• September 30, 2002
  • By David Myron, Editorial Director, CRM and Speech Technology magazines and SmartCustomerService.com

PeopleSoft HR Tool Leverages Self-Help Technology

The connection between HR and CRM applications is getting stronger, thanks to yesterday's announcement of PeopleSoft HelpDesk for Human Resources. What is the tie-in to CRM? According to Jim Holincheck, research director of Human Resource Management at Gartner Group, organizations are looking to CRM self-help solutions to lighten the load on HR departments. "As organizations look to provide their HR services more effectively and increase workforce satisfaction, they will need to leverage solutions that combine CRM help desk and HRMS technology seamlessly with self-service to deliver the optimal worker experience." The solution, which is designed to improve workforce satisfaction and cut costs, is a pure Internet HR service that helps employees help themselves with a Web self-help solution. More advanced queries can be handled by HR specialist productivity tools, designed specifically for HR professionals. So any changes in areas such as new hires, terminations, change in family and job status, payroll, benefits, health plans, and vision plans can be conducted through the PeopleSoft HelpDesk for HR. "The PeopleSoft HelpDesk for HR leverages the best of CRM technology in terms of case handling, call routing, knowledge-base tools. It's not a typical help desk. This is pre-built with all the business processes and knowledge-base components needed for an HR department," says Brad Wilson, vice president of marketing for the CRM business unit at PeopleSoft. "Companies that are deploying human capital management from PeopleSoft have an advantage when using specialist service and workforce service. All of the stuff is available online through a secure access. The self-service capabilities help avoid less complex calls to HR and, as a result, the HR department is less taxed." PeopleSoft HelpDesk for Human Resources is slated for general availability in the first quarter of 2003.
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