Leadership

Enhancing HR Service Delivery With Case Management

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Executive Summary

Many modern Human Resource Management Systems (HRMS) provide self-service portals for direct employee and manager access to information. But what happens when the desired information, or assistance, cannot be found? The employee in that situation often faces a bewildering and ill-defined array of possible next steps. Likewise, generalist HR advisors or agents must navigate complex repositories of policies and procedures, frequently without guidance or the ability to collaborate with - or even identify - suitable specialists. More often than not, the result is an unsatisfactory and time-consuming employee experience, as well as an expensive and unsuccessful attempt at HR service delivery. These are precisely the challenges that a Case Management application is designed to address.

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