Supporting Fast, Agile HR: How A Shared Services Model Makes HR More Efficient
by Nicole Lindenbaum May 31 2017
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Reorganizing your HR function into a Shared Services model consolidates resources, potentially saving money and improving efficiency. But in order for your Shared Service Centers to work optimally, it’s crucial to support them with the right technology. When a Shared Service model is supported with the right technology, HR reps are able to manage employee needs with agility and speed.
Let’s take a look at 3 ways exceptional HR technology supports your HR Shared Service Center, giving your employees best-in-class services quickly and conveniently.
1. Case management and employee file management boost HR agility and efficiency
Case management technology is the backbone of a Shared Services Center. It lets employees enter their requests directly into the system and then routes the requests to the right group to respond. It also provides HR reps with the ability to escalate a request if needed, or initiate tasks for other reps and other teams, while easily tracking which tasks are open and which are completed. Case management empowers HR to effectively manage employee requests and monitor how quickly the requests are resolved.
An HR Service Delivery platform also gives HR easy access to documents from anywhere through employee file management. Documents generated from a case or process are automatically filed into the relevant employee file so HR can reference them at any time. And it’s easy to view employee information and access employee files or case histories. Employee file management and case management technology give HR the tools they need to seamlessly collaborate and quickly resolve potentially complicated issues.
2. Analytics make continual improvements a breeze
Analytics and reporting are crucial for a Shared Services Center. Analytics are fundamental to giving you the information you need to continually drive efficiency and optimization, making your HRSSC as effective as possible. You’ll want metrics so you can report on KPIs, from tracking HR reps’ performances and monitoring SLAs to tracking types of requests received and how much time is spent on each request. Armed with this kind of data, HR leaders can make better business decisions, adding real value to their organizations.
3.Contextualized knowledge portal saves HR (and employees) valuable time
A knowledge portal displays personalized articles to employees to help them resolve their questions in their own time. Rather than having to contact an HR rep, employees can log into their portal and find answers that are personalized for them. They can also find related forms or steps to kick off a process, for example, if an employee searched for information about maternity leave, they would also be provided with the forms they need to file. Because a knowledge portal should be designed responsively for mobile use, employees have 24/7 access from any device. When employees can help themselves, HR is saved valuable time and resources, and are freed up to help employees with more complicated questions or requests.
An HR Service Delivery platform helps HR representatives in a Shared Service Center work fast and provide employees with agile, personalized, and effective support. To find out more about the benefits of a Shared Service model, download our eBook!
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.