Enhancing HR Service Delivery through Effective Case Management
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Transcript of 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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Agenda
April 12, 2023 ©2010 Dovetail – Confidential 2
• Presentation
• Demonstration
• Q&A/Discussion
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Case Management
April 12, 2023 ©2010 Dovetail – Confidential 3
Tiered HR Service Delivery Model
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Beyond Self Service
April 12, 2023 ©2010 Dovetail – Confidential 4
• 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?
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Context
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• Employee Information
• Interaction History
• Service Information
• Leveraging context to automate workflow
• Collaboration
• Accountability: ownership and audit trail
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Automation
April 12, 2023 ©2010 Dovetail – Confidential 6
• Notification
• Policy: defined, repeatable tasks
• Integration with other applications
• Integration with other organizations
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Knowledge
April 12, 2023 ©2010 Dovetail – Confidential 7
• Advisor productivity and effectiveness
• Abstracted from casework
• Management insight
• Can be published to Self Service portal
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Architecture
April 12, 2023 ©2010 Dovetail – Confidential 8
• Web-based: ease of global deployment and access
• Proven platform: reliability, scalability, performance
• Customizable and upgradeable
• Ease of implementation, integration, maintenance
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Demonstration
April 12, 2023 ©2010 Dovetail – Confidential 9
• Working environment
• Employee question: Phone
• Employee problem: Email
• Self Service
• Task automation
• Reporting
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Discussion
April 12, 2023 ©2010 Dovetail – Confidential 10
• Questions
• Follow-Up
• Download our White Paper from: http://www.dovetailsoftware.com/solutions/hr_solution.aspx
Russ ResslhuberDovetail CRM Product ManagerDovetail [email protected]