{"id":2715,"date":"2016-08-25T15:36:15","date_gmt":"2016-08-25T15:36:15","guid":{"rendered":"https:\/\/www.peeriosity.com\/shared-services\/articles\/?p=2715"},"modified":"2022-07-28T18:40:53","modified_gmt":"2022-07-28T18:40:53","slug":"case-management-solutions-as-enablers-of-global-hrss","status":"publish","type":"post","link":"https:\/\/www.peeriosity.com\/shared-services\/articles\/2016\/08\/case-management-solutions-as-enablers-of-global-hrss\/","title":{"rendered":"Case Management Solutions as Enablers of Global HRSS"},"content":{"rendered":"<p><span style=\"font-size: medium;\">When implementing global HR or Employee Shared Services, the importance of careful process design, people management, and leveraging of available technologies are all important factors to achieving a successful outcome.\u00a0\u00a0 <a href=\"https:\/\/www.peeriosity.com\/shared-services\/articles\/2019\/10\/rethinking-hr-service-delivery\/\">Ensuring the delivery of \u201cworld-class people services\u201d<\/a> when process delivery moves from onsite and face-to-face to remote delivery with no personal relationship between the employee and service provider (either person or machine) becomes complicated unless the points of interaction between the employee and the Employee Services organization are friendly, efficient, and effective.\u00a0<\/span><\/p>\n<p><span style=\"font-size: medium;\">Regarding the role of technology, achieving success is more involved than simply changing settings on your SAP or <a href=\"https:\/\/www.investopedia.com\/terms\/e\/erp.asp\" target=\"_blank\" rel=\"noopener\">Oracle ERP system<\/a>, or properly configuring your newly implemented Workday solution.\u00a0\u00a0 For the majority of companies that have a call center or help desk customer support structure, a robust case management solution is critical to enabling the remote delivery of HR services consistently and accurately, using a range of interfaces that meet the varying needs of your employees.<\/span><\/p>\n<p><span style=\"font-size: medium;\">A recent HR Shared Services Peercast<sup>TM<\/sup> featured a global company with 20,000 employees worldwide sharing their experiences with implementing a case management solution as part of a larger implementation of Global <a href=\"https:\/\/www.peeriosity.com\/shared-services\/articles\/category\/hr_shared_services\/\">HR Shared Services<\/a>.\u00a0 The mission of the new organization was to \u201cdeliver world-class people services that fuel growth and drive amazing results\u201d.\u00a0 The following work processes were included:<\/span><\/p>\n<ul>\n<li><span style=\"font-size: medium;\">Compensation Services<\/span><\/li>\n<li><span style=\"font-size: medium;\">Benefit Services<\/span><\/li>\n<li><span style=\"font-size: medium;\">HR Technology<\/span><\/li>\n<li><span style=\"font-size: medium;\">HR Contract Centers<\/span><\/li>\n<li><span style=\"font-size: medium;\">Payroll<\/span><\/li>\n<li><span style=\"font-size: medium;\">Portfolio and Project Management<\/span><\/li>\n<\/ul>\n<p><span style=\"font-size: medium;\">Using a case management solution as an integral part of their design, HR Shared Services included delivery via <a href=\"https:\/\/www.peeriosity.com\/shared-services\/articles\/2016\/10\/why-you-should-reexamine-your-company%e2%80%99s-self-service-capabilities\/\">self-service<\/a>, a contact center, and HR Business Services for more complex transactions and exception processing.\u00a0 Separate, smaller centers of excellence and HR business partner resources that operate outside of the scope of HR Shared Services were available as a final step to address cases that weren\u2019t otherwise resolved.\u00a0<\/span><\/p>\n<p><span style=\"font-size: medium;\">Components of the case management solution Included:<\/span><\/p>\n<ul>\n<li><span style=\"font-size: medium;\">Case tracking<\/span><\/li>\n<li><span style=\"font-size: medium;\">Service level agreement management<\/span><\/li>\n<li><span style=\"font-size: medium;\">Metric reporting and analytics<\/span><\/li>\n<li><span style=\"font-size: medium;\">Customer service surveys<\/span><\/li>\n<li><span style=\"font-size: medium;\">Notifications and approvals<\/span><\/li>\n<li><span style=\"font-size: medium;\">Self-service capabilities<\/span><\/li>\n<li><span style=\"font-size: medium;\">Case routing<\/span><\/li>\n<li><span style=\"font-size: medium;\">HRIS integration<\/span><\/li>\n<li><span style=\"font-size: medium;\">Request forms<\/span><\/li>\n<li><span style=\"font-size: medium;\">IVR integration<\/span><\/li>\n<li><span style=\"font-size: medium;\">Knowledgebase system<\/span><\/li>\n<li><span style=\"font-size: medium;\">Portal technology<\/span><\/li>\n<li><span style=\"font-size: medium;\">Workflow capabilities<\/span><\/li>\n<\/ul>\n<p><span style=\"font-size: medium;\">Our feature company completed a careful evaluation of available solutions using a formal RFP process.\u00a0 Some of the solutions evaluated were developed by software providers including ServiceNow, Remedy, Infor, Dovetail Software, and Neocase Software.\u00a0 When selecting a solution the following factors were carefully considered:<\/span><\/p>\n<ul>\n<li><span style=\"font-size: medium;\">SAAS or on-premise hosting<\/span><\/li>\n<li><span style=\"font-size: medium;\">Integration with HRIS<\/span><\/li>\n<li><span style=\"font-size: medium;\">Security capabilities<\/span><\/li>\n<li><span style=\"font-size: medium;\">Language capabilities<\/span><\/li>\n<li><span style=\"font-size: medium;\">Chat capabilities<\/span><\/li>\n<li><span style=\"font-size: medium;\">Workflow needs<\/span><\/li>\n<\/ul>\n<p><span style=\"font-size: medium;\">Lessons learned during the project included:<\/span><\/p>\n<ul>\n<li><span style=\"font-size: medium;\">Integrate with HRIS<\/span><\/li>\n<li><span style=\"font-size: medium;\">Create SLAs to measure success<\/span><\/li>\n<li><span style=\"font-size: medium;\">Careful and frequent involvement of the end user<\/span><\/li>\n<li><span style=\"font-size: medium;\">Don\u2019t launch without a knowledgebase in place<\/span><\/li>\n<li><span style=\"font-size: medium;\">Don\u2019t underestimate the importance and resource requirements for change management<\/span><\/li>\n<li><span style=\"font-size: medium;\">Don\u2019t build the solution \u201cfor HR\u201d, which can allow other areas to leverage the same technology and implement a solution with a similar look and feel<\/span><\/li>\n<\/ul>\n<p><span style=\"font-size: medium;\">The benefits identified from implementing the Case Management Solution included:<\/span><\/p>\n<ul>\n<li><span style=\"font-size: medium;\">Full visibility to all open requests in HR<\/span><\/li>\n<li><span style=\"font-size: medium;\">The ability of users to use electronic forms to submit requests<\/span><\/li>\n<li><span style=\"font-size: medium;\">Integration with phone technology and with e-mail<\/span><\/li>\n<li><span style=\"font-size: medium;\">Providing the necessary infrastructure for a tiered service delivery model<\/span><\/li>\n<li><span style=\"font-size: medium;\">The system&#8217;s ability to report on status and issue alerts as needed<\/span><\/li>\n<li><span style=\"font-size: medium;\">Self-service capabilities<\/span><\/li>\n<\/ul>\n<p><span style=\"font-size: medium;\">Making the transition from local onsite support to a service delivery model where support is provided remotely is an undertaking that you want to get right the first time since it directly impacts your company\u2019s most critical resource \u2013 your employees. \u00a0As that transition takes place, the proper design and implementation of a robust case management solution can be a critical success factor.<\/span><\/p>\n<p><span style=\"font-size: medium;\">What HR case management solution is being used at your company?\u00a0 How is it designed and implemented, and what level of integration exists with your ERP or other HR systems?<\/span><\/p>\n<p><span style=\"font-size: medium;\">Who are <em>your<\/em> peers and how are you collaborating with them?<\/span><\/p>\n<div>\n<p>______________________________________________________________________<\/p>\n<\/div>\n<p><span style=\"font-size: medium;\">\u201cPeercasts<sup>TM<\/sup>\u201d are private, professionally facilitated webcasts that feature leading member company experiences on specific topics as a catalyst for broader discussion.\u00a0 Access is available exclusively to Peeriosity member company employees, with consultants or vendors prohibited from attending or accessing discussion content.\u00a0 Members can see who is registered to attend in advance, with discussion recordings, supporting polls, and presentation materials online and available whenever convenient for the member.\u00a0 Using Peeriosity\u2019s integrated email system, Peer Mail<sup>TM<\/sup>, attendees can easily communicate at any time with other attending peers by selecting them from the list of registered attendees.\u00a0<sup><br \/>\n<\/sup><\/span><\/p>\n<div>\n<p><span style=\"font-size: medium;\">Peeriosity members are invited to log into <a href=\"http:\/\/www.peeriosity.com\/shared-services\/\">www.peeriosity.com<\/a> to join the discussion and connect with Peers.\u00a0\u00a0 Membership is for practitioners only, with no consultants or vendors permitted.\u00a0 To learn more about Peeriosity, <a href=\"https:\/\/www.peeriosity.com\/shared-services\/\">click here<\/a>.<\/span><\/p>\n<\/div>\n<p>&nbsp;<\/p>\n<p><span class='st_linkedin_large' st_title='Case Management Solutions as Enablers of Global HRSS' st_url='https%3A%2F%2Fwww.peeriosity.com%2Fshared-services%2Farticles%2F2016%2F08%2Fcase-management-solutions-as-enablers-of-global-hrss%2F' displayText='linkedin'><\/span><span class='st_twitter_large' st_title='Case Management Solutions as Enablers of Global HRSS' st_url='https%3A%2F%2Fwww.peeriosity.com%2Fshared-services%2Farticles%2F2016%2F08%2Fcase-management-solutions-as-enablers-of-global-hrss%2F' displayText='twitter'><\/span><span class='st_email_large' st_title='Case Management Solutions as Enablers of Global HRSS' st_url='https%3A%2F%2Fwww.peeriosity.com%2Fshared-services%2Farticles%2F2016%2F08%2Fcase-management-solutions-as-enablers-of-global-hrss%2F' displayText='email'><\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>When implementing global HR or Employee Shared Services, the importance of careful process design, people management, and leveraging of available technologies are all important factors to achieving a successful outcome.\u00a0\u00a0 Ensuring the delivery of \u201cworld-class people services\u201d when process delivery moves from onsite and face-to-face to remote delivery with no personal relationship between the employee [&hellip;]<\/p>\n<p><span class='st_linkedin_large' st_title='Case Management Solutions as Enablers of Global HRSS' st_url='https%3A%2F%2Fwww.peeriosity.com%2Fshared-services%2Farticles%2F2016%2F08%2Fcase-management-solutions-as-enablers-of-global-hrss%2F' displayText='linkedin'><\/span><span class='st_twitter_large' st_title='Case Management Solutions as Enablers of Global HRSS' st_url='https%3A%2F%2Fwww.peeriosity.com%2Fshared-services%2Farticles%2F2016%2F08%2Fcase-management-solutions-as-enablers-of-global-hrss%2F' displayText='twitter'><\/span><span class='st_email_large' st_title='Case Management Solutions as Enablers of Global HRSS' st_url='https%3A%2F%2Fwww.peeriosity.com%2Fshared-services%2Farticles%2F2016%2F08%2Fcase-management-solutions-as-enablers-of-global-hrss%2F' displayText='email'><\/span><\/p>","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[7],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin 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