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December 29, 2003 By: Liz Peters PeopleSoft to deliver industry's first integrated HR HelpDesk Solution
"As organizations look to provide their HR services more effectively and increase workforce satisfaction, they will need to leverage solutions that combine CRM help desk and HRMS technology seamlessly with self-service to deliver the optimal worker experience," said Jim Holincheck, research director of Human Resource Management, Gartner Group. PeopleSoft HelpDesk for Human Resources will give HR specialists a 360-degree view of every employee's case history and HR data, enabling them to quickly manage and resolve all employee HR issues in real time. The solution will intelligently connect employees to an HR specialist with the appropriate skills to address their specific request. Additionally, HR personnel will be able to access and update a knowledge base of HR solutions to quickly find answers and automatically pass along knowledge to other specialists. HelpDesk for Human Resources will also include a self-service component that will empower the workforce to solve their own problems and enable HR to focus on more strategic initiatives, driving up workforce satisfaction and productivity. "The most strategic move an organization can make to cost effectively sustain growth is to equip its workforce with 'real time' tools," said Liz McNally, manager, Training and Development at London Drugs. "The next step in total workforce information, integration and streamlining of processes has arrived with the advent of HelpDesk for Human Resources. HR professionals will now have the ability to achieve real efficiencies by directing their workforce to the right person, at the right time with the right information." "PeopleSoft will be the first to market with a human resources help desk solution that integrates customer-facing service practices with employee-facing support processes, which can have an immediate impact on employee productivity," said Doug Merritt, vice president and general manager, PeopleSoft HCM. "PeopleSoft HelpDesk for Human Resources will close the gap in HR service delivery by providing support for the resolution of complex issues that could not typically be resolved through self-service channels."
About
The Author:
Liz Peters is a successful author and regular contributor to http://www.help-desk-software-n-application.com.
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