LBi HR HelpDesk - Empowering
the Employee, Enhancing HR
LBi HR HelpDesk - an HR help desk and call-tracking workflow management software solution delivered the way you want it, supported by unrivaled project dedication and customer service.
LBi HR HelpDesk - a complete, browser-based Web application delivering a comprehensive software solution for HR case management, tracking employee calls and questions around total HR, payroll, recruitment, talent management and benefits.
LBi HR HelpDesk - powerful HCM reporting and analytics, providing a complete historical view of the interaction between HR and employees, potentially minimizing personnel disputes and expensive legal actions while providing valuable insights into your employee attitudes and concerns.
Built on a wealth of experience and deep understanding of HR business processes and technologies, LBi HR HelpDesk:
- Decreases human resources costs by reducing help calls by up to 75 percent
- Improves employee service
- All of the employee's information (including histories of cases and HR help calls) is tracked by LBi HR HelpDesk and is easily accessible; continuity of service is ensured no matter who answers the call
- If the customer service representative is unable to quickly resolve a case, LBi HR HelpDesk automatically forwards it to the appropriate specialist.
- Empowers the employee (boosting employee engagement) with LBi HR HelpDesk's self-service portal and email integration
- Complements talent management solutions by identifying potentially costly patterns of personnel issues by a single individual or among groups of employees
- Maximizes HR productivity through robust features that improve employee satisfaction and mitigate risk
- LBi HR HelpDesk's Robust Features
- Read about Hosting, Implementation and Security
- See Sample Screenshots
- Get More Details
Have someone contact you with more information about LBi HR HelpDesk.
Improve Employee Engagement with LBi HR HelpDesk – June 11th Webinar
LBi Expertise Expands the Power of LBi HR HelpDesk
LBi HR HelpDesk is the result of more than 25 years of experience building and integrating self-service applications for the HCM market. Combined with our dedication to building the right solution for each client, this technological power allows us to enhance every LBi HR HelpDesk project with our expertise in:
Features
LBi HR HelpDesk Features
In addition to the valuable benefit of offering either on-site or hosted deployment, LBi HR HelpDesk's robust features include:
- Easy-to-use interface, integrated knowledge base and robust reporting
- Quick and efficient resolution of cases
- Employee self-service for entering cases and viewing case histories
- Automatically creates a knowledge base of common problems and resolutions, and tracks use of the system
- Employee or CSR can electronically attach documents to a case
- Includes email integration - notifications, reminders and disclaimer management
- Powerful search functionality that uses "Sounds Like" and wild cards
- Document Repository (or File Cabinet) - easy maintenance of commonly used documents, managed within LBi HR HelpDesk, to directly attach to cases
- Converts HR documents (employee manuals and handbooks, benefit guides, etc.) into a self-help, context-sensitive "wiki" database that is indexed, categorized and searchable
- Highly configurable to fit exacting requirements
- Server-based licensing
Workflow
- Policy-based issue resolution - maintains all information about case issues and resolution management
- Tracks calls and issues from origin to resolution
- Streamlines HR customer service
- Track all interactions with the employee - email, phone calls, etc.
- Associates a "task list" with each case
- Automatically assigns and escalates cases
Management Reporting
- Manager dashboard with drill-down capabilities
- Flexible reports for management, with detailed analytics and metrics such as average response time and first-time call resolution
- Company-wide alert system
- Employee feedback survey
- Stat-collector that identifies which policies and procedures can be better clarified for employees
- Powerful administrative utilities for quick and easy LBi HR HelpDesk customization
- Produces key HR metrics, including identifying the reason for a call, call length, resolution time, CSR effectiveness, training issues and more
- Identify recurring problems associated with an employee based on cases, and generates reports of trends to management
HR Employee Self Service
The LBi HR HelpDesk Employee Portal allows employees to access their own version of the LBi HR HelpDesk system. Employees can:
- View a history of their cases, which can be items such as questions, problems or comments
- Create new cases directly through the Web or by emailing the LBi HR HelpDesk system
Employees can directly access a knowledge base of commonly asked questions. This puts important information at their fingertips, reduces the need for phone calls or emails to HR, and increases employee satisfaction by providing a quick and easy way to resolve issues.
Administrators can easily create an "online help guide" for all employees in a "wiki" format that is searchable and indexed. Employees get quick and easy access to the information in documents ranging from benefits guides to employee handbooks and everything in between.
Features of the Employee Portal include:
- Detailed and real-time case histories
- New-case entry
- FAQ of common problems
- Web-enabled access for anytime, anywhere use
- Automatic use on employee machines without any software installation
- Integration with existing company HR portal and Single Sign On (SSO)
- Integrated, context-sensitive help system and seamless integration with existing corporate documentation in "wiki" format
Technical Details
SaaS Hosting Options
LBi HR HelpDesk 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 percent guaranteed uptime, and a proven disaster recovery plan. It 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/SSAE 16 Type II compliant secure hosting facility. Each client deployment includes a separate instance of the LBi HR HelpDesk application, database, operating system and Web server. No other client data or business application resides on your server. Our Dedicated Server Environment 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 Environment option. Highly secure and SAS 70 Type II/SSAE 16 Type II compliant, high-speed connections to physical servers ensure that performance scales to meet your business demands.
Implementation
- Implementation includes full setup and integration
- Integration to your HR application
- Email integration
- Single Sign On (SSO) integration
- Training includes in-person sessions and Flash training videos
- Corporate branding included - your corporate logo, color scheme
- Typical implementation is 60 days
Technology
- IVR and Speech Integration Solutions
- PeopleSoft, SAP, Oracle, JD Edwards integration
- Ability to integrate with myriad other ERPs, including in-house HCM solutions
- LBi HR HelpDesk uses the latest Java technologies
- LBi HR HelpDesk is a MySQL Network Certified Program
- Integrates with Single Sign On (SSO) or existing portal environments
- Platform-independent architecture
Security
- Configurable security access
- Complete audit trails of all cases
- Integrates with Single Sign On (SSO)
- Tracks all interactions with employees
- Multiple priority levels
- Provides case visibility settings (i.e., Confidential Cases)
