MultiCare Health System Opts for Better HR Service Delivery
MultiCare Health System, a nonprofit healthcare organization in Washington state, has selected key Infor HCM applications-Infor Knowledgebase and Infor Case Management-to provide HR service delivery to its more than 10,000 employees.
"We were looking for a comprehensive solution that would help us improve HR service delivery to our employees, and Infor was the company who could provide us with the technology we needed," said Darci Gibson, human potential project director, MultiCare Health System. "Since the launch of Infor Knowledgebase and Infor Case Management, we've been receiving positive feedback from the employees on the new site, and we're excited to continue to enhance and simplify HR services at our organization."
Before Infor, teams had to guess on volume and manually track open items. Now, there is one central location, so questions are being answered at the right level and employees are getting more consistent responses. Since go-live, 82 percent of calls coming into HR are resolved upon the first call.
Also, Infor Case Management will help MultiCare Health System manage inquiries when employees cannot find the answers to questions on their own, and employee inquiries that require HR assistance can be tracked and resolved more quickly, with fewer matters requiring escalation to subject matter experts.
Infor Knowledgebase supports a best-practice, multi-tier HR service delivery, helping MultiCare Health System deliver better self-service capabilities with fewer resources and lower costs. Specifically, teams have found it helpful to have all the information in one location and organized in a fashion that information can be easily located.
Infor HCM applications can be accessed through a web portal, which contains useful tools, information and reports, and unifies multiple functions into a single application, providing extensive flexibility and configuration potential.
"Putting information directly into the hands of HR managers and staff members allows healthcare organizations to deliver and receive better services quicker, use fewer resources, and adhere more closely to stringent budgets, allowing care givers to focus on treating patients without being troubled with excessive administrative needs," said Mike Poling, vice president, Healthcare, Infor. "Infor's HCM applications specialized for healthcare are designed to help organizations nurture top talent, engage employees, and foster a community aligned to safe and quality care."
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