Automating your HR Help Desk and HR Case Management

1. LBi HR Help Desk
Webinar Series
Presented by:
Howard Kaplan
Director of Business Development
www.lbisoftware.com

2. Agenda
• LBi Overview
• HR Help Desk Overview
– Differentiators
– Technology
– Reporting & Analytics
– What’s New in 5.0
• HR Help Desk Demonstration

3. LBi Software
• Established 1982
– Small and agile – Personal attention
– Emphasis on quality, not volume
– Strategic clients enjoy 1:1 account management
• Primary Focus on Human Capital Mgmt (HCM)
Solutions
– Legacy in custom HCM development
– Custom & packaged solutions
• Over 13 years of experience with Tier 1 ERP

4. LBi Software
• Web 2.0 Development expertise
• IVR/CTI/Speech Recognition expertise
• Mission/Business Critical solution delivery

5. LBi Packaged Applications
Built on 20+ years experience in Human Resources
• HR Help Desk - a browser-based help desk and
knowledgebase application for managing and tracking
employee payroll and benefit issues
• Time & Attendance - application for entering and managing
employee attendance, labor hours, and absence
information
• On-line Benefit Enrollment - Online enrollment that allows
employees to manage their annual benefit selections in a
paperless environment
• Employee Self-Service Portal - a self-service application
that gives employees instant access to their own individual
data and corporate information

6. HR Help Desk Highlights
An HR-Specific help
desk solution
 Confidentiality & Security
 2 Knowledgebases+
 Wiki KB
 Common Problems KB
 Extensive Case Search
 Document Repository
 Built-in work flow
 Custom & Standard Tasks
 Employee Interactions
 Integrates with your HRMS
 Email integration
 Employee surveys
 Executive Dashboard
 Very easy to use

7. HR Help Desk Differentiators
• Built specifically for HRIS integration
• Unique hybrid packaged / customized solution
– Feature rich
– Designed from the ground up for rapid modification to
exacting client needs
• Scales to tens of thousands of users

8. HR Help Desk Differentiators
• Multi-platform architecture
• On premise or hosted deployment
• Multi-Language option
• LBi depth of experience in large scale HCM
deployments

9. HR Help Desk Technology
• Developed in J2EE
• 100% Web based
– Any browser (IE, Firefox, Chrome, etc.)
– IPhone/IPad, Android native browsers
– No controls to install (Flash, ActiveX, Silverlight, Java Applets, etc.)
/ / / /
• Single Sign-on
• Supports multiple databases
– MySQL
– Oracle
– DB2
– Microsoft SQL Server
• Supports multiple OS’s
– Linux
– Windows
– Solaris

10. HR Help Desk Case Entry Options
Flexible Employee
Access
 Secure Web Portal Access
 Email:
 Email forms
 Formatted email text
 Phone – CTI/IVR
 Calls auto routed to CSR
computer screen & phone
 Ticket created via voice
response and dialtone
commands

11. HR Help Desk Reporting
Turn one report into several:
• Quick Answers
• Urgent Cases
• Overdue Cases
• Closed Cases
– By CSR/Agent
– By Division
– By Category
– By Date Range
Save custom filtered reports for later retrieval

12. HR Help Desk Report Export
Save fully formatted reports in multiple file types

13. HR Help Desk Data Export
Easy data
extraction
Turn report data into
actionable analytics:
 Excel Pivot Tables &
Charts
 Other Analytic programs
 Data extraction for non-technical
users direct from every report screen

14. HR Help Desk Executive Dashboard

15. What’s New in 5.0
• Employee Interactions – Maintain the dialogue between
employees & HR, and HR to HR
• Document Repository – Store all HR documents for easy
retrieval
• Report Templates – Generate custom reports on the fly and
save for local or system-wide access
• Report Scheduler – Select frequency and create recipient
lists
• Custom Alerts – Send alerts specific to location and
department
• New Aging Options – Include/exclude holidays and
weekends; age by day or by hour

16. HR Help Desk
Demonstration
www.lbisoftware.com