Date post: | 16-Apr-2017 |
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www.lbisoftware.com
LBi HR Help DeskWebinar Series
Quality HR Service Delivery Demands HR-dedicated Case Management
Presented by:Howard Kaplan – Director of Business Development
[email protected] 516-921-1500 ext. 135
Agenda
• LBi Overview• HR vs IT Help Desk Comparison• LBi HR Help Desk 5.0 Overview– Technology– Reporting & Analytics
• LBi HR Help Desk Demonstration• Wrap Up
LBi Software
• Established 1982– We partner with you – your success is our success
• Primary Focus on Human Capital Mgmt (HCM) Solutions for the Enterprise– Legacy in custom HCM development– Custom & packaged solutions
• IVR/CTI/Speech Recognition expertise• Mission/Business Critical solution delivery
HR vs. IT Help Desk Comparison
• HIPAA, PHI, PII, Safe Harbor compliant– “Fines can be up to $250,000 for violations or
imprisonment up to 10 years for knowing abuse or misuse of individual health information”.
• Private Interactions/collaboration
• Confidential case visibility– Protected Access– Restricted Group Access
Security, Privacy, Confidentiality
HR vs. IT Help Desk Comparison
• HR documentation in a searchable wiki KB• HR centric workflow– Custom Tasks– Escalations– Reassignments– Overdue notifications
• HR centric reporting/KPI’s (morale, performance)• User selected preferred response method
HR vs. IT Help Desk Comparison
• Maintain non-employee records (1099’s, retirees, terminated workers, family members, etc.)
• Social Media Integration• Integration to benefit enrollment systems• One-click link to employee records in payroll
systems, talent management systems, etc.
Critical Features
• Document Repository/Library• Auto-send reports to user defined
distribution lists• Email case creation (with add
attachments feature)• Maintain personal notes on employees
X
• Build Common Problems KB (FAQ) on the fly
Critical Features
• Simplified to-do list filtering
Critical Features
• Schedule HR user absences and auto re-assignments• Employee search by name, sounds like, SSN, ID#,
etc.• Case aging by day or hour, and include/exclude
weekends & user defined holidays• Permanent audit trail (no case info is EVER deleted)
• Simple employee portal UI & mobile access– Search KB– Review past & open cases– Create new case
LBi HR Help Desk Technology
• Multi-platform architecture• On premise or hosted deployment– Single Tenant architecture – for security every
install stands alone– SaaS (monthly) or Perpetual License (purchase)
• Multi-Language
LBi HR Help Desk Technology
• Developed in J2EE• 100% Web based
– Any browser (IE, Firefox, Chrome, etc.)– Mobile version for iPhone/iPad, Android native browsers– No controls to install (Flash, ActiveX, Silverlight, Java Applets, etc.)
• Single Sign-on support• Supports multiple databases
– MySQL– Oracle– DB2– Microsoft SQL Server
• Supports multiple OS’s– Linux/Unix– Windows Server– Solaris
/ / / /
HR Help Desk Case Entry Options
Flexible Employee Access
Secure Web Portal Access
Email generated cases Include attachments Formatted email text or
email forms
Phone – CTI/IVR Calls auto routed to CSR
computer screen & phone Ticket created via voice
response and dialtone commands
Build Your Own Report Library
Schedule reports to run& select recipients
HR Help Desk Data Export
Easy data extractionTurn 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
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 – General Dynamics
www.lbisoftware.com
Demonstration
HR Help Desk Summary
• Secure and Confidential Communications• Conform to Government Regulations• Save Time and Money• Improve Employee Satisfaction and Engagement• Consistent Adherence to Policies Across Business Units• Rapid Case Search and Retrieval• Powerful Reporting & Analytics Provide Valuable Insights