Streamlining Employee Support with Oracle Help Desk & AI Tools

British Media Enterprise with Global Operations

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

Services Provided

A London-headquartered British media enterprise operating globally as a vertically integrated producer, broadcaster and streaming platform.

The client embarked on a comprehensive transformation programme, migrating from legacy Oracle E-Business Suite to contemporary Oracle Fusion Cloud Applications for HR, Finance, and Supply Chain.

Our role encompassed implementing Oracle HCM Cloud applications, specifically, HR Help Desk, Digital Assistant, and Intelligent Advisor.

The objective was to streamline employee support in HR and Payroll, and transition away from legacy email-based support and embrace self-service model with simplified navigation and personalised assistance for the employee.

Additionally, we provided post-implementation support, driving continuous improvement.

01. Email-Centric Employee Support

Overreliance on email as the main channel for support, resulting in communication inefficiencies and potential delays in response times.

02. Manual Policy Assessment

Manual assessment of policy applicability to colleague circumstances, leading to potential errors and inconsistencies.

03. Spreadsheets for Employee Relations Case Management

Reliance on spreadsheets and emails for employee relations case management, causing limitations in tracking and managing cases efficiently.

01. Employee Support Enhancement

Implemented a comprehensive HR and Payroll Help Desk solution with personalised assistance, simplified navigation, and prompt support, resulting in improved overall employee satisfaction.

02. Personalised Policy Guidance

Developed a self-serve solution for employees to get tailored guidance on HR policies, minimising direct engagement with support teams.

03. Efficient Case Management System

Streamlined employee relations cases with real-time insights on case status and faster resolutions. The solution included comprehensive case-capturing forms and standardised action plans.

04. Assistance Through Chatbot

AI-powered text interactions enabled employees to easily access information and update records, enhancing overall employee experience.

Prestigious UK-Based Global University

Delivered Redwood applications to streamline HR operations and optimise licensing.

Prestigious UK-Based Global University

Delivered Redwood applications to streamline HR operations and optimise licensing.

British Media Enterprise with Global Operations

Customer Profile

Customer Profile

A London-headquartered British media enterprise operating globally as a vertically integrated producer, broadcaster and streaming platform.

The Project

The Project

The Challenges

The Challenges

01.

Email-Centric Employee Support

Overreliance on email as the main channel for support, resulting in communication inefficiencies and potential delays in response times.

02.

Manual Policy Assessment

Manual assessment of policy applicability to colleague circumstances, leading to potential errors and inconsistencies.

03.

Spreadsheets for Employee Relations Case Management

Reliance on spreadsheets and emails for employee relations case management, causing limitations in tracking and managing cases efficiently.

What We Delivered

What We Delivered

01.

Employee Support Enhancement

Implemented a comprehensive HR and Payroll Help Desk solution with personalised assistance, simplified navigation, and prompt support, resulting in improved overall employee satisfaction.

02.

Personalised Policy Guidance

Developed a self-serve solution for employees to get tailored guidance on HR policies, minimising direct engagement with support teams.

03.

Efficient Case Management System

Streamlined employee relations cases with real-time insights on case status and faster resolutions. The solution included comprehensive case-capturing forms and standardised action plans.

04.

Assistance Through Chatbot

AI-powered text interactions enabled employees to easily access information and update records, enhancing overall employee experience.

See also

Prestigious UK-Based Global University

Prestigious UK-Based Global University

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