HR Service Management and Fusion's HR Link - the Shared Services Platform
FUSION RESOURCE CENTER |
|||||||||
|
|||||||||
Shared Services, especially in HR, is an increasingly common organisational response to creating more efficient service delivery. Costs can be reduced through the economies of scale from centralisation of services and increased customer focus can lead to better quality outcomes. Fusion’s HR Link is a Shared Service platform built on the BMC Remedy workflow technology; this technology can offer various routes to user friendly delivery.
Benefits of shared services
As one might expect, these changes can bring significant benefits, namely:
• Lower and more transparent costs
• More efficient Resourcing
• Better career development for staff
• Better quality services
• Higher customer satisfaction ratings, through an improved match between customer expectations and service
• A more integrated ‘total solution’ approach to problems.
Fusion’s Solution
HR Link 7.0 provides customers with a dedicated platform for managing customer interactions and linking to core functional systems like HR. The solution is in use in HR Shared Service centres in global organisations as well as Shared Services centres covering finance, facilities and customer service. The solution covers:
• Queue management for incoming queries whether by telephone, email or web
• Case Management through flexible work assignment groups
• Email response management with automated logging and updating of cases
• Service Request Management with BMC SRMS providing a web based service catalog for web users
• Service Dashboards to monitor the status of the service down to an individual case level
• Employee self-service with Knowledge Management
• An integration engine for telephone systems and functional systems like SAP and Peoplesoft.
Fusion’s HR Link 7.0 is based on 4 years of development and uses BMC Remedy’s AR System Platform 7.0. The AR System is the premiere application platform and development environment for delivering Service Management solutions. HR Link also integrates with the BMC Service Request Management System allowing web requests through a service catalogue.
Fusion Customers
Fusion customers using the HR Link as a Shared Service platform shared include:
• FTSE100 Media company
• Global FTSE100 Pharmaceutical company using HR Link in their European Shared Services centre
• FTSE100 Utility Company
• FTSE100 Manufacturing company
• Major law firm using HR Link as a global HR contact centre
Pricing
HR Link has an initial server price, with the user license pricing based on tiers. The platform also requires Remedy AR licenses, and if the SRMS option is taken additional licences will also be required.