Better employee service. Fewer calls to HR. Lower costs.

Imagine empowering employees to answer their own HR questions. Achieving 90+% first-call resolution. Getting CSRs up to speed faster…all while your team handles more calls with fewer dedicated resources, helping you reach both start-up and stretch key performance indicators faster. Imagine enabling your HR Shared Services operations and staff with HR-centric solutions designed for consistent, compliant and accurate information with each contact.

To improve the delivery of services – while reducing the cost – Lawson Case Management helps customers implement the multi-tier model for HR service delivery. Case Management helps your HR service representatives manage employee inquiries when employees cannot find the answers to their questions on their own. Complex employee and manager HR inquiries are also initiated through the HR Shared Services Center, then escalated to HR subject matter experts.

Case Management/Shared Services also:

• Helps handle a high number of calls with fewer HR representatives
• Reserves expert HR resources for critical issues and strategic planning
• Resolves up to 28 percent of employee and line manager HR inquiries
• Offers reporting and analytics through powerful customer service and administrator dashboards
• Supports a multi-tier approach to HR service delivery