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www.lbisoftware.com
LBi HR Help Desk
Webinar ROI Presentation
Presented by:
Howard Kaplan
Director of Business Development
hkaplan@lbisoftware.com
516-921-1500 x 135
Agenda
• LBi Overview
• HR Help Desk Overview
– Differentiators
– Technology
– Reporting & Analytics
• HR Help Desk Demonstration
• Wrap Up
LBi Software
• Established 1982
– Small and agile – Personal attention
– Emphasis on quality, not volume
– Strategic clients enjoy 1:1 account management
• Primary Focus on Human Capital Mgmt (HCM)
Solutions
– Legacy in custom HCM development
– Custom & packaged solutions
• Over 13 years of experience with Tier 1 ERP
LBi Software
• Web 2.0 Development expertise
• IVR/CTI/Speech Recognition expertise
• Mission/Business Critical solution delivery
HR Help Desk Highlights
An HR-Specific help
desk solution
 Confidentiality & Security
 2 Knowledgebases+
 Wiki KB
 Common Problems KB
 Extensive Case Search
 Document Repository
 Built-in work flow
 Custom & Standard Tasks
 Employee Interactions
 Integrates with your HRMS
 Email integration
 Employee surveys
 Social Media Integration
HR Help Desk Differentiators
• Built specifically for HRIS integration
– Employee Self Service Automation systems
– Benefit Enrollment systems
• Unique hybrid packaged / customized solution
– Feature rich
– Designed from the ground up for rapid modification to
exacting client needs
• Scales to tens of thousands of users
HR Help Desk Differentiators
• Multi-platform architecture
• On premise or hosted deployment
– Single Tenant architecture – every install stands
alone
• Multi-Language availability
• LBi depth of experience in large scale HCM
deployments
• Guaranteed performance
HR Help Desk Technology
• Developed in J2EE
• 100% Web based
– Any browser (IE, Firefox, Chrome, etc.)
– iPhone/iPad, Android native browsers
– No controls to install (Flash, ActiveX, Silverlight, Java Applets, etc.)
• Single Sign-on
• Supports multiple databases
– MySQL
– Oracle
– DB2
– Microsoft SQL Server
• Supports multiple OS’s
– Linux
– Windows
– Solaris
/ / / /
HR Help Desk Case Entry Options
Flexible Employee
Access
 Secure Web Portal Access
 Email:
 Email forms with
attachments
 Formatted email text
 Phone – CTI/IVR
 Calls auto routed to CSR
computer screen & phone
 Ticket created via voice
response and dialtone
commands
HR Help Desk Reporting
Turn one report template into several reports:
• Quick Answers
• Urgent Cases
• Overdue Cases
• Closed Cases
• By CSR/Agent
• By Division
• By Category
• By Date Range
Save custom filtered reports for later retrieval
Build Your Own Report Library
Schedule reports to run
& select recipients
HR Help Desk Report Export
HR Help Desk Data Export
Easy data
extraction
Turn report data into
actionable analytics:
 Excel Pivot Tables &
Charts
 Other Analytic programs
 Data extraction for non-technical
users direct from every report screen
HR Help Desk Executive Dashboard
www.lbisoftware.com
Demonstration
HR Help Desk Benefits
• Fewer calls into HR
– Save time and dollars
– Free up resources for more strategic work
– Cases resolved faster
• Consistent adherence to company policies/procedures
• Greater employee satisfaction
• Enhances Talent Management systems
• Efficient case tracking and archiving
– Legal issues, disputes, harassment, etc.
– Adherence to government regulations
– Case detail history reporting
What Our Customers Are Saying
“We implemented this LBi HR Help Desk in a large organization with users in
50 states and several countries. Employees were able to utilize the product
with no training and had seamless interaction with the on-line product right
from the start. Administration of the system was very simple, easy to navigate
and easy to understand.
LBi team was professional, timely and experts in understanding our needs and
system requirements. Great experience with product and company, would
use again. ”
Erin Quinn
What The Experts Are Saying
“User Advice: It is tempting to assume that HR call center functionality needs
can be met by IT ticketing systems, but privacy and security require
specialized functionality… Knowledge and policy management are vital for
successful shared-service deployments, so ensure that you include these in
your assessments…”
“Business Impact: A poorly run shared-service center can derail the whole HR
function. Building a stable foundation for improved HR administration can
significantly cut HR costs, and will lead to better employee service. The
effective deployment of these tools will help reduce HR administrative costs.
Successful shared-service projects often lead to cost reductions of 30%.”
Gartner
What The Experts Are Saying
“There is no longer any doubt that employee
engagement yields a positive ROI. In its pioneering
research into employee engagement, Gallup found that
‘increasing employee engagement directly correlates
with a positive effect on key business metrics’.”
Gallup Consulting
What The Experts Are Saying
“…developing and applying measurement strategies
that ensure efficiency, effectiveness and business
alignment is among the 10 best practices of high
impact HR organizations…”
Bersin & Associates (now Bersin by Deloitte)
ROI Analysis Tool
Fill in a few variables and the
calculator will auto estimate
your ROI after 3 years
www.lbisoftware.com
Thank You
Presented by:
Howard Kaplan
Director of Business Development
hkaplan@lbisoftware.com
516-921-1500 x 135

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HR Help Desk - HR Case Management

  • 1. www.lbisoftware.com LBi HR Help Desk Webinar ROI Presentation Presented by: Howard Kaplan Director of Business Development hkaplan@lbisoftware.com 516-921-1500 x 135
  • 2. Agenda • LBi Overview • HR Help Desk Overview – Differentiators – Technology – Reporting & Analytics • HR Help Desk Demonstration • Wrap Up
  • 3. LBi Software • Established 1982 – Small and agile – Personal attention – Emphasis on quality, not volume – Strategic clients enjoy 1:1 account management • Primary Focus on Human Capital Mgmt (HCM) Solutions – Legacy in custom HCM development – Custom & packaged solutions • Over 13 years of experience with Tier 1 ERP
  • 4. LBi Software • Web 2.0 Development expertise • IVR/CTI/Speech Recognition expertise • Mission/Business Critical solution delivery
  • 5. HR Help Desk Highlights An HR-Specific help desk solution  Confidentiality & Security  2 Knowledgebases+  Wiki KB  Common Problems KB  Extensive Case Search  Document Repository  Built-in work flow  Custom & Standard Tasks  Employee Interactions  Integrates with your HRMS  Email integration  Employee surveys  Social Media Integration
  • 6. HR Help Desk Differentiators • Built specifically for HRIS integration – Employee Self Service Automation systems – Benefit Enrollment systems • Unique hybrid packaged / customized solution – Feature rich – Designed from the ground up for rapid modification to exacting client needs • Scales to tens of thousands of users
  • 7. HR Help Desk Differentiators • Multi-platform architecture • On premise or hosted deployment – Single Tenant architecture – every install stands alone • Multi-Language availability • LBi depth of experience in large scale HCM deployments • Guaranteed performance
  • 8. HR Help Desk Technology • Developed in J2EE • 100% Web based – Any browser (IE, Firefox, Chrome, etc.) – iPhone/iPad, Android native browsers – No controls to install (Flash, ActiveX, Silverlight, Java Applets, etc.) • Single Sign-on • Supports multiple databases – MySQL – Oracle – DB2 – Microsoft SQL Server • Supports multiple OS’s – Linux – Windows – Solaris / / / /
  • 9. HR Help Desk Case Entry Options Flexible Employee Access  Secure Web Portal Access  Email:  Email forms with attachments  Formatted email text  Phone – CTI/IVR  Calls auto routed to CSR computer screen & phone  Ticket created via voice response and dialtone commands
  • 10. HR Help Desk Reporting Turn one report template into several reports: • Quick Answers • Urgent Cases • Overdue Cases • Closed Cases • By CSR/Agent • By Division • By Category • By Date Range Save custom filtered reports for later retrieval
  • 11. Build Your Own Report Library Schedule reports to run & select recipients
  • 12. HR Help Desk Report Export
  • 13. HR Help Desk Data Export Easy data extraction Turn report data into actionable analytics:  Excel Pivot Tables & Charts  Other Analytic programs  Data extraction for non-technical users direct from every report screen
  • 14. HR Help Desk Executive Dashboard
  • 16. HR Help Desk Benefits • Fewer calls into HR – Save time and dollars – Free up resources for more strategic work – Cases resolved faster • Consistent adherence to company policies/procedures • Greater employee satisfaction • Enhances Talent Management systems • Efficient case tracking and archiving – Legal issues, disputes, harassment, etc. – Adherence to government regulations – Case detail history reporting
  • 17. What Our Customers Are Saying “We implemented this LBi HR Help Desk in a large organization with users in 50 states and several countries. Employees were able to utilize the product with no training and had seamless interaction with the on-line product right from the start. Administration of the system was very simple, easy to navigate and easy to understand. LBi team was professional, timely and experts in understanding our needs and system requirements. Great experience with product and company, would use again. ” Erin Quinn
  • 18. What The Experts Are Saying “User Advice: It is tempting to assume that HR call center functionality needs can be met by IT ticketing systems, but privacy and security require specialized functionality… Knowledge and policy management are vital for successful shared-service deployments, so ensure that you include these in your assessments…” “Business Impact: A poorly run shared-service center can derail the whole HR function. Building a stable foundation for improved HR administration can significantly cut HR costs, and will lead to better employee service. The effective deployment of these tools will help reduce HR administrative costs. Successful shared-service projects often lead to cost reductions of 30%.” Gartner
  • 19. What The Experts Are Saying “There is no longer any doubt that employee engagement yields a positive ROI. In its pioneering research into employee engagement, Gallup found that ‘increasing employee engagement directly correlates with a positive effect on key business metrics’.” Gallup Consulting
  • 20. What The Experts Are Saying “…developing and applying measurement strategies that ensure efficiency, effectiveness and business alignment is among the 10 best practices of high impact HR organizations…” Bersin & Associates (now Bersin by Deloitte)
  • 21. ROI Analysis Tool Fill in a few variables and the calculator will auto estimate your ROI after 3 years
  • 22. www.lbisoftware.com Thank You Presented by: Howard Kaplan Director of Business Development hkaplan@lbisoftware.com 516-921-1500 x 135