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Top Tips and Examples of Managing a HR Centrewith a Case Management Solution

Marcus EliasSolution Architect - eSavvy

LiveWebinar

Marcus Elias

Solution Architectat eSavvy2012 & 2013 Microsoft CRM Partner of the Year

eSavvy – leading Microsoft CRM Partner

eSavvy Highlights

• Over 130 years of experience between the eSavvy principals

• Experience in 180+ business application implementations in large enterprises

• Expertise in Strategy and Business Process Re-engineering

• Leaders in the development of the Microsoft Dynamics Implementation Methodology

• Staffed by some of the most senior Microsoft Dynamics CRM consultants in the industry

• Experience in the Public Sector, Financial Services, Education, Health, Telecommunications, Retail, ProfessionalServices, Mining

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Agenda

Challenges Facing HR Centres

Overview of HR Case Management Solution

Key Features and Capabilities

Overall Benefits

Case Study

CHALLENGES FACING HR CENTRES

Some of the Challenges facing HR Centres

Tracking number of calls and enquires

Consistent Classification of Cases/Enquiries

Managing Staff workload and performance

Easy Access to Employee records

Lack of a centralised knowledge base

Tracking historical correspondence

Accurate real time reporting

"Image courtesy of Sira Anamwong / FreeDigitalPhotos.net".

HR Centres need a Centralised Solution to provide ...

The ability to track and record all incoming enquiries

Simple process to create & manage Cases/Enquiries from inception to resolution

Consistent taxonomy in classifying Cases

Productivity improvement by reducing average time to resolve cases

Reduction of administration work and focus on resolving actual HR issues

Sharing of information easily & tracking historical data

Management of staff workload and performance

Credible and accurate reports Accurate reports can help in detecting trends

early and identifying problem hotspots.

HR CASE MANAGEMENT SOLUTION

eSavvy’s HR Case Management Solution

Built on Microsoft Dynamics CRM

Available On-Line and On-Premise

Fully integrated with Outlook, Excel and Word

Accessible via browsers (IE, Chrome etc) as well as Outlook

Available Off-Line for use on Laptops

Built in Integration with SharePoint for Document Management

Can be integrated with your Employee Database, Payroll System and/or Telephony system if required

What is Microsoft Dynamics CRM?

Over 2,500,000 users in more than 80 countries with 40+ languages

Over 30,000 customers from small to enterprise

Over 1,200 partners delivering CRM Solutions

Deployments as large as 40,000 users in Australia

A Full Suite relationship management solution in it’s 5th release

Certified scalable to 150,000 concurrent users

Key Features of the HR Solution

Full end to end management of HR Cases

Auto Tracking of all correspondence history (emails, appointments, tasks etc)

Full searching capabilities for employee records as well as cases

Easy collaboration by sharing information

Built in Knowledge Base

Full Auditing capability

Management and Storage of Documents

Real time Reports and Dashboards

Familiar Outlook Client Interface

True Native Outlook Experience

Track Emails against Cases to get complete case history & correspondence

Outlook Reminders and Popups

Take your data off-line for your mobile workforce

Case Management(the heart of the system)

Create a Case with a single click

Link a Case to an Employee & Manager

Classify Cases on a 3 tier Taxonomy

Easily Record Case DetailsSituation & Background

Advice Given

Next Steps….etc etc

Follow ups

Document Attachments

View List of Cases

Access to Multiple Views of CasesOpen Cases, Closed Cases etc

Open Cases for this month, Closed Cases last Month etc

Easily Create your own Views on the fly (no programming required!)

Filter Cases by Type, Owner, Priority, Date etc

Export list to Excel for easy reporting

Easily search for Cases by Type, Employee, Case ID, Date etc

Knowledge Base

Use Knowledge Base to resolve Cases quickly

Easily search your Knowledge Base using defined keywords

Attach a KB article to a Case

Update the KB when policies and procedures change

Only HR Managers can publish articles or their designated staff.

Sample Knowledge Base Article

Real Time Charts

Use Charts to Analyse data in Real Time

Easily Create Charts on the Fly (no programming required)

Share Charts with managers and consultants

Manage Staff Workload(to increate throughput and performance)

Drill down on data by simply clicking the bar charts

Easily re-assign Cases to balance workload

Consultant A Consultant B Consultant C Consultant D Consultant E

Real Time Dashboards(Assess the ‘Health’ for your HR Centre)

Surface Information in one place

Real time information at your finger tips

Easily create your own Dashboards and share with your stakeholders

HR CASE MANAGEMENT SOLUTIONBENEFITS

Summary of Benefits

Improve efficiency by resolving HR Cases quickly and effectively

Store and analyse important information

Manage Staff workloads and performance

Reduce administration work and focus on solving HR problems

Deliver accurate reports to management and your organisation’s stakeholders

Detect trends early and identify problem hotspots – to proactively take action

Provide a consistent employee experience with dealing with your HR Centre

HUNTER NEW ENGLAND HEALTHREGIONAL HEALTH SERVICE IMPROVES ACCOUNTABILITY

WITH MICROSOFT DYNAMICS CRM

Case study

HR Centre supporting a workforce of over 14,500 staff

Consultants used Excel Spreadsheets, Word Documents & hand written notes

Almost no data of case histories, types, classifications, outcomes etc.

No ability to identify trends and hotspots

Limited ability to generate meaningful reports

“Our call centre was an old platform that gave us very limited ability to classify calls…so when

someone called we wouldn’t know who they were, where they were or how long they’ve been

working with us.

Tim Hopson, HR Operation Manager, Hunter New England Health

The challenge

Solution and Benefits

Great improvement in staff productivity

Increased HR Centre throughout by about 35-40% in the first 12 months

Greater Accountability and Transparency

Reduced administration work by about 60-70%

Eliminate paper work and physical filing of documents

Instant access to credible and accurate reports

Proactive correction measures by early identification of broader trends and problem hotspots.

“It’s created a platform supporting accountability and consistency, for an underpinning

paradigm shift from paper and policy to people and performance”

Tim Hopson, HR Operation Manager, Hunter New England Health

Knowledge Management

• Access to contextual Info

• Streamlined KM activities

• Pre-populated response template

Service Excellence

• Improved bottom line by 20%

• Improved 1st issue resolution

• Consolidated data / applications

Agent Productivity

• Improved agent productivity

• Increased 1st contact resolution

• Reduced call handling times

Customer Loyalty

• Improved customer satisfaction

• Reduced customer churn

• Identified new opportunities

Process Automation

• 10x > single product sales

• replaced manual processes

• Increased service productivity

Analytics

• Actionable insights

• Real-time customer data reports

• Improved KPI monitoring

Case Management

• Multi-tier case management

• Dealer self-service for cases

• Improved service to dealers

Contract Management

• Ability to track compliance

• Optimized contract fulfillment

• Accurate pricing and terms

“With Microsoft Dynamics CRM, we’ll be able to keep up with 20 percent annual increases in customer inquiry volume without having to increase staff on our Customer Care team.”

- Davonne Minshew, Customer Care Manager at Hard Rock International

Examples of Customer Service Productivity

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Marcus EliasSolution Architect, eSavvy

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marcus.elias@esavvy.com.au Info@esavvy.com.au 1300 799 723