Log on to Employee Self-Service

An employee recently relocated from Chicago to Philadelphia and logs on to ESS to update/change his address. He completes the ESS transaction successfully, but has a question about the Relocation Policy and his reimbursement expenses.

Contact EIC

The Employee contacts the Employee Interaction Center by phone regarding the Relocation Policy.

Submit form for approval

The Employee receives and completes the relocation expense form from the EIC Agent (Tier 2). He faxes the form back to the Agent for final review/approval.

Document Flow

Business Documents

Forms

Ask question

The employee asks the EIC agent a question regarding company relocation policy.

Identify caller

The EIC Agent (Tier 1) "accepts" the incoming call (Computer Telephony Integration - enables 3rd party intelligent routing and queuing of contacts) and the system identifies the caller by the corresponding phone number. The Agent greets the caller.

Search solution database for answers

The EIC Agent (Tier 1) searches the solution database and emails the appropriate relocation policy information to the employee; however, the policy states that approval must be obtained from the "Relocation Specialist" for proper reimbursement of all relocation expenses.

Route employee call to specialist (Tier 2)

The EIC Agent (Tier 1) logs the interaction notes and then routes the call to the Relocation Specialist for additional approval. The Agent creates a follow up activity record for future reference and assigns the appropriate contact. Intelligent routing through workflow automation enables efficient contact handling and fast resolution.

Accept incoming call (from Tier 1)

The EIC Agent (Tier 2) sees the call routing assignment in the follow up activity log. She accepts the incoming call forwarded by the previous Agent (Tier 1) and greets the caller.

Communicate policy and request information

The EIC Agent (Tier 2) reinterates the policy for reimbursement of relocation expenses to the employee on the phone and explains the approval process. The employee is eligible for up to $5,000 of approved expenses, but is liable for any expenses above and beyond the maximum limit. She forwards the appropriate form to document relocation expenses to the employeen via email.

Document Flow

Business Documents

Information Request

Receive information and communicate approval

The EIC Agent (Tier 2) receives the incoming fax and approves the relocation expenses. She notifies the employee via email and communicates that he can expect to receive a reimbursement check in the mail within the next 5 business days. The Agent marks the interaction record as "complete" and documents interaction notes for contact history.

Document Flow

Business Documents

Approval

Employee Interaction Center (EIC): Employee Lifecycle

The Employee Interaction Center (EIC) brings customer relationship management to Human Resources and streamlines service delivery through a centralized, single-point of contact. Employees can contact the EIC through multiple communication channels (e.g. phone, email, fax, chat) for answers to all of their HR questions and service needs. This scenario demonstrates the complete employee lifecycle beginning from self-service (ESS) to assisted service (EIC) for final resolution. The EIC complements self-service offerings to provide an additional layer of employee service/support and represents the next step in leveraging new technology to improve your overall HCM service delivery. In this example, there are 2 levels of support provided in the EIC (Tier 1 and Tier 2) to exemplify workflow management and routing rules (e.g. escalation) for contact handling efficiency, follow up activity and effective resolution.

Show Document Flow

Value Potentials	Business Benefits
	Improve communication
	Increase staff efficiency

Employee

EIC Agent (Tier 1)

EIC Agent (Tier 2)

Log on to Employee Self-Service

Contact EIC

Submit form for approval

Ask question

Receive approval

Identify caller

Search solution database for answers

Route employee call to specialist (Tier 2)

Accept incoming call (from Tier 1)

Communicate policy and request information

Receive information and communicate approval

Source:
* Internal ROI study

The value potentials shown in this table have been reported by selected SAP customers or independent third parties as referenced herein. However, there is no guarantee that such value potentials can be realized in any particular customer-specific business processes, and SAP does not make any representations and disclaims any liability as to the appropriateness of the referenced value potentials for any specific customer situation.
©SAP AG 2008

Business Benefits	Value Potentials
Increase customer satisfaction	74% of employee inquiries closed on first contact (SAPA)*
Increase productivity/reduce costs


Employee Interaction Center (EIC): Employee Lifecycle Human Resource departments are facing a number of business challenges today which include: increasing value added service, while reducing costs; streamlining business processes and enhancing service quality; appropriately allocating HR staff to maximize value and optimize performance potential; meeting the changing, increasing demands and expectations of a diverse employee population (e.g. job applicants, new hires, line managers, retirees). The Employee Interaction Center (EIC) brings customer relationship management to Human Resources. It delivers a cost effective, service oriented solution to HCM, to better assist all HR customers. The EIC allows customers to achieve the following business goals: decrease costs of HR service delivery, improve service quality, gain higher efficiency and cost transparency, standardize HR processes and services. The EIC helps support the complete employee lifecycle from self-service to assisted service and complements self-service options. Typically a high percentage of employee issues can be resolved through self-service offerings, independently without HR intervention; however, the EIC provides an additional layer of service or support to address more complex HR issues or support employees without web/intranet access (e.g. consultants on the more, shop floor employees, etc.). The EIC is the next step in leveraging technology to improve your HCM service delivery and expand service offerings to all employees.