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HR case management solutions are steadily permeating the workplace. It’s an inevitable wave of change, one that promises to greatly improve HR service delivery initiatives.
In their 2019 Market Guide for Integrated HR Service Management Solutions, Gartner emphasizes the importance of adopting a case management tool, especially for HR professionals. The renowned research firm says the solution delivers “context in context to employees and managers in support of employee-related processes, policies, and programs.”
Of course, there’s more to case management than meets the eye. Organizations that are willing to automate their HR case management processes can experience benefits such as:
Today’s workplace is undergoing drastic and fast-paced changes, but with a case management solution, you can keep your employees motivated and engaged. In this article, we’ll attempt to build a case for HR case management, but first, let’s define this phenomenon.
Think of a case as a request. Requests typically stream in from employees, managers, new hires, HR business partners, and external entities.
Each request needs to be recorded, along with key information about the requester, the source of the request (e.g., telephone, chat, and email), and the category of the request.
Case management is, put simply, how organizations manage this entire workflow. (You can check Gartner’s definition here for more clarity).
Case management technology simplifies the request resolution workflow. More specifically, it helps employees to know where to submit their requests, where these requests have been routed, and whether they are being worked on.
Through features such as dashboards, collaboration tools, service level agreements (SLA’s), analytics, and workflow automation, HR case management solutions bring with them a ton of benefits.
Let’s look at each one of these benefits in detail:
Did you know that failing to avail case records for inspection can result in criminal penalties under FOIA regulations? The Freedom of Information Act (FOIA) plays a crucial role in keeping HR professionals accountable and transparent and has been used to expose a wide range of data malpractices.
HR case management solutions exist to put you on the right side of FOIA. These tools ensure total visibility into case histories. They also provide legal administrators with a full audit trail and a bird’s eye view of all cases in the organization, in a fully secure, centralized system. Relevant data and summaries of previous cases, such as the date and time of resolution and the HR professionals involved, are stored and accessed by legal agents without hassle.
Staggeringly, only 37% of HR leaders use data to solve people management issues. While people management can mean a ton of other things, it can also mean tracking and resolution of employees’ requests.
By analyzing the data within an HR case management system, you can spot potential problems, identify persistent issues, and take data-backed or preventative action.
You can also pinpoint changes and trends within your organization by cross-referencing and linking cases. As a result, you get to make well-informed HR and people decisions that help increase efficiency, improve productivity, and keep your workforce engaged.
Poor communication continues to be a thorn in the flesh of most organizations.
A whopping 86% of employees and executives cite lack of ineffective communication as the reason for workplace failures. Many other surveys echo the same concerns. For instance, in a recent Accountemps survey, 33% of employees said that lack of open, honest communication has the most negative impact on employee morale.
Fortunately, with the help of an HR case management solution, you can say goodbye to communication bottlenecks once and for all.
Such a software system keeps you, your employees, and your HR team on the same page. For instance, your employees can track the status of their reports without having to follow up with a third party regularly. Everybody involved in a particular question or request gets a notification whenever an action is initiated or finalized. This way, the resolution process moves faster while still following the correct approval channels.
Some case management tools dare to go the extra mile. You’ll come across a few that enable commenting, which means employees and case agents can communicate without using outside communication channels. This way, your team gets to enjoy prompt and effective feedback.
Working in HR often feels like being in the middle of a fire drill—things move pretty fast, and there’s absolutely no room for time wastage. The last thing you want to do is spend hours trying to solve a single request or inquiry.
Sadly, the statistics tell a completely different story. According to Topia, 40 million hours go down the drain each month solving requests or working on other HR-related tasks.
That’s the bad news. The good news? HR case management solutions boast well-defined workflows, automatic alerts, and reminders to help HR users and managers resolve cases within the scheduled time frame. Relevant documents and correspondence can also be stored against specific cases, meaning you no longer waste time searching for or collecting data records.
Is it a struggle every time you need to produce a report? You’re not alone.
According to the results of a recent HR systems survey, over 90% of organizations are still using Microsoft Excel for their analytics and reporting efforts. Ask the HR professionals in these organizations, and they’ll most definitely tell you that case reporting with Excel sucks. It’s tedious, overwhelming, and will often leave you with scattered reports.
The same cannot be said of HR case management solutions. These systems offer comprehensive reporting and real-time performance monitoring, so you can provide the actionable insights management and employees need.
Excel simply cannot put up with the big data requirements of the modern workplace. With spreadsheets, keeping track of KPIs and SLAs is nothing short of a nightmare. Case management tools come in handy in this regard, ensuring that KPIs are not only reflected in the workflow targets but also monitored and reported on.
There’s no better way to manage the timescales, documentation, and processes associated with your casework than using an HR case management solution. It sets you on the path of optimum compliance with the set regulations and helps your business avoid financial risks. Not to mention that the software streamlines case reporting and makes decision-making a tad bit easier. We sincerely hope that you won’t be left behind by the case management bandwagon—the time to act is now.
If you’re just dipping your toes into the world of case management and unsure of where to go next, we’ll gladly help. Tagence has the business technology experts you need to make your case management journey a resounding success. Talk to us today for an expert consultation.