This global leader in assurance, tax and advisory services operates in over 150 countries with more than 150,000 people. Faced with up to 100,000 HR enquiries per year, the organisation invited Devoteam to help streamline its customer care systems for greater efficiency, better security and lower operating cost.
Our client’s Human Capital Customer Care (HCCC) team is responsible for handling approximately 400 HR enquiries per day from staff as well as external applicants on a huge array of issues. With 300 of these made by telephone and 100 via a dedicated portal, the team of up to 100 users is able to resolve 70% of cases while passing more complex ones to other specialist sub-teams, such as Choices, Joiners, Life Events, to resolve.
Since 2000, the organisation has used a bespoke BMC Remedy application, hosted in a virtual environment over a Microsoft SQL Server database to handle these cases. However, with annual traffic reaching 100,000, the system needed major enhancements – a more intuitive and modern interface, improved security, better knowledge management, introduction of self-service, and integration with a new front office application to remove duplication.
What did we solve?
The client engaged Devoteam, a world leader in IT Service Excellence, to create a single, secure platform that would consolidate its multiple individual solutions into an enterprise-wide application.
“We chose Devoteam as our strategic partner based on its understanding and proven experience of enterprise service management.” HR Director
Devoteam rewrote the HCCC system, introducing an array of new functions, and integrated it with the corporate Front Office HR system, to produce a transformational view of information from many different systems in one place.
The rewrite simplified the case-logging process and enhanced greatly the knowledge management which, in turn, has resulted in effective management information.
Devoteam successfully delivered the solution to plan. We also conducted comprehensive testing prior to release and equipped the client’s HCCC team with project documentation to help in the transfer of knowledge and skills.
The HCCC Transformation programme has delivered a raft of tangible benefits to the client:
- faster HR problem resolution
- integrated view of the HCCC operation to deliver better management control
- a superior user experience for staff and joiners using the HCCC services
- leveraging an industry solution has saved money
- lower operational costs.
The HCCC project realised a chief ambition of the client which aligns with true IT Service Excellence – to create shared infrastructure services while improving end-to-end performance through automated, flexible IT. This transformation project by Devoteam has secured HR’s place within the organisation as a change catalyst and thought leader which will see a reward of competitive advantage for the whole organisation in the challenging years ahead.