Infor HR Service Delivery

Infor HR Service Delivery

Empower your people and free up HR

Better service. Fewer resources. Lower costs.

Every organization wants to get the right information to employees faster and maintain effective processes that are in alignment with corporate goals. Yet administrative details hinder real progress, disengaging new hires and making it more difficult for HR to expediently provide service and focus on what matters most. As a result, productivity goals fall short.

Infor HR Service Delivery is an advanced, multi-tier service platform that helps your organization get more done with fewer resources, which lowers costs. The transformative technology makes it possible for employees to resolve more than 70% of routine transactions and inquiries without HR intervention, empowering your workforce while freeing your HR team to focus on higher-value projects.

Infor HR Service Delivery at a glance

  • Secure, self-service environment for routine transactions
  • Searchable, browsable information accessed through a personalized portal
  • Convenient 24x7 anytime, anywhere access
  • Intelligent tracking of employee inquiries
  • Communicates total compensation to attract and retain talent
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Unique capabilities

What if you could use your service delivery model not only to disseminate critical information more quickly, but also to personalize the experience in a way that drives better employee engagement and productivity? Infor HR Service Delivery empowers users with access to the relevant information they need, whenever and wherever they need it most.

Better experiences

The HR Knowledgebase, HR Case Management, and Total Rewards tools allow you to offer better services with fewer resources. But HR Service Delivery also helps you create better experiences across the organization. You not only reduce costs and transform HR into a trusted partner, but you also lift engagement.


The best call your HR service centers receive is the one that is never made. Infor HR Service Delivery helps employees quickly and easily answer their own questions 80-90% of the time, helps HR find relevant information quickly to promote first-call resolution, and frees HR to focus on other strategic activities.

Mobile service delivery

Mobile technology allows you to provide anytime, anywhere access to relevant information by extending your Tier-0 service delivery to mobile platforms. Employees can access benefit and policy information on-the-go, create and manage self-service cases, search the HR Knowledgebase, and submit questions to HR.

HR Service Delivery has been a win for everyone: Employees help themselves to get information more quickly, HR performs less administrative work and more value-add tasks, and the business is more efficient and effective, saving time and money.

Dwain Stevens Senior Manager HR Shared Services, Nissan NA
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An advanced platform

Infor HR Service Delivery provides a unique and innovative multi-tier HR service delivery platform to help HR deliver better services faster, with fewer resources and lower costs.

Enables the user and frees HR resources:

  • 24x7 access to information
  • Cost reduction of 20-50%
  • First call resolution of 90%
  • Self-serve answers 80-90%
  • Routine transactions completed 70%

Highlights and core features

HR Knowledgebase

Facilitate employee and manager self-service via a personalized, searchable, and mobile online source, reducing the need to call HR for help. For example, Infor HR Knowledgebase integrates with your employee, manager, and benefits self-service transaction systems to allow employees to seamlessly get information and complete transactions in a single session. Employees can compare benefit plans and then enroll in a plan during open enrollment. The solution can stand alone as your HR portal, or complement existing portals.

Total Rewards

Demonstrate the entire value proposition of the employee-employer contract in one simple rewards statement. Infor Total Rewards offers comprehensive views of all cash and non-cash compensation–including work-life, performance, and development and career opportunities–helping employees see the full value of working for your organization. Doing so increases employee engagement and satisfaction while decreasing turnover. Typically for less cost than a one-time printed statement, you get online rewards communication tool that can be refreshed year-round.


Available languages include Bulgarian, Czech, Croatian, Dutch, English, French (Canada), French (France), German, Greek, Hungarian, Italian, Japanese, Korean, Polish, Portuguese (Brazil), Romanian, Russian, Serbian (Cyrillic), Simplified Chinese, Spanish (Mexico), Spanish (Spain), Swedish, Turkish, and Ukrainian. Not all languages are available in all HRSD modules.

Benefits Decision Support

Give employees the information they need to make informed benefit choices, compare plans, and guide them directly to the enrollment transaction. An interactive medical cost calculator models employee costs and can highlight the value of new plan offerings, such as high deductible medical plans with flexible spending accounts.

HR Case Management

Effectively manage and track employee inquiries, reduce the cost of service delivery, provide a self-service portal, and minimize HR head count. Infor HR Case Management gives service agents a view of their workload that covers open cases, group cases, and reminders—as well as case routing for issue resolution and access to transfer to SMEs as needed. Additionally, HR knowledgebase integration via emulation gives agents the right answers faster when they only see content relevant to the employee they are assisting.

Mobile HR Service Delivery

Provide anytime, anywhere access to relevant information by extending your Tier-0 service delivery to mobile platforms. Employees can access benefit and policy information on-the-go, create and manage self-service cases, search or browse the HR Knowledgebase, and submit questions to HR—all from their smartphones.


Infor HR Service Delivery easily extends to best-in-class applications that are unified by a common platform and stunning user interface. Maintain agility and simplify user adoption with software that is fast, intuitive, and enjoyable to use. Integrations include Infor Infinium, Infor Talent Science, Infor Talent Acquisition, Infor Learning Management, Bloomberg BNA, Tracker I-9, and Microsoft SharePoint.

Role-based Dashboards and Reporting

Utilize real-time metrics and data to effectively manage HR service delivery. Track and analyze key measures including knowledgebase portal usage, content feedback, search trends, case backlog and throughput, SLA adherence, tier resolution trends, onboarding tour status, and more.

A stunning new approach to user experience

Infor's next-generation applications replace confusing workflows, disorderly interfaces, and complicated screens with a beautiful, consumer-grade interface. Users can securely access information from a wide range of browsers and devices.

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Customer stories

Mohegan Sun

Mohegan Sun

This entertainment destination improves data accuracy while enhancing service.

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See how Nissan exceeds case resolution KPIs and lowers HR expenditures.

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Hershey entertainment resorts

Hershey Entertainment and Resorts

Learn how Hershey empowers knowledge administrators with a single interface.

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HCM customer experience

See how our HCM applications help organizations like yours optimize your workforce and HR. For more stories from Infor HCM customers, visit our customer success center.

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Your success is our mission

Infor builds complete industry suites and deploys software that puts the user experience first, leverages data science, and integrates easily with your existing systems. Find out why more than 90,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.