Better HR service delivery. Fewer resources. Lower costs.

To improve the delivery of services – while reducing the cost – Lawson helps customers implement a multi-tier model for HR service delivery:

• Tier 0: Employees access the Lawson Knowledgebase to find their own answers to HR questions. (As a software-as-a-service (SaaS) vendor, we’ll interface our portal and knowledgebase with your self-service solutions so employees can complete transactions at the same time). Key Performance Indicators (KPIs) suggest that 66% of HR inquiries should be resolvable at Tier 0. Some Lawson customers are achieving 80-90% Tier 0 usage.
  
• Issues not resolved at Tier 0 are escalated to Tier 1 – the HR shared services center or helpdesk. Because they share the same Knowledgebase, KPIs show that CSRs at Tier 1 should be able to resolve 28% of calls at this level – most on the first call.
  
• Only when an issue cannot be resolved at Tier 0 or Tier 1 is it escalated to HR subject matter experts at Tier 2. Best practices indicate that no more than 6% of issues need to be escalated to Tier 2.