Client Situation

The HR Team of the global telecom major was managing an internal helpdesk, through an email interface, where in the query flowed into a central ID and which was then allocated to specific process owners and external vendors. There was no tracking mechanism, once the query was forwarded to specific SPOCS and the employees were made to follow up with administrators and vendors. The employees were not getting their queries resolved in time thus creating high level of dissatisfaction. So the client wanted to streamline the existing internal HR helpdesk activity to ensure higher employee engagement and better employee relations.

Client was searching for ways to implement a single point HR helpdesk in midst of aggressive growth of the company through organic and inorganic routes. The challenges that were to be addressed for client were:

• Routing queries from multiple locations to a common point and then allocating them to specific process owners and third party vendors
• Reduce time of HR administrators, so as the team gets more time to focus on other strategic functions
• Increase employee satisfaction and HR branding by ensuring prompt and quality response

PeopleStrong Solution

To Help the client to achieve its desired outcome, PeopleStrong designed the helpdesk process, a high level process map, is illustrated here.

The steps taken to frame the solution were:

• Defining the source of queries, by making central IDs like hrsupport@clientname.com and phone numbers like 1800 - numbers
• Industry best practice for process designing
• Identifying internal and external SPOCS
• Identifying communication modes (Email and Telephone for queries, analytics for process and project tracking)
• Defining SLA and reverse SLA with SPOCS, to ensure timely resolution
• Extensive process reporting and frequent process reviews to ensure that all stakeholders are aware of the process health.

Client Benefits

Client was able to achieve higher level of employee engagement, through enhanced employee relations and prompt query resolutions.

• Ensured a superlative SLA compliance of 100% by responding to all employee queries within 3 working days
• Turned around Employee SAT Scores from 53% to 88% on HR Service delivery within a span of 6 months
• Provide a means for escalating very complex requests and monitor those that are slow to be resolved
• Identify recurring problems, report trends to management, and recommend possible solutions or correction procedures
• One window for solutions on all corporate policy, payroll and benefits, SAP related matters. HR Helpdesk ensured that corporate policy gets properly dispensed within all realms of the organization
• Brought clarity to the HR core team by periodically and accurately reporting on HR vendor performance
• Resolve as many requests as possible on the initial inquiry, thereby reducing the number of inquiries redirected to next level of support
• Develop standard management reports to evaluate service delivery and service-level agreements, either internal or external