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, Recruitment, Talent Management and Benefits calls and issues.
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Decrease Costs as call volume decreases - Reduces calls into HR by up to 75%.
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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.
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Complements Talent Management solutions, identifying potentially costly patterns of individual or group personnel issues.
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Robust features to maximize HR productivity, improve employee satisfaction and mitigate risky issues.
CaseManager Features
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Easy to use interface, integrated knowledgebase and robust reporting
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Resolves cases quickly and efficiently
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Employee Self Service entry of cases and case history view
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Automatically creates a knowledgebase of common problems and resolutions, and tracks its usage
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Attach documents electronically to a case as a CSR or an employee
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E-mail integration – notifications and reminders, disclaimer management
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Powerful searches using "Sounds Like" and wild cards
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Document Repository (or File Cabinet) allows for easy maintenance of commonly used documents - manage them through CaseManager and attach directly to cases as necessary
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Turns HR documentation (employee manuals, employee handbook, benefit guides, etc.) into a self-help context sensitive, indexed, categorized, and searchable “wiki” database
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Highly configurable to fit exacting requirements
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Onsite or hosted deployment
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Server based licensing
Workflow
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Policy based issue resolution – maintains complete information about issues and management of resolutions
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Tracks calls and issues from origination to resolution
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Streamlines HR customer service
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Track all interactions with employee – email, calls, etc.
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Associate a "task list" with a case
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Automatic assignment and escalation of cases
Management Reporting
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Manager Dashboard with drill down capabilities
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Flexible reports for Management with detailed analytics using metrics like average response time, first time call resolution
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Company-wide alert system
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Employee feedback survey
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Stat-collector identifies which policies and procedures can be better clarified to employees
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Powerful administrative utilities for quick and easy customization of the application
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Produces key HR metrics to identify the reasons for calls, call length, resolution time, CSR effectiveness, training issues, etc.
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Reports identify recurring problems and report trends to management
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Powerful reporting and analytics provide a complete historical view of HR and employee interaction, potentially minimizing personnel disputes and expensive legal actions, while providing valuable insights into your employees’ disposition towards the company
Technology
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CTI and IVR Integration
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PeopleSoft, SAP, Oracle, JD Edwards integration
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CaseManager uses the latest Java Technologies
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CaseManager is a MySQL Network Certified Program
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Integrates with Single Sign On (SSO) or existing portal environments
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Platform independent architecture
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Onsite or hosted deployment
Security
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Three levels of security access
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Complete audit trails of all cases
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Integrates with Single Sign On
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Tracks all interactions with employees
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Priority levels
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Case visibility settings – i.e., Confidential Cases
Screenshots
(main screen)
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(new case)
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(clipboard)
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(manager dashboard)
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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 can be delivered as Software as a Service (SaaS). Our SaaS option frees your IT staff from the burden of purchasing and maintaining expensive hardware and software. SaaS from LBi provides nightly backups, full firewall protection, 99.9% guaranteed uptime, a proven disaster recovery plan, and is offered with two options:
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Dedicated Server Environment
Your system is hosted on a dedicated server in a SAS 70 Type II compliant secure hosting facility. Each client deployment includes a separate instance of the CaseManager application, database, operating system and web server. No other client data or business application resides on your server. Our Dedicated Server option provides the utmost in performance and security.
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Cloud Computing Environment
For maximum performance at the lowest possible cost, select LBi’s Cloud Computing option. Highly secure and SAS 70 Type II compliant, high-speed connections to physical servers ensure that performance scales to meet your business demands.
Implementation
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Implementation and Training at no Additional Cost
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Implementation includes full setup and integration
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Implementation includes integration to your HR Application
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Training includes in-person sessions and Flash training videos
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Corporate Branding included - your corporate logo, color scheme, fonts.
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Typical Implementation is 60 Days
Links
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CaseManager
