VNS Health: 97.2% HR Shared Services resolutions with Infor HR Service Delivery

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Centralized knowledgebase and case management system enables employee self-service

VNS Health, a leader in home care health care services for over 130 years, sought a solution to address productivity issues caused by routine HR inquiries. Infor's HR Service Delivery solution provided a centralized Knowledgebase and Case Management system, enabling employees to self-serve which reduced the burden on HR Shared Services staff. This resulted in a remarkable 97.2% case resolution rate, freeing up HR Shared Services to focus on more strategic initiatives.

Industry
- Healthcare
Product
- HR Service Delivery

Our case resolutions improved to 97% with Infor, freeing up HR Shared Services to tend to more complex matters.”

Monica Gall

HR Shared Services Specialist, VNS Health

Challenge

VNS Health struggled with HR productivity due to routine inquiries.

Infor Solution

Infor's HR Service Delivery solution provided a central Knowledgebase and Case Management system.

Outcome

Infor's HR Service Delivery boosted case resolution to 97.2%, empowering VNS Health's HR Shared Services team and employees.

Challenge

Manual processing of employee requests draining HR resources

VNS Health’s HR Shared Services team manually responded to staff requests for information, which prevented them from tending to more complex work.

Prior to Infor’s solution, VNS Health employees called their HR Shared Services team contacts directly for information requests, which overburdened the HR Shared Services team and prevented them from being productive and strategic. VNS Health’s Director of Benefits reported that she spent most of her time responding to questions and requests and could only tend to her emails at 10pm every day.

Infor Solution

Self-service and automation with Infor’s HR Service Delivery

Infor’s HR Service Delivery allows employees to self-serve, lifting the burden off HR Shared Services.

Infor's HR Service Delivery solution addressed VNS Health's HR Shared Services productivity issues by providing a centralized Knowledgebase and Case Management system. The advanced service platform enabled employees to resolve over 97% of routine HR inquiries themselves without manual HR Shared Services’ intervention. This empowered employees to self-serve, freeing up the HR Shared Services department while improving overall employee experience.

Infor HR Service Delivery streamlined HR processes, empowering employees to obtain the information they need by themselves without manual HR Shared Services intervention.”

Monica Gall

HR Shared Services Specialist, VNS Health

OUTCOME

More strategic HR, faster employee service

With streamlined HR services, both VNS Health’s HR Shared Services team and employees were able to work faster and more efficiently.

Improved HR productivity

HR Shared Services is no longer occupied by HR inquiries and can focus on more strategic work.

Employees empowered to independently get answers

Employees have immediate access to information whenever they need it without manual HR Shared Services intervention.

New insights through data analytics

Reporting provides insights into data such as case volume, resolution speed, common inquiries, and other information to help improve HR Shared Services’ delivery

Data analytics from Infor HR Service Delivery enables us to refine HR Shared Services, elevating employee experiences at VNS Health.”

Monica Gall

HR Shared Services Specialist, VNS Health

DOWNLOAD THE CUSTOMER STORY

VNS Health: 97.2% HR Shared Services resolutions with Infor HRSD

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Manual processing of employee requests draining HR resources

VNS Health’s HR Shared Services team manually responded to staff requests for information, which prevented them from tending to more complex work.

Self-service and automation with Infor’s HR Service Delivery

Infor’s HR Service Delivery allows employees to self-serve, lifting the burden off HR Shared Services.

VNS Health: 97.2% HR Shared Services resolutions with Infor HR Service Delivery