Mark your Calendar for the 2012 Infinium Conference!!! September 24 26, 2012

Transcription

1 2011 Infinium Conference The following information is content from the 2011 Infinium User Conference. To view additional conference presentations go to Mark your Calendar for the 2012 Infinium Conference!!! September 24 26, 2012 Jerry Daniel, Director Infor Infinium Practice at TCI Copyright 2011 Infor. All rights reserved.

2 Enwisen HR Service Delivery Solutions Susan Dezenski Solution Consultant

3 We Help Employers Apply a Multi Tier h l Approach to HR Service Delivery Gartner KPIs: High Performers Enwisen Enwisen Customers 80% 90% 90% 1 90% 1st call call 6% in as little as 6% in as little as resolution 6 months higher call volume with fewer reps

4 How it Works Today in Most Organizations Who s Contacting HR? Channels They Are Using Time / $$s for HR Staff Knowledge Cost T0: Portal Employee Retiree Spouse Applicant T1: CSRs T2: SMEs 5% 50% 30% T3: Who You Know 15% 0 Mins Pennies 15 Mins $15 per 25 Mins $35 per 2 HRS $130 per GO OAL: Mov ve knowle edge up th he Tiers Tiers ost ution up T erating co ng resolu uces ope Movin red ** Metric estimated by the Help Desk Institute, Forrester Research Copyright 2011 Enwisen, Inc. All rights reserved.

5 Why are More Employers Moving to New HR Service Delivery Model More with less without sacrificing quality Maximize fix investments Get transformation ti on track Fund initiatives Re align talent mix

6 Operational Maturity Delivers Transformational Advantage Insight Inform and Enlighten Effectivenesseness Empower the Stakeholder ational Advantag ge Organiz. Efficiency Focus on Delivery Low-cost, high quality core service delivery Redirect the work of the HR Business Partner Relative Operational Maturity Actionable data for decision-making

7 HR Service Delivery Employee experience is critical What do I need to know bf before I execute my HR transactions? Where can I find answers to my questions about payroll, performance management, recruitment, etc.? How do I effectively onboard myself or new employees? What is my complete view of compensation? How do I leverage HR staff for answers I can t find myself?

8 What Do We Want the Employee Experience to Be? On hold while waiting for flight options Trying to figure it all out then calling back (and waiting on hold again) to purchase ticket Today it s all done online without 3 rd party intervention Standing in line to check in and get boarding pass Copyright 2010 Enwisen, Inc. All rights reserved.

9 Why Most Corporate Portals Have Not tfulfilled Promise Communications fragmented or missing Not searchable Not personalized Not on demand Not in relation to transactions Think about popular websites info vs. transaction Copyright 2010 Enwisen, Inc. All rights reserved.

10 HR Service Delivery HR Service Delivery KnowledgeBase Case Management Onboarding Total Rewards

11 HR Service Delivery Suite Answers in 2 Clicks Tracking & reporting Knowledgebase Case Management On boarding Off boarding HR Service Delivery Total Rewards Streamline processes Total aggregate view Integration to Your ESS, MSS, ATS & HCM Apps

13 HR Service Delivery KnowledgeBase Slf Self service access to HR information in two clicks or less One easy access point and password Personalized views for each employee ControlsHR services costs Averaging 100K hits per month (blue and white collar staff) Reduced field level HR requests through centralized call center 100% paperless HR via portal 300% increase in self service transactions

14 Categories Ask HR Benefits Life Events

15 HR Service Delivery HR Shared Services Case Management and KnowledgeBase Empower employees to find their own answers 80 90% of the time Achieve 90%+ first call resolution Get CSRs up to speed faster Allow fewer reps to handle more calls Achieve KPIs in just months 93% first-call resolution 13.5 seconds to find answer Redirected $3.5M in HR talent Reduced HR service delivery chargeback per employee to $80 Redirected $1M+ in HR talent 90%+ Tier 0 response 6% Tier 2 escalation after 6 months

16 Why Enwisen? Major differences: Integrate Knowledgebase ld into current structure Pre built content & templates for HR rapid implementation Powerful search drives 2 clicks or less PeopleSoft certified integration Proven HRSS experience eliminates delivery risk Full service configuration means less work for HR & IT Drive different results: Highest Tier 0 Highest 1 st call resolution Highest compliance & accuracy Greatest business impact & savings Copyright 2010 Enwisen, Inc. All rights reserved.

18 4 Steps to Onboarding Success Onboarding Acclimate, Automate, Integrate and Comply is a registered trademark of Enwisen, 2011

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20 Off boarding Many Ways to Leave Your Employer Voluntary: resignation, retirement, walk out, failure to return from leave Involuntary: immediate termination, reduction in force With or without notice A greater need for a personalized experience Copyright 2010 Enwisen, Inc. All rights reserved.

21 Off boarding is Complex Can be just as many processes and people involved as in onboarding Sometimes it is more time sensitive As many phone calls as manual Onboarding The opportunity for cost savings and efficiency improvements is just as great Copyright 2010 Enwisen, Inc. All rights reserved.

22 HR Service Delivery On boarding Success Saving $100K annually 95% of new hires are satisfied with their employment decision Pre-Day 1 issues are no longer a big issue Saved $1.4 M in 3 years Reduced new hire turnover by 11% 5 hiring locations to 1 90% of 35K hires pre-board online 90% reduction of dedicated di d HR new-hire processors

23 Value to Customers Focus HR resources towards current and future employees Track progress and receipt of key policies and forms Collect information from exits post employment Market alumni membership to high performing exits Leverage investment made in Onboarding Provide an Offboarding experience that is as good as the employee s Onboarding experience Create a favorable last impression Copyright 2010 Enwisen, Inc. All rights reserved.

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26 HR Service Delivery Total Rewards Effectively communicate overall employer reward programs Improve employee engagement and increase retention Highlight competitive advantages to employees and new hires Boost employee participation in voluntary programs Global deployment US live This is the best employee facing initiative I can recall in the 10 years I've been here. Reduced voluntary turnover Big increase in ESPP, 401(k) participation Introduced medical cost sharing Almost 40% of employees accessed statement on day of launch Copyright 2011 Lawson an Infor Affiliate. All rights reserved.

27 Better Engagement. Fewer Clicks to Total lpicture. Lower Turnover. Reduced voluntary turnover Big increase in ESPP, 401(k) participation Introduced medical cost sharing Proven reduction in voluntary turnover Paid for itself in 3 days pharmacist story BEST value year round for same cost as 1 time print BEST views for employee, recruits, managers BEST unification of unlimited data sources BEST packaged functionality including target messages BEST included leader guides and adoption tools Copyright 2011 Enwisen, Inc. All rights reserved.

29 Hershey Entertainment & Resorts On-Demand Workforce Communications Profile Hershey Entertainment Group: Hersheypark ZooAmerica North American Wildlife Park GIANT Center and the Hershey Bears Dutch Wonderland Family Entertainment Complex Hershey Lodge The Hotel Hershey Hershey Country Club Hershey Links Hershey Highmeadow Campground Hershey Nursery Hershey Laundry and Textiles Houlihan s Devon Business Challenge Replace paper, phone and as key means of communication to workforce Labor-intensive, expensive (postage) communications Allow HR to operate more strategically vs. spending all their time being a call center Create a portal that would affect true cultural change in way we communicate with our 7,500+ employees Solution Self Service for Infinium Human Capital Management ~ Manager, Employee and Benefits Results Implemented Infor Self Service in conjunction with Enwisen portal tools utilizing Single sign on - My Path Hershey PA can be accessed via the internet for 24/7 on demand access from work or home

31 Hershey Entertainment & Resorts

32 Results Hershey Entertainment & Resorts First two months = 300 address changes Paper cost of Open Enrollment estimated at $9.75/employee, 1500 FTEs 31 October of 2007 went live with Infor Benefits Self Service and SAVED approximately $15,000! Over 800 on line benefits enrollment transactions received, which meant over half their employees submitted changes Compared to 300 with paper pp process 33% increase due to better information / decision support Majority home enrollment advantage of evaluating with spouse and/or significant other. This has been a great experience for us. Dynamic statistics display their Top 5 sites within their portal Myles D. Miller Project Director Hershey Entertainment & Resorts #1 is Employee Self Service with 740 employees this week! Faster response time to calls that do come in personalized info at fingertips Very positive response from their workforce

33 Why Enwisen? Drive HR transformation through h lower cost HR service delivery Provide better HR service delivery with fewer resources and lower costs Drive breakthrough HR Service Delivery programs that deliver measureable business value

34 The Bottom Line Organizations with multi tier HR service delivery spend an average of 20% less, annually, per employee, for HR Service Delivery; high performers up to 50% less * From Gartner Group s Leverage a Multitier HR Service Delivery Model to Improve Efficiency - October 2008

36 2011 Infinium Conference The preceding information is content from the 2011 Infinium User Conference. To view additional conference presentations go to Mark your Calendar for the 2012 Infinium Conference!!! September 24 26, 2012 Jerry Daniel, Director Infor Infinium Practice at TCI Copyright 2011 Infor. All rights reserved. Copyright 2011 Infor All rights reserved