Adrian Gurzau, Sales and Alliances Director
Human resources is responsible for finding, attracting and developing the people that make a company successful. But HR is challenged by a constant barrage of emails, phone calls, and questions from employees about topics ranging from benefits to payroll, and even sensitive issues like harassment. Spending time on these queries prevents HR from investing time on those more strategic initiatives.
Neocase Software is helping organizations to manage employee requests more efficiently, in a way that creates a consumer-grade employee experience. They do this through cloud-based software solution comprised of an employee self-service portal, case and knowledge management, and business process automation.
“Our tools enable HR to automate administrative work, and empower employees to be self-sufficient through a highly-personalized knowledge base and self-service portal,” remarked Jim Watson, Director Product Marketing at Neocase.
Self-service Portal Drives a Personalized Employee Experience
Neocase’s Self-Service Portal module provides a unique access point to the resources that managers and employees need. The portal is built using a responsive web design so that it can be accessed and viewed from any mobile device, including smartphones.
The Self-Service Portal integrates with the Case and Knowledge Management. This enables employees to submit a new case, if they don’t receive an answer to their question from the knowledge base. Managers and HRBP’s are also able to search the knowledge base or create cases and on behalf of other employees based on reporting structures.
Employees can view the status of their existing cases in the portal, and add new information. This capability drastically reduces calls to the HR service center.
Chat Bots and Live Chat Enhace the Employee Experience
Neocase provides chat bot capabilities in collaboration tools such as Microsoft Teams and Slack. This means that employees don’t have to leave the application they’re working in, to get help from HR. At any time, employees can opt to leave the chat bot, and chat live with an HR rep.
Easy to Manage, so HR isn’t Dependent on IT
Our tools enable HR to automate administrative work, and empower employees to be self-sufficient through a highly-personalized knowledge base and self-service portal
The portal content can be configured and dynamically displayed for an unlimited number of personas, including employees, managers, HR, business partners, recruits, and others. Thus, it delivers a highly-personalized user experience.
Additionally, portal pages and content are easily configured by non-technical HR professionals. This reduces the total cost of ownership, and enables HR to be less dependent on IT, or external consultants.
Business Process Automation Frees Up HR to do More Strategic Work
Neocase has a Business Process Automation (BPA) module that makes it easy to automate business processes in order to free HR professionals from spending time on manual, administrative tasks. These are often processes that are not covered by the core HCM system, and may include onboarding, global transfers, tuition reimbursements, employee compliants or investigtions, employee-of-the-year nominations and others.
The BPA module allows a non-technical HR process owner to easily create “smart form” that an employee or manager can complete on their laptop or smartphone. The second major component is a graphic process editor for creating worklows.
One of the differentiating factors is that Neocase offers solutions that are designed for HR, built by HR, run by HR. Hence, their solutions are effortless to configure, light, and robust with almost no requirement of customization. Neocase solutions are used in all industries, from manufacturing to healthcare.
“We have many companies from different verticals that often have a different requirement, and our solutions meet their every need,” says Adrian Gurzau, Vice President North American Sales & Alliances, Neocase Software. Another factor that sets apart the company is its two-fold support. First is the technical component comprised of 24/7 portal and knowledge base, their expert team in multiple time zones to answer the queries of the clients and resolve the issues.
Clients of Neocase include Air France, Bank of New York, Trinity Healthcare, Penn State University, Societe Generale and more.
Neocase, in the future, is aiming to deliver enhanced solutions that are specific to certain verticals like healthcare, manufacturing, and professional services. Additionally, being a software-based company, they are working towards employing more artificial intelligence and machine learning into their offerings to bolster their position in the market.