Employee Self Service Solution
April 17, 2017
Employee Self Service Solution
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with NeoCase
Neocase is being used in our company as an employee self-service portal for all HR and payroll needs. Employees use the knowledge base Q&A or submit questions as needed which are routed to the appropriate tier two experts for research and resolution. This allows requests to be submitted in an organized fashion and resolved based on the order of submission and urgency of each.
- Neocase allows for case tracking and metrics reporting.
- Neocase allows employees to search for answers in the knowledge base for quick resolutions to many of their needs.
- Neocase significantly reduces the number of incoming phone calls and emails which disrupt our daily office routine.
- There is room for improvement in how Neocase manages form creation - this is an area that could be of great benefit - electronic forms as opposed to paper would benefit many companies looking for paperless solutions.
- Routing capabilities could be improved to allow robust routing of electronic forms for approval purposes (those requiring multiple approvers
- Transition to Shared Service environment for 32 entities
- Streamlined request management
- User satisfaction