Enhancing HR Service Delivery with Case Management

Marilyn Rogers, Marketing Director

Russ Resslhuber, Product Manager

Chad Myers, Development Director

Agenda

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• 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 Softwareruss@dovetailsoftware.com