CaseManager
Help desk and call tracking workflow management software for Human Resource Management and Benefits Administration
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CaseManager is a complete, browser-based web application providing a comprehensive software solution for managing and tracking HR, Payroll and Benefits calls and issues.
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Decrease Costs as call volume decreases - CaseManager's stat-collector identifies which policies and procedures can be better clarified to employees.
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Improve Service Levels - With all of the caller's information -- including case and call history -- tracked and easily accessible, CaseManager ensures continuity regardless of who takes the call.
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If the CSR is unable to quickly resolve the case, CaseManager will automatically forward the issue to the appropriate Specialist.
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Empower the Employee with CaseManager’s self–service portal and e-mail integration.
CaseManager Features
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Tracks calls and issues to resolution
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Streamlines workflow
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Automatic assignment and escalation of cases
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Resolution tracking and management
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Automatically creates a knowledgebase of common problems and resolutions, and tracks its usage
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E-mail integration – notifications and reminders
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Employee Self Service entry of cases and case history view
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Powerful administrative utilities for quick and easy customization of the application
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Attach documents electronically to a case
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Company-wide alert system
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Employee feedback survey
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Integrates with Single Sign On (SSO) or existing portal environments
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Integrated, context-sensitive help system and seamless integration with existing corporate documentation in "wiki" format
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CTI and IVR Integration
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PeopleSoft, SAP, Oracle, JD Edwards integration
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Produces metrics to identify the reasons for calls, call length, resolution time, CSR effectiveness, training issues, etc
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CaseManager uses the latest Java Technologies and is certified by SUN
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CaseManager is a MySQL Network Certified Program
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Screenshots
(main screen)
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(new case)
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(clipboard)
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Employee Portal
The CaseManager Employee Portal allows employees to access their own version of the CaseManager system. They can view a history of their "cases", which can be items such as questions, problems, or comments. They can also create new cases directly through the web or by emailing the CaseManager system.
The CaseManager Employee Portal gives employees direct access to a knowledgebase of commonly asked questions. This feature puts access to important information at their fingertips, reducing the need for phone calls or emails to the HR department, and increasing employee satisfaction by providing them with a quick and easy issue resolution.
It's easy for administrators to create an "online help guide" for all users. This guide, in a searchable and indexed "wiki" format, provides employees with quick and easy access to information ranging from Benefits Guides to Company Handbooks, or anything in between.
Features:
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Detailed and real-time case history
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New case entry
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FAQ of common problems
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Web-enabled for access from anywhere
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No client installation required on employee machines
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Integrates with existing company HR portal and single sign on
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Integrated, context-sensitive help system and seamless integration with existing corporate documentation in "wiki" format
Screenshots:
(case history)
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(new case entry)
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(wiki benefits guide)
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CaseManager
