Why you need HR case management

What happens when employees can’t find HR answers?

When employees have questions about their benefits, pay, or time off, they typically check the employee handbook or company intranet, ask a coworker, or call human resources (HR). The result? It takes forever to get the right answer.

This happens countless times a day in businesses of all sizes. Without a better system in place, the time spent asking and answering numerous questions adds up quickly, and costs multiply.

Let’s take a deeper dive into what’s really happening and how Infor™ HR Case Management helps streamline solutions for employees, HR teams, and organisations.

A slice of life: Meet Joe Schmoe

Joe Schmoe just joined the team as a new hire. He’s enthusiastic about his new role, but he’s getting headaches because he can’t see his computer screen clearly. He needs new glasses.

Joe’s also new in town. He needs to know where to get an eye exam, what his vision benefits cover, and how much he’ll pay out of pocket. Like most new hires, Joe checks the employee handbook. No luck. So, he asks his nearest coworker, Bill.

Bill tries to help, but he doesn’t wear glasses, so he’s not sure. “I think I deleted the benefits email,” he says. “I’ll check SharePoint after my client call.” Hours later, Bill circles back. “Hey Joe, I’m checking SharePoint, but I can’t find the vision plan info there either.”

The conundrum: Time lost, productivity down

In the world of operations, Bill wasted his time trying to help Joe—valuable time he could have spent on his actual job—and he never even found the answer. It can also be costly for the employee. If Bill gives Joe the wrong information, Joe might seek care from a non-network provider, incur higher out-of-pocket costs, or miss out on covered services. Now multiply all the Bills at work over time—it’s expensive. The more misinformation spreads, the more work HR has to do to fix the issue. “You can call HR,” Bill said, “but it might take a while. They’re super busy.” Bill’s right. Joe’s call went right to voicemail. What is he supposed to do now?

Inefficiency: The hidden hazards

This isn’t just Joe and Bill’s story. Employees everywhere who struggle to find answers to HR questions share similar tales of woe—they inundate every HR team deluged with emails, pings, phone calls, and enquiring walk-ins.

The average HR staff member spends 10–15 hours per week just answering employees’ questions. Operating without the right tools to track and resolve HR queries quickly and accurately is costly—and risky.

Let’s take a look at the real-life consequences:

• Battle fatigue: HR teams spend more time on repetitive questions and less on strategic projects, especially as the organisation grows.
  
• Lost productivity: Employees waste time looking for answers instead of doing their actual work.
  
• Morale buster: Poor support erodes employee satisfaction and fosters mistrust.
  
• Misinformation: Wrong answers lead to dead ends at best and compliance violations at worst.
  
• Legal exposure: Improper handling of critical concerns—privacy, safety, harassment, even workplace violence—opens the organisation to liability.

HR Case Management to the rescue

There is a better way. In an ideal scenario, Joe doesn’t need to call HR or ask Bill. He simply opens HR Case Management and submits his question.

The HR Case Management portal—integrated into the company’s core HR system—routes Joe’s question to the right HR expert automatically. It extracts information from his profile, location, role, and benefits so Joe gets his answer in minutes.

Joe makes an appointment, gets his new glasses, and gets back to work—vision clear and headache-free.

What Is Infor HR Case Management?

Infor HR Case Management is a configurable service centre application that empowers human resources to effectively manage, track, and respond to enquiries.

Created by HR experts, Infor HR Case Management provides a secure environment for routine and confidential HR-related transactions for employees, managers, and HR professionals. Employees can resolve their HR questions up to 90% of the time via Infor HR Case Management, which routes queries to subject matter experts without calling HR.

Key features include:

• Role-specific self-service portals for submitting queries and tracking responses
• HR Knowledgebase integration that answers common questions—no cases needed
• Multi-tenant cloud that accelerates deployment, updates, and enhancements
• Email, live chat, and telephony integrations for multiple contact options
• Security controls that protect sensitive data to ensure compliance
• Surveys for employee feedback to rate service quality
• Analytics, reports, and surveys for tracking trends
• Intelligent case routing to the right HR experts
• Service level agreement (SLA) tracking for monitoring timely service

Why HR leaders should care

If you lead an HR services team, the pressure to provide quality support is all too familiar. Infor HR Case Management isn’t a luxury—it’s a strategic necessity.

Here’s why:

1. Scalability and quality

Employee enquiries multiply as your organieation grows. With Infor HR Case Management’s intelligent routing and role-based self-service tools, you can scale support without increasing HR headcount to reduce workloads while maintaining quality service.

2. Strategic decision-making

Configurable analytics and reports provide multidimensional views into the volume and types of cases submitted. Recurring issues pinpoint communication gaps that you can address now to prevent the same cases later.

3. Morale booster

When employees have questions, they want the right answers fast. The Infor HR Case Management experience eliminates frustration, helping to build trust in HR. Satisfaction fosters engagement, retention, and productivity.

4. Cost savings

Time is money. Every minute spent answering questions incurs a cost. Infor HR Case Management yields high first-contact resolution rates—up to 90% of the time—minimising errors and saving hours wasted on repetitive tasks.

5. Governance, risk, and compliance management

Grievances, leave requests, and disputes entail discrimination, harassment, privacy, the Health Insurance Portability and Accountability Act (HIPAA), and other employment laws. Infor HR Case Management documents all communications securely with audit trails to ensure compliance.

The real deal: Ranking results

Let’s view the ratings for each chapter of Joe’s story.

With Infor HR Case Management, Joe’s question becomes an open-and-shut case.

The bottom line

With Infor HR Case Management, Joe spent only a few minutes submitting his question and got an answer the same day. HR operations ran smoothly; productivity costs remained on track, and Joe got his glasses. Without a streamlined HR support solution, misinformation, costs, wasted time, and employee frustration skyrocket.

Why Infor HR Case Management?

Designed by HR for HR, Infor HR Case Management puts people first.

• Seamless integration with all HR systems
  
• Secure environment protects sensitive data
  
• Automated case routing minimises workload
  
• User-friendly design that employees like better than calling HR
  
• Drill-down analytics and reports drive perpetual improvement
  
• Continuous development over 18 years of customer experiences
  
• Customer-driven enhancements give customers a voice on future features
  
• HR Knowledgebase integration lets users find answers without submitting a case

Your workforce in action

Infor HR Case Management is for:

• Employees to submit and track their own HR-related questions
• Agents to manage their workload efficiently while responding to queries
• Managers to transmit and monitor issues about their direct reports
• HR professionals to gauge employee concerns, assess agent performance, and track service center productivity

Whether your HR team services 500 employees or 500,000, Infor HR Case Management delivers consistent, stellar-quality support without the overhead.

The four E’s

• Efficient
• Effective
• Economical
• Easy to use

When employees know where to find the right answers, it’s clear that Infor HR Case Management is the best HR support solution for your workforce.

Ready to transform HR support?

If your HR operations team is still using emails, forms, call pools, spreadsheets, or shared folders to handle HR questions, it’s time for a change.

It’s time to cut costs, improve service, and empower your people.

It’s time to transform HR from a support function into a strategic partner.

It’s time to make sure that the next time Joe has a question, he gets the answer he needs—quickly, accurately, and effortlessly.

It’s time for Infor HR Case Management: The streamlined, people-first solution for smarter HR support.