMY How We Communicate Matters
- 3. People Want Technology to be - Readily available - Easy-to-use - Personalized to them
- 4. HR Case Management Employee Portal HR Case Management HR Knowledge Management HR Analytics
- 5. HR INTERACTING WITH EMPLOYEES MUST ALSO CHANGE Are you keeping up?
- 6. Why Change? Employee Experience Do you have the right answers? Consistent Messaging Paper-Based How are you tracking or measuring? @dovetail
- 7. What happens if you don’t change? Lack of HR Technology Increased Headcount Impact on the Employees & Managers Decreased Productivity Lower Employee Satisfaction Increased Turnover @dovetail
- 8. High-Performance HR Service Self Service Google-like Search Live Chat Track ALL Interactions Get Results Improved Employee Experience @dovetail
- 9. It might help to review the FLOW of an HR Case Management System
- 11. Communication is captured Case is handled in real-time @dovetail@dovetail
- 12. Case is Categorized Automated Process is triggered @dovetail
- 13. Case is handled or escalated Most qualified team engaged @dovetail
- 19. Thank you - Dwane Lay & Rayanne Thorn
Editor's Notes
- Introduction of DovetailSoftware.com and presenters Dwane Lay and Rayanne Thorn.
- As consumers we live in a state where everything is in the palm of your hands, people are expecting instant results or they want to find everything themselves. Employees are consumers – they expect the same things.
- 24/7 access - no one needs to cover it. No one teaches you to use these sites, you might not know everything on the site but you can get through most of it. They are all personalized to the consumer, different applications prompt consumers to purchase or move to other option while looking at the sites. They way we purchase and research has changed.
- What should be included in an HR Case Management Solution Employee portal for employees HR CM for the Users Integrated KM ties to both CM and Employee Portal Analytics for senior leadership reporting This is the tecchnology that we bring to HR let me speak a bit about what makes Dovetail different …
- How we communicate in our private lives has changed – employees have come to expect these changes everywhere, not just with brands but also with their employers. How are you keeping up?
- What drives your need for better tracking of employee interactions with HR? These are some of the things that our customers were experiencing which drove change within their departments: Poor employee experience Inconsistent Messaging coming from HR advisors Paper based things fall through the cracks Do any of this resonate with you?
- What does that mean for you ? Satisfaction scores going down leads to higher turn over rates. Taking on more or adding head count to cover a missing resource. All this pushes more work up the ladder to managers and leadership. And ALL of this affects BOTTOM LINE.
- So what does a high performing HR Service mean? We believe that employers who offer self service are giving their employees the option to avoid calling in or having to reach out to HR. easy to use search that needs no training to use. When they do reach out to HR, they need all the tools available, chat, email and calls. What does HR do with all of this, Currently ? Excel spreadsheets? Post-it notes? Notebooks? Dovetail Software allows you to track all of this in one location, and give you the ability to report against these metrics. “Dovetail is the catalyst for High Performance HR Service.”
- Many HR practitioners and executive leadership just assume their current ATS, CRM, HRMS, HRIS will accomplish all that a case management solution can. Not true.
- Contact: Issue, Concern, Problem, or Grievance. Case Created by HR.
- Communication: comms thread is captured and stored. While Case is handled in real-time, specific employee details / employment “trail” is displayed to System User.
- Case is categorized to ensure proper routing and handling / assigning. Once a case is created, automated processes are triggered – for example: timers for task completion or notifications regarding particular case types.
- Case is handled or escalated, as necessary – any escalated cases are handled by proper authority. Qualified HR team is alerted & engaged.
- Employee is alerted to case status. Once handled, the case is closed.
- Knowledge capture and management for reference in future cases. Search and use of captured knowledge for future cases.
- Legal and regulatory compliance, SLAs. Useful data and metrics are captured to be analyzed to more fully understand employee experience, attrition rates, change, and / or growth to share with upper management.
- Track employee learning and diploma or certificate completion. Track employees on the leadership track for succession planning.
- Tracking the full employee experience allows companies to view the whole picture, in-depth, of the relationship between employee and employer. The employee experience is tracked – based on a very real understanding of every employee interaction with HR.