eSavvy Webinar with Top Tips and Examples of Managing a HR Centre with Case Management Solution.

1. www.eSavvy.com.au
Top Tips and Examples of
Managing a HR Centre
with a Case Management Solution
Marcus Elias
Solution Architect - eSavvy
LiveWebinar

2. Marcus Elias
Solution Architect
at eSavvy
2012 & 2013 Microsoft CRM
Partner of the Year

3. 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, Professional
Services, Mining
www.eSavvy.com.au

4. Agenda
Challenges Facing HR Centres
Overview of HR Case Management Solution
Key Features and Capabilities
Overall Benefits
Case Study

5. CHALLENGES FACING HR CENTRES

6. 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".

7. 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.

8. HR CASE MANAGEMENT SOLUTION

9. 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

10. 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

11. 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

12. 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

13. 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 Details
Situation & Background
Advice Given
Next Steps….etc etc
Follow ups
Document Attachments

14. View List of Cases
Access to Multiple Views of Cases
Open 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

15. 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.

16. Sample Knowledge Base Article

17. 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

18. 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

19. 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

20. HR CASE MANAGEMENT SOLUTION
BENEFITS

21. 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

22. HUNTER NEW ENGLAND HEALTH
REGIONAL HEALTH SERVICE IMPROVES ACCOUNTABILITY
WITH MICROSOFT DYNAMICS CRM
Case study

23. 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

24. 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

25. 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

26. Q & A
Please write your question in the
GTW Questions text area...

27. Please take a moment to fill out our
4-questions exit survey
THANK YOU!

28. www.eSavvy.com.au
Marcus Elias
Solution Architect, eSavvy
THANK YOU!
marcus.elias@esavvy.com.au Info@esavvy.com.au1300 799 723