1. Enwisen Solution Brief
AnswerSource™ HR Service
Delivery Overview
Why Move to a New HR Service Delivery Model?
There are three key business drivers for moving to a new model of HR service delivery:
1. he need to “do more with less” – reduce HR administrative costs and leverage
T
economies of scale.
2. chieve HR transformation by consolidating and refocusing HR talent.
A
3. acilitating the “HR Golden Rule” – serving customers with the same level of
F
excellence you would have them service your customers.
But is that possible? Can you
actually improve service with
fewer resources and lower
costs? What if you could ...
• Improve the delivery of HR
Customers using the AnswerSource HR services with fewer resources
Service Delivery Suite prove that you can. and lower costs?
Customers have: • Support HR Transformation by
redirecting HR talent to more
• Reduced the cost of providing services
value-added work?
for employees by 20-50% annually
• Implement the “HR Golden
• Effectively engaged new hires while • Created call centers where the fewest Rule” – providing your
reducing new-hire turnover number of customer service reps can employees with the same
• Provided a portal environment where manage the highest number of calls level of customer service that
employees and managers can get their – with the recordbreaking first-call you expect them to provide to
own answers to HR questions 80-90% resolution numbers your customers?
of the time in Tier 0 • Freed HR talent to provide more value You can ...
• Reduced healthcare costs for their at the business-unit level with the AnswerSource HR
organizations and employees • Helped employees understand and Service Delivery Suite
leverage their total rewards
Today AnswerSource™ Tomorrow
Features
Employees don’t use Personalized, searchable and Achieve 80-90% Tier 0 employee
HR portal relevant HR info in 2-clicks response to HR questions
or less
High new-hire turnover; Personalized tours; Acclimate new-hires; Automate
lack of engagement socialization; Knowledgebase workflow; Integrate data/systems;
comply w/ policies regulations
HR talent spends 70-80% Knowledgebase integrated with Reduce escalated cases from
of time doing administrative Case Management = more calls 70-80% to 6%
work handled at Tier 1 by generalists
Too many data sources to Unifies all sources for a single Increase employee engagement
communicate total comp picture of total rewards loyalty; attract, motivate talent;
ease pain of healthcare costs
From “Pain to Gain” with AnswerSource HR Service Delivery

2. Enwisen Solution Brief: AnswerSource™ HR Service Delivery Overview
A Multi-tier Approach to HR Service Delivery
According to Gartner,
most HR talent is spending
70-80% of their time doing
administrative work. This
model brings that to no more
than 6% – supporting HR
transformation goals.
Gartner Multi-tier
Approach to
HR Service Delivery,
October 2008
To improve the delivery of services – employee or line manager at the Tier 0
while reducing the cost – Enwisen helps level. Enwisen customers are getting
customers implement the multi-tier this number as high as 80-90%.
model for HR service delivery. • Issues that cannot be resolved at Tier 0
• Tier 0: An employee accesses the are escalated to Tier 1 – the HR Shared
AnswerSource Portal/Knowledgebase Services Center, helpdesk or call center.
to find their own answers to their Sharing the same Knowledgebase – and
HR questions. If the Portal and with case management tools – KPIs say
Knowledgebase are integrated with that CSRs at Tier 1 should be able to
your self-service solutions (as a SaaS resolve 28% of calls at this level, most
vendor we do that integration for you), on the first call.
they can also complete transactions • Only when an issue cannot be resolved
at the same time. at Tier 0 or Tier 1 is it escalated to HR
Best-practice Key Performance subject matter experts at Tier 2.
Indicators (KPIs) indicate that 66% of • Best practices indicate that no more
HR inquiries should be resolvable by the than 6% of issues need to escalate
to Tier 2.
• 6 CSRs for 6,000+
employees
AnswerSource HR Service Delivery Suite • 10K–14K hits per month
on portal
The AnswerSource HR Service delivery
suite contains four modules that can • Average speed for CSR to
be used as a fully integrated solution: find answer: 13.5 seconds
• HR Portal Knowledgebase • 97% first-call resolution
• Onboarding/Offboarding
• Total Rewards Statements
• HR Shared Services

3. Enwisen Solution Brief: AnswerSource™ HR Service Delivery Overview
AnswerSource HR Portal/Knowledgebase
Answers to HR Question in 2-Clicks or Less
• Allows employees and managers to • Integrates with other portals such as
answer their own HR questions in SharePoint or WebSphere
2-clicks or less
• Empowers helpdesk or service center • 87% reduction in paper/
staff to provide accurate answers on manual processes during
the first call Open Enrollment
• Helps contain healthcare costs by • 99.8% employee
promoting informed employee benefits satisfaction
decision support • 9.4% higher conversion
• Provides personalized, searchable to cost-effective plans
employee, manager, HR and benefits
communications
• Unifies all HR, benefits and self-service
solutions in a web 2.0 front-end portal
interface
AnswerSource home page – 2-clicks or less to the
HR information your workforce needs
AnswerSource Onboarding/Offboarding
Engage New Hires – Reduce New-Hire Turnover
AnswerSource Onboarding/Offboarding
helps employers:
• Consolidated five hiring
• Orchestrate the entire onboarding locations to one
process – simplifies management for
new hires, hiring managers and HR • Cut onboarding
administration time by 50%
• Streamlines onboarding/offboarding
costs and processes • Reduced new-hire turnover
by 4% in first 90 days alone
• Engages new employees with a – 12% in 1st year
personalized newhire experience –
extends onboarding well past Day 1, • Projected $1.4 million
Day 30, Day 90 and beyond AnswerSource Onboarding – Manager dashboard view savings in 3 years
• Increases Day 1 productivity
AnswerSource HR Shared Services
First-Call Resolution – More Calls with Fewer Reps
AnswerSource HR Shared Services • HR Shared Services Center/helpdesk
integrates Enwisen’s HR Portal, HR can handle a higher number of calls
Knowledgebase and HR-centric Case with fewer reps.
Management tools for the industry’s • Redirected $1M+
leading end-to-end, comprehensive in HR talent
solution: • 90%+ Tier 0 response
• Promotes a multi-tier approach to • 6% Tier 2 escalation after
HR Service Delivery 7 months
• Employees answer their own HR
questions 90% of the time
• CSRs provide accurate answers on
the first call
Robust HR Shared Services dashboards enable
benchmarking and in-depth analysis

4. Enwisen Solution Brief: AnswerSource™ HR Service Delivery Overview
AnswerSource Total Rewards Statement
Help Employees Understand Their Total Rewards
AnswerSource Total Rewards Statements
provide dynamic online tools to help
employees fully understand and leverage
their total compensation:
• Provide employees with single view of • 12,000+ employees,
employer total value proposition – both 100+ locations nationwide
cash and non-cash compensation • Reinforced rich benefits
• Modeling tools and calculators engage plan, investment in
employees to participate in “total workforce, and overall
wealth” value prop
• Reduces turnover while increasing • Manager/recruiter views
participation in voluntary programs • Drives adoption of Health/
• Eases pain of healthcare increases On-demand Total Rewards Statements engage Wellness plans
and retain employees
• 24/7 anywhere/anytime
access to complete entire
range of work/life events
The Best Features. About Enwisen
The Best Choice. Enwisen™ is the leader in Software-as-
a-Service solutions that help employers
ONLY omprehensive, HR-centric
c provide better HR Service Delivery –
HR service delivery suite with fewer resources and lower costs.
Enwisen’s AnswerSource™ HR Service
BEST out-of-the-box functionality Delivery Suite allows customers to adopt
a multi-tier service delivery approach
BEST nification and SSO
u that has produced measurable ROI for
hundreds of customers – like Yahoo!,
BEST ashboards, compliance features
d Alegent Health, Hershey Entertainment
and Resorts, State of Montana, Fox
BEST partnerships
Entertainment Group, Nissan North
America and Unisys.
BEST ntegrated personalized, searchable
i
Knowledgebase
BEST apid deployment, rapid
r
hard-dollar ROI
Enwisen™, Inc.
7250 Redwood Blvd., Suite 109
Novato, CA 94945
enwisen.com
800-685-5578 x 240