Customer Management April 2005,
Ringing the Change - SOA
How Well Are Organisations Looking After
Their Support Staff?
White Paper (pdf)
HR/Payroll Service Desk
Providing good quality service to employees is just as important as providing service to external customers. Employees are one of the organisation's most expensive and valuable assets. A service request that may seem a minor inconvenience to an HR department, may well be a loyalty-changing issue for an employee.
Hornbill's Employee Support Desk solution is designed to be used by HR/Payroll departments or outsourced HR/Payroll service providers to automate and track a diverse range of enquiries from employees, contractors or freelance contributors. Enquiries ranging from payroll to holiday issues, reporting sick leave, booking annual leave, initiating grievance procedures or querying expense claims may be tracked and automated through Supportworks Employee Support Desk. Every interaction with an employee should be recorded, and your organisation should endeavour to respond to these in a timely manner.
Fully-Automate request management, prioritization, ownership and audit trail for use in conjunction with employee records.
Enable your employees to help themselves with SelfService. From logging a request via the Intranet to checking a personal benefits package, SelfService provides the employee with instant answers, quickly and efficiently.
Improve employee satisfaction through personal service and making their personal benefits more visible.
Analyse trends and patterns for employee absenteeism and manage this proactively with a back-to-work focus.
Support Data Protection laws by making personal information held against employees available to them in a secure, on-line environment.