HR Service Delivery: The Value of Modernizing & Transforming

Posted by on May 01, 2019

Modernizing HRSM

As a traditional enterprise cost center dealing with flat or shrinking budgets, Human Resources continues to try to find ways to eliminate full-time employee hours spent on tedious manual tasks and re-deploy its staff members to focus on driving more important strategic initiatives. However, due to their broad range of responsibilities, traditional HR practitioners struggle with providing a seamless and unified solution to engage with employees. This typically leads to two negative consequences:

  1. HR managers are overburdened with an avalanche of employee requests

  2. Employees are dissatisfied with spending time engaging directly with HR and frustrated with slow response times

But with a modernized approach to delivering HR services, these pitfalls can be avoided. And, a side benefit occurs too: As well as allowing HR staff to focus on more challenging, important tasks, a streamlined approach improves the employee experience as well and delivers value across the whole enterprise. Here are some of the benefits that accrue with a transformed HR service delivery strategy.

The Employee Experience Is Drastically Improved

In today’s digital workplace, employees, like all digital consumers, expect Human Resources to deliver services in a real-time and on-demand fashion. Many of today’s business leaders have recognized this and are making a shift in their digital transformation efforts to focus on optimizing the employee experience. In the 2018 Deloitte Global Human Capital Trends, Deloitte highlight this emerging trend:

“Organizations are no longer assessed based only on traditional metrics such as financial performance, or even the quality of their products or services. Rather, organizations today are increasingly judged on the basis of their relationships with their workers, their customers, and their communities, as well as their impact on society at large—transforming them from business enterprises into social enterprises.”

Business leaders recognize that modernizing their HR service delivery function is a great place to start. HR practitioners understand that employees don’t want to walk the halls and engage directly with HR to answer questions about payroll or time off. Rather, employees would prefer to search and find these answers themselves, from a single place, and at any time. Here's the good news: a modernized HR service delivery solution with an employee self-service portal can do just that.

Today’s HR service delivery tools can dramatically improve the employee experience in many ways, such as helping employees to be more effective at work by allowing them to take care of ~75-80 percent of their HR business through an HR service management self-service portal. Modern service delivery tools solution provides a unified interface for access to HR information and resources.

Employees Get the Customized, Personalized HR Interaction They Expect

New HR service management solutions have a higher degree on personalization thanks to the addition of persona-driven filtering capabilities within the solution's HR knowledge base. This dramatically reduces the searchable content by filtering it by employee attributes—that way, employees only see the content that is relevant to their specific role, status, position, and geography.

In many ways, these new HR service delivery tools behave a lot like consumer websites—they capture consumer information to understand online buying behavior, adding personalization and customized display results based on consumer preferences.

RELATED: Improving Service Delivery for IT and Across the Enterprise

HR Wins Big with New HR Service Delivery Tools, Too

Far and away, the most important focus on HR service delivery is to optimize the employee experience to improve their satisfaction and make employees more efficient and productive.

HR gains numerous ancillary benefits with these solutions as well, such as:

  1. An increase in HR productivity – by dramatically reducing the volume of repetitive employee requests that HR needs to field daily and driving self-service resolution to eliminate three-fourths of these requests, HR can focus on optimizing the resolution experience of the other 25 percent of requests that are escalated to the HR service delivery team, using the additional time to focus on key strategic initiatives.

  2. Improved efficiency due to automated workflows – a modern HR service management solution allows streamlined and automated complex workflows that cross multiple departments. These solutions eliminate the need to rely on manual processes like phone and email cross-departmental communications by automatically routing service requests to the proper departmental fulfillers like security, facilities, and IT to remove bottlenecks and improve service delivery and efficiency.

  3. Improved organizations analytics and measurements – today’s HR service management tools are also pre-built with on-demand analytics to equip HR with meaningful operational data and helps drive HR operations accountability. These tools provide strong analytics with the ability to measure and monitor KPI’s such as time-to-resolution—those metrics are essential for understanding the impact and success of your HR service management solution. A powerful HRSM solution with built-in analytics should show a drastic reduction in the time to fulfill requests, even as the number of requests steady increases in volume. And with all of Cherwell’s dashboards, information displayed is completely customizable, dynamic, and drillable for easy access to individual records.

With Cherwell HR Service Management, your organization can streamline and automate your HR service delivery. From onboarding to case management, efficiency grows, and the self-service portal delivers the experience that employees expect.

Learn more about how Cherwell HRSM can benefit your HR department.

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