HR Service Desk Software and HRCM - Sunrise Software

Optimising HR Service Delivery

Sunrise HRCM includes a range of services which are designed to optimise HR Service Delivery. Whether managing queries that relate to payroll, benefits, absence or one of the many other requests that are regularly received, these services will ensure that your HR or Shared Services team can fully manage all requests from cradle to grave.

Service Desk

HRCM Case Management

Gain tighter control and have full visibility of your transactional queries and cases in one central location. Whether a simple query or a more complex case, HR teams have a flexible way of logging, tracking and resolving them in one central location and with an audit trail for future reference.

1. What Does It Do?

  • Fast query and case classification and full audited history of all employee interactions
  • Monitor supplier performance for the role they play in resolving queries and cases
  • Ability to raise queries via multiple channels of communications including phone, email, Self-Service or even an external application using our API
  • Dynamic searching ensures quick and easy access to related and associated queries, documentation and knowledge articles
  • Track tasks associated to each case
  • Ensure that data is only seen by the people with the rights to see that information

2. Key User Benefits

  • Improved efficiency when responding to employee queries
  • Complete audit trail of all employee interactions
  • Increased employee satisfaction
  • Reduced paper trail – with no risk of losing documentation

3. More Info

Sitting at the heart of Sunrise HRCM is Case Management, a service which enables HR teams to quickly and easily record and assign a query or case when it comes into the department. With instant access to employee history, duplicate cases and a library of knowledge articles, your HR staff will be able to respond consistently to employees, quickly identifying who is working on a specific case or query and thereby routing the call to the correct member of the team to follow up.

Whether a simple query or a more complex case, with Sunrise Case Management, HR teams will have a flexible way of logging, tracking and resolving them in one central location and with an audit trail for future reference, if or when it is needed.

Prioritisation of queries and cases is simple and easy with Sunrise Case Management, with proactive notifications to HR staff or business partners via internal messages, texts, or customisable emails.

With Sunrise’s 100% browser-based interface, your HR team will have access to the information you want them to see, no matter where they are, what device they have on them, or what time they want to access it.

1. What Does It Do?

Whether your employees are calling up to

  • request a copy of the employee handbook,
  • see a copy of their P60 or a
  • list of all employee benefits –
  • you can record and report on
    all of these requests here.

2. Key User Benefits

  • Greater control and visibility of the end-to-end services your  HR organisation delivers

3. More Info

Sunrise HRCM also provides a specific area for employee requests – whether your employees are calling up to request a copy of the employee handbook, see a copy of their P60 or a list of all employee benefits – you can record and report on all of these requests here.
This functionality also extends to your employees, whereby you can create template request forms using the employee Self-Service portal – allowing your employees to make requests anytime of the
day and freeing up your HR Service Desk to focus on business critical cases.

All requests can be broken down into the specific tasks that are required to complete them. From initial authorisation to implementation, task templates can be built that automate the creation of tasks for common requests.

With Sunrise HR Case Management you can empower your employees to manage the services they need, at the time they need them, by making the Service Catalogue available via a Self-Service portal. New requests can be made, and existing requests tracked through the approval processes all the way to delivery.

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Request Fulfilment

Sunrise HRCM provides a specific area for employee requests.

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Knowledge Management

Publishing and sharing knowledge of your internal processes and new legislation across your HR Service Desk ensures your employees receive a faster, more consistent response, time after time.

1. What Does It Do?

  • Automatically search approved knowledge articles relating to an employee’s issue and mark specific articles as the solution
  • Provide feedback on quality knowledge by providing ratings
  • Flag knowledge as out-dated or incorrect, or submit for review
  • Document symptoms, cause and resolution details or link to external resources
  • Reward knowledge authors based on quality of their submissions and real customer feedback, using gamification techniques

2. Key User Benefits

  • A more consistent level of knowledge across HR
  • Increased employee satisfaction
  • Reduced call volumes
  • More knowledgeable and more motivated staff

3. More Info

Publishing and sharing knowledge of  your internal processes and new legislation across your HR Service Desk ensures your employees receive a faster, more consistent response, time after time. It even speeds the time for new HR support
staff to be upskilled. By using Knowledge Management and publishing knowledge articles to your employees using Self-Service, they can help themselves without ever having to contact HR for support. Tap into the knowledge of your team and share information in order to better resolve inquiries and HR related issues.

Once you’ve captured your knowledge don’t keep it to yourself. Organize your valuable information with simple category classifications and keyword tags, to ensure it can be easily found in the future. Dynamic searching will ensure that this published knowledge is presented to your HR team quickly and easily while they’re logging the details of an inquiry.

Having all your knowledge in one place will speed issue resolution, enable new staff to acquire knowledge rapidly, and can have a dramatic effect on the number of reported issues should/when you put this information in the hands of your end users. Watch the video on Intelligent Searching of knowledge management to learn more about how Sunrise HR Case Management can help you harness the information within your HR team.

1. What Does It Do?

  • Set Service Level Agreement targets based on defined priorities
  • Automatically alert for when HR’s SLAs are in danger of being breached
  • Create a hierarchy of SLAs for preferred employees and VIPs
  • Reporting and analysis of performance achievement against Service Level targets
  • Generate reminders of impending SLA target failures and automate incident escalations

2. Key User Benefits

  • Reduced number of breached SLAs
  • Increased customer satisfaction
  • Complete control over performance commitments

3. More Info

Keeping control of your Service Level Agreements (SLAs) is a critical element of successfully delivering against your key performance indicators and ensuring continued employee satisfaction as you
resolve their queries and cases. Sunrise HRCM automatically calculates your  response and resolution targets based on impact, urgency and priority. Service level tracking also includes those external service providers, such as suppliers, that
are involved in the resolution. Your Service Level Agreements even take into account the hours and the days you have off, such as weekends and public holidays, or you can just “stop the clock” manually by putting your queries and cases on hold, while you’re waiting for a response.

Sunrise HR Case Management details your performance statistics per day, week, month, across the years, or broken down by groups or individual support agents. With your employees demanding a high quality service you’ll have all the statistics you need to back you up.

Let Sunrise HRCM take the stress out of tracking your HR team’s performance.

 

HRCM Service Level Agreement

Service Level Agreements

Keeping control of Service Level Agreements (SLAs) is a critical element of successfully delivering against HR’s key performance indicators and ensuring continued employee satisfaction as you
resolve their queries and cases.

Self-Service

Self-Service

Let your employees interact with your HR team using a simple browser-based, Self-Service portal. Empower users to raise new issues, search for solutions, or monitor existing inquiries.

1. What Does It Do?

  • Your HR team spends less time taking calls, increasing their productivity
  • Employees can access and manage information from wherever they are, using their favourite devices
  • Employees can check the status of existing issues, provide updates and submit feedback
  • Proactively show the status of services your customers subscribe to, and any issues currently being experienced
  • Publish simple solutions to common problems so that your employees can help themselves
  • Retain total control over who has access to the important information within your HR team.

2. Key User Benefits

  • Increased productivity
  • Reduced call volumes
  • Improved customer satisfaction

3. More Info

Offering your employees a first class experience is really a must if you want to encourage them to adopt Self-Service instead of picking up the phone. Your HR team may not be available 24/7 and many customers would rather try to fix issues themselves in the first instance. With a simple to use interface, employees can raise their own HR support calls, search for solutions within an approved knowledge base, and keep their own information up-to-date. Your end users can even use their own domain username and passwords to login. No need for yet another set of user credentials to remember, or forget.

Self-Service is a proven method of dramatically reducing the volume of Incidents being reported to your Service Desk, freeing your agents up to be more proactive on the issues that really matter.

Keeping everyone up to date with important information is easy with Sunrise HRCM. Whether it’s a simple announcement about HR availability, changes to people and processes, or other information about services, Sunrise Case Management lets you make announcements to individuals, groups, or the entire company via Self-Service.

With a simple to use interface, employees can raise their own queries and requests, search for answers within an approved knowledge base, and even keep their own information up-to-date.

1. What Does It Do?

  • Publish announcements, questions, warnings, or other types of announcements
  • Target announcements where they’re needed to specific individuals or groups, or even just send it to everyone
  • Attach supporting documentation to provide additional information if required
  • Set future publish dates that automatically make announcements available for others to see
  • Automatically expire old announcements when they’re no longer relevant

2. Key User Benefits

  • Reduce calls to the HR team and keep everyone informed by proactively communicating important Human Resources announcements via Self-Service
  • Reduce miscommunication by ensuring everyone is up to date with core information

3. More Info

Keeping everyone up to date with important information is easy with Sunrise HRCM.

Whether it’s a simple announcement about changes to people and processes, or information about new or updated legislation, Sunrise HRCM lets you make announcements to individuals or groups within your HR team, or the entire
company via Self-Service.

All announcements can be set to be published automatically allowing you the ability to define future announcements with ease. They can even be set to expire when the date has passed and the information is no longer relevant.

Whatever you have to say, however, you want to say it, you can be sure that Sunrise HRCM enables you to target your HR announcements to the right people and at the right time.

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Announcements

Ensure everyone is up-to-date with the latest Human Resources related information by publishing announcements to HR team staff and employees.

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Gamification

Engage, motivate and reward your HR team members with gamification. Earn badges for great customer service, compete in challenges against peers and level-up to show everyone your support prowess.

1. What Does It Do?

  • Win badges to show off your team members’ support prowess
  • Gain experience as HR team goes about its day-to-day role for positive contributions to support goals
  • Level up through customisable tiers of experience
  • Create challenges where HR team competes to be top of the leaderboard
  • Build long-term Quests for the more adventurous player

2. Key User Benefits

  • Motivated staff
  • Improve levels of sharing knowledge
  • Increased customer satisfaction
  • Increased productivity
  • Reduced staff turnover

3. More Info

Reward and motivate your HR teams to improve service, resolve employee issues promptly and become more productive using integrated gamification techniques.

Based on common HR Service Desk statistics and Key Performance Indicators, gamified support processes ensures that your team stay motivated and focussed on delivering the goals of the business.
From earning experience and badges to competing in challenges against their peers, gamification helps deliver a truly rewarding support experience.

Challenge, motivate and reward staff by making them feel they are part of a larger objective drives up standards, improves collaboration, and helps share knowledge.

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