Improve Employee Engagement with a HR Case Management Application like LBi HR HelpDesk

1. www.lbisoftware.com
LBi HR Help Desk
Webinar Series Presentation
Enhancing Employee Engagement
Presented by:
Howard Kaplan
Director of Business Development
hkaplan@lbisoftware.com
516-921-1500 x 135

2. Agenda
• LBi Overview
• HR Help Desk Overview
– Differentiators
– Technology
– Reporting & Analytics
• Improving Employee Engagement
• HR Help Desk Demonstration
• Wrap Up

3. LBi Software
• Established 1982
– Small and agile – Personal attention
– Emphasis on quality, not volume
• Primary Focus on Human Capital Mgmt (HCM)
Solutions
– Legacy in custom HCM development
– Custom & packaged solutions

4. LBi Software
• Web 2.0 Development expertise
• IVR/CTI/Speech Recognition expertise
• Mission/Business Critical solution delivery

5. HR Help Desk Highlights
An HR-Specific help
desk solution
 Confidentiality & Security
 2 Knowledgebases +
 Wiki KB
 Common Problems KB
 Document Repository
 Built-in work flow
 Custom & Standard Tasks
 Employee Interactions
 Integrates with your HRMS
 Email integration
 Employee surveys
 Social Media Integration

6. HR Help Desk Differentiators
• Built specifically for HRIS integration
– Employee Self Service Automation systems
– Benefit Enrollment systems
• Unique hybrid packaged / customized solution
– Feature rich
– Designed from the ground up for rapid modification to
exacting client needs
• Scales to tens of thousands of users

7. HR Help Desk Differentiators
• Multi-platform architecture
• On premise or hosted deployment
– Single Tenant architecture – every install stands
alone. Shared-nothing environment
• Multi-Language availability

8. HR Help Desk Technology
• Developed in J2EE
• 100% Web based
– Any browser (IE, Firefox, Chrome, etc.)
– Optimized for iPhone/iPad, Android native browsers
– No controls to install (Flash, ActiveX, Silverlight, Java Applets, etc.)
• Single Sign-on
• Supports multiple databases
– MySQL
– Oracle
– DB2
– Microsoft SQL Server
• Supports multiple OS’s
– Linux
– Windows
– Solaris
/ / / /

9. HR Help Desk Case Entry Options
Flexible Employee
Access
 Secure Web Portal access
 Email case submission
 Phone – CTI/IVR

10. HR Help Desk Reporting
Turn one report template into several reports:
• Quick Answers
• Urgent Cases
• Overdue Cases
• Closed Cases
– By CSR/Agent
– By Division
– By Category
– By Date Range

11. Build Your Own Report Library
Schedule reports to run
& select recipients

12. HR Help Desk Report Export

13. HR Help Desk Data Export
Easy data
extraction
Turn report data into
actionable analytics:
 Excel Pivot Tables &
Charts
 Other Analytic programs
 Data extraction for non-technical
users direct from every report screen

14. HR Help Desk Executive Dashboard

15. Improves Employee Engagement
• Cases resolved faster
• Minor concerns resolved before they fester
– Identify frequent issues that could become
pervasive
• Consistent adherence to company policies &
procedures
– Fair & equitable treatment

16. Improves Employee Engagement
• Employee feel directly engaged with HR
– More personal attention
• Issues are managed with complete privacy
and confidentiality
– Employees may request how to be contacted
– Conforms to HIPAA, PHI, PII and other regulations
• Greater employee satisfaction
– Equals greater performance & customer care

17. HR Help Desk Benefits
• Fewer calls into HR
– Save time and dollars
– Free up resources for more strategic work
• Enhances Talent Management systems
• Efficient case tracking and archiving
– Legal issues, disputes, harassment, etc.
– Case detail history reporting
• Analytics

18. www.lbisoftware.com
Demonstration

19. What Our Customers Are Saying
“We implemented this LBi HR Help Desk in a large organization with users in
50 states and several countries. Employees were able to utilize the product
with no training and had seamless interaction with the on-line product right
from the start. Administration of the system was very simple, easy to navigate
and easy to understand.
LBi team was professional, timely and experts in understanding our needs and
system requirements. Great experience with product and company, would
use again. ”
Erin Quinn – General Dynamics

20. What The Experts Are Saying
“There is no longer any doubt that employee
engagement yields a positive ROI. In its pioneering
research into employee engagement, Gallup found that
‘increasing employee engagement directly correlates
with a positive effect on key business metrics’.”
Gallup Consulting

21. What The Experts Are Saying
“User Advice: It is tempting to assume that HR call center functionality needs
can be met by IT ticketing systems, but privacy and security require
specialized functionality… Knowledge and policy management are vital for
successful shared-service deployments, so ensure that you include these in
your assessments…”
“Business Impact: A poorly run shared-service center can derail the whole HR
function. Building a stable foundation for improved HR administration can
significantly cut HR costs, and will lead to better employee service. The
effective deployment of these tools will help reduce HR administrative costs.
Successful shared-service projects often lead to cost reductions of 30%.”
Gartner

22. What The Experts Are Saying
“LBi Software is passionate about helping HR see the
challenges that lie ahead and providing insight into how
to handle them.”
Lisa Rosendahl – HRBN

23. What The Experts Are Saying
“…developing and applying measurement strategies
that ensure efficiency, effectiveness and business
alignment is among the 10 best practices of high
impact HR organizations…”
Bersin & Associates (now Bersin by Deloitte)

24. www.lbisoftware.com
Thank You
Presented by:
Howard Kaplan
Director of Business Development
hkaplan@lbisoftware.com
516-921-1500 x 135