Moving to HR shared services – either in-company or outsourced – is no longer a distant future to many companies. Many global companies have taken the step; many will follow in the next years.
From an operational perspective, there is not one universally valid technology model for HR service centers. Some companies get by with basic contact center tools, others differentiate by offering as many contact points as possible. Whatever technology model applies, it must be aligned with the business strategy. NorthgateArinso provides the tools and technology to streamline service center operations; either in the context of HR outsourcing or for in-company HR shared services.
Convergence is key, also in HR
As companies start to uncover the efficiency and flexibility of HR shared services, they realize they need a powerful, scalable, and integrated software solution to support their new model of HR service delivery. NorthgateArinso’s euHReka Service Center Management (SCM) allows HR organizations to control and streamline their entire service delivery flow – from first-line support questions to complex knowledge management issues.
euHReka SCM is a market-leading case management tool where multi-channel (e-mail, web, voice) customer interaction is processed in a unified way, providing fully transparent HR transactions to the employee. It is designed to assist HR Service Agents in their daily task of providing timely, informed and traceable information or transactions. The euHReka SCM is the electronic testimonial of the past and present interactions of the employee with the Service Center.
HR’s service delivery backbone
NorthgateArinso’s euHReka SCM software is the backbone of an HR organization that has successfully shifted towards HR shared services. It emulates the new, tiered model of HR service delivery, mirroring the concept of Tier 1 Service Agents, Tier 2 Subject Matter Experts and Tier 3 Business Partners.
360° employee view
The case tool acts as the pivotal entry to all other core and support systems in the Delivery Center. It is the dashboard console of the Service Center Agent. From this screen, he or she can access the underlying HR systems in order to perform immediate data manipulations.
euHReka SCM is a case management tool that goes beyond the traditional functions found in similar software today. It offers a complete solution to managing employee queries, from start to finish. It offers an integrated contact center solution, a Document Management repository, and a powerful Knowledge Database all wrapped up into an attractive virtual workspace from which HR professionals can drive their daily employee relationship management.
Innovation in HR service delivery
When moving towards HR shared services, you need to rely on a powerful case management tool to support smooth and efficient HR services on a daily basis. euHReka SCM is the solution for choice for companies wanting to control and streamline their entire service delivery flow for in-house or outsourced HR shared services.
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