Service Desk for HR

Sitting at the heart of Sunrise HRCM is Case Management, a service which enables HR teams to quickly and easily record and assign a query or case when it comes into the department. With instant access to employee history, duplicate cases and a library of knowledge articles, your HR staff will be able to respond consistently to employees, quickly identifying who is working on a specific case or query and thereby routing the call to the correct member of the team to follow up.

Whether a simple query or a more complex case, with Sunrise Case Management, HR teams will have a flexible way of logging, tracking and resolving them in one central location and with an audit trail for future reference, if or when it is needed.

Prioritisation of queries and cases is simple and easy with Sunrise Case Management, with proactive notifications to HR staff or business partners via internal messages, texts, or customisable emails.

With Sunrise’s 100% browser-based interface, your HR team will have access to the information you want them to see, no matter where they are, what device they have on them, or what time they want to access it.

Sunrise HRCM also provides a specific area for employee requests – whether your employees are calling up to request a copy of the employee handbook, see a copy of their P60 or a list of all employee benefits – you can record and report on all of these requests here.

This functionality also extends to your employees, whereby you can create template request forms using the employee Self-Service portal – allowing your employees to make requests anytime of the day and freeing up your HR Service Desk to focus on business critical cases. This functionality also extends to your employees, whereby you can create template request forms using the employee Self-Service portal – allowing your employees to make requests anytime of the day and freeing up your HR Service Desk to focus on business critical cases.

All requests can be broken down into the specific tasks that are required to complete them. From initial authorisation to implementation, task templates can be built that automate the creation of tasks for common requests.

With Sunrise HR Case Management you can empower your employees to manage the services they need, at the time they need them, by making the Service Catalogue available via a Self-Service portal. New requests can be made, and existing requests tracked through the approval processes all the way to delivery.

Publishing and sharing knowledge of  your internal processes and new legislation across your HR Service Desk ensures your employees receive a faster, more consistent response, time after time. It even speeds the time for new HR support staff to be upskilled. By using Knowledge Management and publishing knowledge articles to your employees using Self-Service, they can help themselves without ever having to contact HR for support. Tap into the knowledge of your team and share information in order to better resolve inquiries and HR related issues.

Once you’ve captured your knowledge don’t keep it to yourself. Organize your valuable information with simple category classifications and keyword tags, to ensure it can be easily found in the future. Dynamic searching will ensure that this published knowledge is presented to your HR team quickly and easily while they’re logging the details of an inquiry.

Having all your knowledge in one place will speed issue resolution, enable new staff to acquire knowledge rapidly, and can have a dramatic effect on the number of reported issues should/when you put this information in the hands of your end users. Watch the video on Intelligent Searching of knowledge management to learn more about how Sunrise HR Case Management can help you harness the information within your HR team.

Keeping control of your Service Level Agreements (SLAs) is a critical element of successfully delivering against your key performance indicators and ensuring continued employee satisfaction as you resolve their queries and cases. Sunrise HRCM automatically calculates your response and resolution targets based on impact, urgency, and priority. Service level tracking also includes those external service providers, such as suppliers, that are involved in the resolution. Your Service Level Agreements even take into account the hours and the days you have off, such as weekends and public holidays, or you can just “stop the clock” manually by putting your queries and cases on hold, while you’re waiting for a response.

Sunrise HR Case Management details your performance statistics per day, week, month, across the years, or broken down by groups or individual support agents. With your employees demanding a high quality service you’ll have all the statistics you need to back you up.

Let Sunrise HRCM take the stress out of tracking your HR team’s performance.

Offering your employees a first class experience is really a must if you want to encourage them to adopt Self-Service instead of picking up the phone. Your HR team may not be available 24/7 and many customers would rather try to fix issues themselves in the first instance. With a simple to use interface, employees can raise their own HR support calls, search for solutions within an approved knowledge base, and keep their own information up-to-date. Your end users can even use their own domain username and passwords to login. No need for yet another set of user credentials to remember, or forget.

Self-Service is a proven method of dramatically reducing the volume of Incidents being reported to your Service Desk, freeing your agents up to be more proactive on the issues that really matter.

Keeping everyone up to date with important information is easy with Sunrise HRCM. Whether it’s a simple announcement about HR availability, changes to people and processes, or other information about services, Sunrise Case Management lets you make announcements to individuals, groups, or the entire company via Self-Service.

With a simple to use interface, employees can raise their own queries and requests, search for answers within an approved knowledge base, and even keep their own information up-to-date.

Keeping everyone up to date with important information is easy with Sunrise HRCM.

Whether it’s a simple announcement about changes to people and processes, or information about new or updated legislation, Sunrise HRCM lets you make announcements to individuals or groups within your HR team, or the entire company via Self-Service.

All announcements can be set to be published automatically allowing you the ability to define future announcements with ease. They can even be set to expire when the date has passed and the information is no longer relevant.

Whatever you have to say, however, you want to say it, you can be sure that Sunrise HRCM enables you to target your HR announcements to the right people and at the right time.

Reward and motivate your HR teams to improve service, resolve employee issues promptly and become more productive using integrated gamification techniques.

Based on common HR Service Desk statistics and Key Performance Indicators, gamified support processes ensures that your team stay motivated and focussed on delivering the goals of the business.

From earning experience and badges to competing in challenges against their peers, gamification helps deliver a truly rewarding support experience.

Challenge, motivate and reward staff by making them feel they are part of a larger objective drives up standards, improves collaboration, and helps share knowledge.