Professional Development Training –Enhancing the Delivery of Services
Enhancing HR Service Delivery through Effective Case Management
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Enhancing HR Service Delivery with Case Management Marilyn Rogers, Marketing Director Russ Resslhuber, Product Manager Chad Myers, Development Director
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Is your organization challenged with an inability to efficiently manage and track HR-related questions and problems? Did you know that, according to a 2008 CedarCrestone report, your organization can achieve a process savings ranging from 20 percent to over 80 percent by effectively managing processes and service delivery within an HR organization?
Transcript of Enhancing HR Service Delivery through Effective Case Management
Enhancing HR Service Delivery with Case Management
Marilyn Rogers, Marketing Director
Russ Resslhuber, Product Manager
Chad Myers, Development Director
Agenda
April 12, 2023 ©2010 Dovetail – Confidential 2
• Presentation
• Demonstration
• Q&A/Discussion
Case Management
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Tiered HR Service Delivery Model
Beyond Self Service
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• Where does the employee turn?
• How does the HR Advisor find the information?
• How does the HR Advisor record the interaction?
• Where does the HR Advisor get assistance?
• How does knowledge get captured for reuse?
• How are processes measured and improved?
Context
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• Employee Information
• Interaction History
• Service Information
• Leveraging context to automate workflow
• Collaboration
• Accountability: ownership and audit trail
Automation
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• Notification
• Policy: defined, repeatable tasks
• Integration with other applications
• Integration with other organizations
Knowledge
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• Advisor productivity and effectiveness
• Abstracted from casework
• Management insight
• Can be published to Self Service portal
Architecture
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• Web-based: ease of global deployment and access
• Proven platform: reliability, scalability, performance
• Customizable and upgradeable
• Ease of implementation, integration, maintenance
Demonstration
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• Working environment
• Employee question: Phone
• Employee problem: Email
• Self Service
• Task automation
• Reporting
Discussion
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• Questions
• Follow-Up
• Download our White Paper from: http://www.dovetailsoftware.com/solutions/hr_solution.aspx
Russ ResslhuberDovetail CRM Product ManagerDovetail [email protected]
