VNS Health: 97.2% HR Shared Services resolutions with Infor HR Service Delivery
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.
At a glance
Headquarters
New York
Industry
Infor Product
Infor HR Service Delivery (HRSD)
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Our case resolutions improved to 97% with Infor, freeing up HR Shared Services to tend to more complex matters.”
Challenge
Infor Solution
Outcome
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.”
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
Employees empowered to independently get answers
New insights through data analytics
Data analytics from Infor HR Service Delivery enables us to refine HR Shared Services, elevating employee experiences at VNS Health.”
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