Problem: Multiple requests by employees to verify pay, benefits and to update records
Challenge: Employees are deployed around the world so the multiple time zones and schedules made it difficult for timely results. Multiple languages and cultures also contributed to strained communications
Solution: Implemented self-service portal. This allowed for the employees to quickly find needed forms and for them to submit and track cases directly
Benefits/Results: Decreased the turnaround time for responses and provided better tracking of questions.
Allowed for more one-and-done interactions and provided insight into where additional training was needed.