HR Case Management

MineStream & HR

"the case management tool of the future"

“The software is able to adapt to a lot of different processes. So, you’re able to set it up either based on operations or you can also set it up based on work. So, who is doing the work, why are they doing it, when are they doing it and how fast are they doing it. With that you can actually measure your productivity. So, in order to get to the future, you would definitely need to be able to project and you would need to be able to have that back up information. The versatility of has shown us that it will be able to lead us into the future successfully.”

Read the complete case study here

Consultation & Requirement Scope

MineStream was initially deployed within a Shared Service Centre to manage employee enquiries and improve service levels. The customer had a charter of requirements with regards to enquiry classification, standardisation, prioritisation and workflow management. These could not be managed within their ERP.

The Implementation

Within a few years the solution was integrated with a telephony system, processed all new internal HR work requests, as well as their associated tasks. It provided VPs with a suite of reports previously unavailable to them. Staff workloads were streamlined via the application of SLA timeframes and case templates to improve delivery and productivity.

The Outcomes

Today, the solution delivers a standardised workspace to HR hubs around the globe. Employees now have service access 24x7, and the platform delivers clear business-defined HR processes to facilitate the administration of critical tasks for employees that fall outside core ERP capabilities.

Critical Success Factors

A Vast Feature Framework

Workflow

Electronic forms can be integrated into the solution to improve and automate service requests and business workflow.

Streamlining

Service Level Improvements Via One Click Templates to pre-define and set SLAs.

Compliancy

The solution provides security and SOX compliance. Configuration can be tailored to suit the business.

An Enterprise Solution

HR Transformation

A few examples where HR workflows are streamlined with integrated web forms:

Enquiry Management
Stop Payment Request
Unqualified Payment
Periodic Reporting
Payroll Process

Payroll Escalation
Re-Open Closed Case
Payroll Error Register
Off-Cycle Payment Request
Contact HR Admin Hub

The Impact

FILLING THE GAPS IN SAP

“Quick Link” Employee requests are used to create cases when they are initiated via a customer walk-in or telephone call. A template is used to pre-populate the content of the enquiry. By entering an Employee ID, the case is automatically linked to the employee record.

The Admin Hub can prioritise cases within the business for processes such as Payroll Escalation.

HR Central Admin can engage HR Admin Hubs via internally raised cases. The business have visibility across assets for extended reporting capabilities.

A one click links spawns requests to HR Central Admin from the Admin Hub, Automatically linking the original request as the parent case.

Example 1: Creating a Letter of Offer. A standard letter is automatically attached to an outgoing email and email pre-populated with standard content

Example 2: Employee On-boarding. Managed sequential or parallel workflow is created based on governed process and tasks created and sent via email to appropriate parties.

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