In every business, HR is responsible for creating, implementing, and updating the policies and procedures relating to the workforce. Along with this, they also receive daily requests from employees on topics like time off balances, payroll, compensation, leave encashment, onboarding, offboarding, and timesheets.
The queries typically arrive via face-to-face interaction, email, or phone. These methods work well for smaller companies, but in large corporations, they often confuse HR. Addressing these questions manually through email or paper documents can be overwhelming, especially in the current remote work environment where virtual interaction is the only option.
Not to mention when requests start overflowing, there are high chances of delay in addressing queries, resulting in dissatisfied employees and bad employee experience.
This is where HR case management software comes into play.
This blog post will walk you through what HR case management is and why you need HR case management software to keep your employee experience high.
What is HR case management?
HR case management allows HR to improve the employee experience by effectively managing employee issues, requests, and questions. HR uses case management features – such as case tracking, workflow automation, reporting, and analytics – to track, manage, and resolve employee issues.
Here’s how it works:
When an employee raises a request, the HR manager assigns the query to a team member who acts as a single point of contact for everything related to the case. They are responsible for carving out a path to resolve the case by evaluating the information provided by the employee, investigating the root cause, and taking appropriate actions to finally solve the query on time. Sometimes, they may also need to collaborate with other departments to arrive at a solution rapidly.
In order to leverage HR case management in a growing workforce, you need robust HR case management software to streamline the flow of employee cases, allowing HR to solve more issues in less time.
What is HR case management software?
HR case management software helps the HR team to manage and solve high volumes of employee issues and requests effectively and securely.
With these tools, you can automate manual HR case management processes to provide consistent, timely support for cases of grievance, long-term sick leave, employee onboarding, terminations, harassment, payroll issues, and more. Plus, this software includes application integration tools (APIs) to integrate various business solutions like core HR software, payroll software, and more.
Benefits of HR case management software
Now that you know what HR case management software is, here are some benefits it can offer:
1. Saves cost and time
When handling employee issues manually, it’s hard to make sure that all the cases are addressed. A mountain of operational hours is spent on segregating and resolving all the open issues, coordinating with different departments, and collecting all the crucial information. These might result in manual errors, delays, and eventually, a poor employee experience.
HR case management software ensures all the information is collected properly and provides the HR person with the documentation, material, and data related to the queries. Further, it streamlines workflows for quick resolution and avoids misrouting, resulting in increased efficiency for your HR team and reducing costs spent on solving the issues.
2. Easy access to information
Thanks to the cloud-based HR case management software, the HR team can easily gather all the investigatory information and data on the request in one single place. They can then evaluate the information, derive conclusions, and resolve the case quickly and efficiently. Further, HR case management solutions allow the HR team to work on cases from anywhere, and collaborate on a central dashboard.
3. Provides transparency
Employees often use email as the mode of submitting their requests to HR. However, They have no idea if the request has been received or if anyone is working on it.
HR case management software offers complete transparency to employees by allowing them to know who is resolving the query, what all teams are involved, and when to expect a solution.
Further, it provides real-time insights that allow senior HR management to get accurate information regarding the critical case management metrics, HRBP’s performance, and other trends.
4. Enables self-service portal
HR case management software provides a self-service portal where employees can easily search for an answer to their queries or at least know whom to contact or where to go to find the required information. This reduces the number of tickets being raised and provides a single place for employees to access data.
Further, this self-service portal allows employees to search the HR knowledge base for helpful information and check the status of their requests.
5. Better resolution time
HR case management software avoids repetitive queries by intelligently assigning unique cases to suitable case handlers, thereby reducing the average resolution time by more than 50%.
Plus, it makes sure any request or action that needs approval from higher managers does not take long. It presents all the information – in a single system – required for managers to step in and make an informed decision.
This solution makes it easy to pass requests from one agent to another quickly. And since all the information is already present within the system, the next agent can resolve the queries without pulling out any new data.
In a nutshell, the HR case management system allows faster resolution of issues and reduces frustration among employees and HR, contributing to a brilliant employee experience.
6. Enhanced security
The HR case management software collaborates with top hosting companies to provide end-to-end encryption and allow only verified users to access confidential employee information.
Not every HR case management software is created equally, and not all are suitable for every organization. So, if you want to reap the above benefits, you need to choose a tool that comes equipped with multiple powerful features — which brings us to the next section.
Features of HR case management software
Whether you’re buying an HR case management software for the first time or looking to replace an old system, here are seven features you need to look for when selecting the best HR case management software for your organization.
1. Remote access
Remote working has become a norm in organizations worldwide, and it’s showing no sign of slowing down, especially with more than two-thirds of workers wanting to continue flexible working. As a result, it has become challenging for HR professionals to deal with employee requests instantly.
Hence, if anyone at your company works remotely, using HR case management software that enables remote access is essential.
2. HRIS Integrations
Most organizations don’t want to overhaul their entire HR systems when adopting HR case management software. In fact, they look for software that will easily integrate with the tools they already use.
Further, typing or copying employee data into case files is tedious. Not to mention the risk of uploading incorrect confidential information resulting in a slow resolution process. Since HR professionals don’t have much free time, choosing an HR case management tool that integrates with your existing HRIS can be your best bet.
3. Reporting capabilities
When you’re not clear on the number of queries you receive daily or the status of existing requests, the whole process can become overwhelming for your HR team.
The best HR case management software provides access to various informative reports, pie charts, heat maps, and graphs that offers deep insights into the status of new and existing requests in a nutshell. Plus, they tell you about the average resolution time, the number of resolved requests, and more.
Deploying such HR case management software in your organization can let you know the categories with the highest queries so you can take appropriate action and close requests on time. Not only that, they allow you to sort information by different fields, such as grievance type, location, case age, settlement status, etc.
4. Confidential collaboration
HR cases can be complex and often require HR teams to collaborate with other teams, departments, or employees to collect all the information to resolve the case. Since many individuals are involved in the resolution process and may have access to the employee’s private information, it’s crucial to maintain confidentiality in collaboration.
This is possible with an HR case management system that enables you to manage what each person onboard can view and edit. It allows your team members to work in a secure system rather than sending sensitive information via messages or emails.
5. FAQ automation
Employees tend to raise duplicated queries with HR. Solving them repeatedly can result in a wastage of time, effort, and resources.
This is why adding multiple frequently asked questions (FAQs) for every category under the module is a must. This reduces the number of queries that need HR’s attention and saves you from answering them again. Further, FAQ automation can serve as a knowledge base that employees can refer to before submitting their queries.
Choose an HR case management software that enables you to add FAQs. Plus, ensure you can edit and delete the FAQ entries whenever required.
Reasons you need HR case management system
If you are not leveraging HR case management in your organization, here are five compelling reasons why you should be.
1. Gives case management analytics
A good HR case management software provides real-time case management analytics that helps senior management see the loopholes in the current HR processes that may slow employees down or hamper their productivity. Plus, it provides details about crucial management metrics – average response time, queries in each category, agent’s performance, and other information, enabling you, managers, and senior stakeholders to make smarter decisions.
2. Makes HR processes more efficient
HR case management tools automate workflows to promptly route employee requests to the right person. Further, such tools provide a self-service portal that allows employees to find solutions faster, reducing the pile of employee requests coming in.
This level of automation increases efficiency for the HR team and organization and results in satisfied employees. Cases are routed to the correct expert, which means they are resolved more systematically and quickly than with manual methods.
3. Improves employee experience
HR case management systems make the process of raising requests by employees pretty straightforward.
All the employees have to do is log in to the system, select the category related to their question, and submit the request. Once it’s submitted, the case automatically gets assigned to the right agent responsible for resolving the issue. The employees don’t have to fill out complicated forms or send emails to raise requests, saving a lot of time on their part. Each request is recorded separately and assigned a deadline for a timely response.
This helps employees feel how responsive the organization is to their concerns, taking their experience to the next level.
4. Improves employee retention
Since the HR case management system streamlines workflows and addresses queries faster, it makes the employees feel valued and engaged with the organization. Further, it ensures that all employees have a great experience every time they have a question, making them stick to the company for longer.
5. Good return on investment
Buying an HR case management software is a massive investment for your organization. So, when choosing an HR case management system, you have to be sure that it will save your time and money and result in a better employee experience. These solutions deflect repetitive queries and allow fewer team members to solve more requests in less time.
The cost of HR case management software varies widely but depends on multiple factors, like organization size, the complexity of the tool, the number of users on the system, and more.
Finding the best HR case management software for your organization
HR case management software can offer dramatic advantages to organizations of all shapes and sizes. However, with the rapid advancements in cloud-based HR software, many companies have started offering such tools, each offering a plethora of benefits to your company.
Since every organization has different needs, finding the right HR case management for your business can be pretty challenging. Before getting a case management software, it is better to understand the company’s needs and the types of problems it is trying to address with the tool. Plus, make sure to choose a product that aligns with HR goals and enables you to take care of other processes like simplifying onboarding, conducting surveys, etc.
If you’re looking for an effective HR case management tool to provide your HR team with a much-needed boost, try Leena AI to amplify the overall employee experience.
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