Employee Support Case Study | Oracle Help Desk & AI Tools

British Media Enterprise

Enhanced employee support across HR and payroll using integrated Oracle HCM Cloud applications.

Services Provided

A London-headquartered British media enterprise with a global presence, operating across broadcasting, production and streaming.

The client was migrating from legacy Oracle E-Business Suite to Oracle Fusion Cloud across HR, Finance and Supply Chain.

Our role was to implement Oracle HR Help Desk, Digital Assistant and Intelligent Advisor enhancing employee support with a structured, self-service model providing personalised assistance and simplified navigation. We also provided post-implementation support, driving continuous improvement after go-live.

01. Email-Based Employee Support

Employee requests across HR and Payroll were managed entirely by email, creating communication bottlenecks, inconsistent response times and no visibility for employees on the status of their requests.

02. No Self-Service Policy Support

Policy guidance and applicability was manual, time-consuming and inconsistent, placing unnecessary burden on the HR team for queries that could be self-served.

03. Spreadsheet-Dependent Case Management

Employee relations cases were tracked using spreadsheets and email chains, making it difficult to maintain oversight, ensure consistency or manage sensitive cases with the confidentiality they require.

01. HR & Payroll Help Desk

Implemented a structured Help Desk solution across HR and Payroll, giving employees a single platform to raise requests, track progress and receive prompt, personalised support.

02. Self-Serve Policy Guidance

Built a self-service tool using Oracle Intelligent Advisor, enabling employees to get tailored guidance on HR policies without needing to contact the support team directly.

03. Employee Relations Case Management

Replaced spreadsheets and email with a structured case management system delivering real-time case visibility and standardised action plans for faster resolutions.

04. Conversational AI Employee Assistant

Implemented Oracle Digital Assistant to handle common queries and record updates via chat, reducing support team workload and improving employee experience.

What Our Client Says

"I'm impressed with how Nizam from iSmart Apps has laid down a solid foundation for future success through the implementation of Oracle Fusion Help Desk, Oracle Digital Assistant, and Intelligent Advisor. This strategic integration addresses current needs and sets the stage for growth and advancement.

The Fusion Help Desk ensures prompt support, while the Digital Assistant and Intelligent Advisor streamline navigation and offer personalised assistance to our colleagues in the UK."

Leading Global University | UK

Unified employee support across HR, Finance and Supply Chain using Oracle Help Desk, Fusion Service and Intelligent Advisor. One platform for request management and case handling.

Leading Global University | UK

Unified employee support across HR, Finance and Supply Chain using Oracle Help Desk, Fusion Service and Intelligent Advisor. One platform for request management and case handling.

British Media Enterprise

Customer Profile

Customer Profile

A London-headquartered British media enterprise with a global presence, operating across broadcasting, production and streaming.

The Project

The Project

The Challenges

The Challenges

01.

Email-Based Employee Support

Employee requests across HR and Payroll were managed entirely by email, creating communication bottlenecks, inconsistent response times and no visibility for employees on the status of their requests.

02.

No Self-Service Policy Support

Policy guidance and applicability was manual, time-consuming and inconsistent, placing unnecessary burden on the HR team for queries that could be self-served.

03.

Spreadsheet-Dependent Case Management

Employee relations cases were tracked using spreadsheets and email chains, making it difficult to maintain oversight, ensure consistency or manage sensitive cases with the confidentiality they require.

What We Delivered

What We Delivered

01.

HR & Payroll Help Desk

Implemented a structured Help Desk solution across HR and Payroll, giving employees a single platform to raise requests, track progress and receive prompt, personalised support.

02.

Self-Serve Policy Guidance

Built a self-service tool using Oracle Intelligent Advisor, enabling employees to get tailored guidance on HR policies without needing to contact the support team directly.

03.

Employee Relations Case Management

Replaced spreadsheets and email with a structured case management system delivering real-time case visibility and standardised action plans for faster resolutions.

04.

Conversational AI Employee Assistant

Implemented Oracle Digital Assistant to handle common queries and record updates via chat, reducing support team workload and improving employee experience.

What Our Client Says

See also

Leading Global University | UK

Leading Global University | UK

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