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Employee Case Management

Empower Employees and Free HR Resources

 

Deliver Consumer-Level Services Employees Have Come to Expect

HR spends too much time responding to simple and repetitive questions, generated by employees who expect almost instantaneous responses. An employee knowledgebase and case management solution empowers employees to find personalized HR information, and also enables HR to route and rapidly respond to more complex, non-routine requests.

Employee Case Management Features

Knowledgebase Empower employees to find answers to HR-related questions in a searchable and personalized knowledgebase.
Case Management Enable employees to send a request to HR, which is automatically routed to the right person in HR based on predefined workflows.
HR Helpdesk Enable employees to send a request to HR, view the status of a request, and engage with the HR manager in charge of a request.
HR Processes Easily build automated processes to support any employee lifecycle event—no coding required.
Request Automation Set up workflows to automatically assign incoming requests based on employee attributes and request category.
Employee File Management Directly access employee files that are relevant to a request from within PeopleDoc, and automatically archive all requests in the PeopleDoc Employee File Management solution.
Employee Portal Provide employees with an employee portal, which serves as one point of contact for all HR-related information and requests, and is accessible anywhere, on any device.
SLA Measurement and Reporting Monitor Key Performance Indicators such as SLAs (service level agreements) with dashboards and have a clear view on average response time, number of incoming requests, satisfaction rate, and more.

Benefits of Employee Case Management

PeopleDoc Employee Case Management enables HR to deliver consumer-level service to employees. Create searchable, personalized knowledgebase articles, as well as workflows to route and track employee requests.

Empower Employees and Increase Satisfaction

Enable employees to find the answers to their own HR-related questions in a searchable and personalized knowledgebase, and to easily communicate with HR for more complex requests.

Increase HR Efficiency

Reduce the number of requests HR receives by email or phone, and improve HR responsiveness by automatically routing employee requests to the right HR specialists. Easily create new processes and tailor workflows to automate HR transactions.

Ensure Confidential Case Management

Limit access and visibility to HR cases based on the user’s role, and securely manage employee data. Track changes to employee requests, such as assignment changes and addition of notes.

Define and Monitor KPIs to Optimize HR Service Delivery

Track and report on key metrics, such as SLA performance, requests by category, time to resolve, and more in order to measure and continuously improve HR service delivery performance.

Support Your Shared Service Center

Enable Tier Zero support via the knowledgebase to reduce inbound requests. Provide HR service representatives in your HR Shared Service Center with technology to support employee requests and questions—and to measure success.

A Complete Solution

Quickly access relevant employee files in one click from within a case for faster resolution. Initiate automated process based on employee requests entered through case management. And any documents generated from a case or process automatically flow into the employee digital file.

THE GOODS

Resources

Solution Overview: HR Case Management and Knowledge Portal

Our solution enables employees to quickly get answers to their HR questions.

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Webinar: Drive Results In Your HR Shared Service Center

An HR Shared Service Center (HRSSC) makes it easier for HR to help employees, consequently increasing employee satisfaction – when it’s done right.

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Preparing for the Future of Work at Paychex

Laurie Zaucha, VP of HR and Organizational Development at Paychex, shares HR best practices for meeting today’s employee expectations and the future of work.

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