Saving Time With Better Service: the Power of Case Management Technology
by Nicole Lindenbaum June 23 2017
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When we talk about case management, we’re referring to how HR manages employee questions and requests. Historically, case management processes have been manual and time-consuming for both employees and HR reps. To get help, employees needed to physically ask an HR rep or send an email and wait to hear back. HR reps had to manually direct requests to the right person and keep track of notes and updates on individual cases.
Today, with case management technology, managing requests is faster and easier for employees as well as HR reps. Employees receive personalized support and HR reps can focus more time and energy towards complicated inquiries. Here, we’ll take a look at 3 ways case management technology saves HR departments valuable time and resources while providing your employees with best-in-class services.
1. Self-service Capabilities Through a Personalized Knowledge Portal
Rather than having to submit questions to HR, employees can find answers themselves through a knowledge portal. A knowledge portal provides customized information that is curated based on individual employee attributes, such as location or role. Employee searches also yield recommended content -- for instance, if an employee searches for information about maternity leave, they’ll find an article about the organization’s policy as well as related forms to start the filing process. This kind of personalized, fast, and convenient service improves employee interactions with HR, creating a better employee experience.
Not only does a knowledge portal save employees time and hassle, it also saves HR resources as well. When employees can help themselves by finding answers and materials they need on their own, HR receives fewer requests. When HR is freed up from answering basic, routine questions, they have more time to focus on more complicated issues and requests.
2. Automation and Increased Efficiency
The ability to automate workflows is a game changer for HR. Automation ensures that employee requests are automatically routed to the right person, rather than requests being manually allocated, leaving room for error and inefficiency. Think of how frustrating it is when you call customer service for your cable or cell phone provider and get transferred time after time before getting to the right person, often repeating the same story over and over and over. Automation helps your employees avoid this type of infuriating experience when they need help from you.
Routing cases to the right people optimizes simple employee interactions, such as obtaining routine forms, as well as much more complicated processes. For instance, some employee requests can kick off an entire series of events, involving multiple HR reps and stakeholders. When this happens, automated workflows generate a series of required tasks and notify the people responsible for each task.
Making sure requests immediately get to the right people means that cases are handled accurately and efficiently, saving both employees and HR valuable time.
3. Streamlined Collaboration Capabilities
When complex cases requiring more than one person’s input arise, it’s crucial to provide collaboration capabilities to your HR team. These capabilities allow multiple people involved in a case to track their communications, escalate cases to a specialist or Tier 2 support, and share templated responses for consistency. HR can also generate tasks for several people across teams, such as managers, HRBPs, and leadership, and track which tasks are still open and which have been completed. Case management technology makes it simple and easy for HR to resolve potentially complex and time-consuming issues and requests by giving them the tools they need to collaborate seamlessly.
HR case management technology is built to help HR provide fast, convenient, and highly efficient services to employees. It saves HR significant time by accounting for the nuances and complexity that HR often needs to address in their cases. Saving HR time and providing employees with elevated experiences translates into better productivity on all sides, ultimately adding real business value to your organization.
Nicole Lindenbaum is the Director of Product Marketing at PeopleDoc by Ultimate Software. Nicole leads the global messaging strategy for PeopleDoc by translating technology into business benefits HR can actually understand. With significant experience in HR technology, Nicole writes and speaks about HR service delivery, employee experience, digital transformation, and the future of work. Nicole holds a BFA from Syracuse University and an MBA from Washington University in St. Louis. She lives in Brooklyn, NY.