Oracle Help Desk Implementation Case Study

Leading Global University | UK

Unified employee support across HR, Finance and Supply Chain using Oracle Cloud Applications.

Services Provided

A globally renowned UK-based university with a workforce of over 15,000, spanning academic, professional and operational staff across multiple faculties and locations.

The University aimed to modernise employee support across HR, Finance and Supply Chain, moving away from email-based requests and paper-based forms towards a structured, self-service model.

Our role was to implement Oracle Help Desk, Fusion Service and Intelligent Advisor, establishing unified support framework across HR, Finance and Supply Chain, enabling structured case management, guided policy self-service and efficient request handling across the organisation.

01. Disconnected Digital Forms

HR and Payroll requests were managed through disconnected digital forms and Word documents with no system integration, resulting in manual handling, data inaccuracies and delays.

02. Email-Based Support

Employee Support across HR, Finance and Supply Chain relied heavily on email. This created communication bottlenecks, inconsistent response times and no visibility for employees on request status.

03. No Structured Policy Guidance

Policy guidance relied on static documents with no personalisation, leading to inconsistency and burdening HR Support.

04. 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. Unified Help Desk Across HR, Finance and Supply Chain

Implemented Oracle Help Desk across HR, Payroll, Finance and Supply Chain. Employees can raise and track requests through multiple channels, with every request automatically routed to the right team.

02. Structured HR & Payroll Request Management

Extended Oracle Help Desk to handle diverse HR and Payroll requests, replacing disconnected digital forms with structured, system-connected workflows that eliminated manual handling.

03. Finance Request Management

Implemented Oracle Fusion Service to streamline Accounts Payable and Receivable requests. The solution integrated HCM, ERP and Fusion Service with approval workflows to improve process efficiency and user experience.

04. Personalised Policy Guidance

Designed and built policy interviews using Oracle Intelligent Advisor. Employees can now get personalised answers to HR policy queries, reducing HR team involvement and ensuring consistent guidance across the organisation."

05. Case Management & Resolution

Implemented a structured case management system to replace spreadsheet and email-based tracking of employee relations cases. The solution provided real-time visibility and standardised activity plans for faster resolutions.

British Media Enterprise with Global Operations

Transformed HR and Payroll support using Oracle Help Desk, Digital Assistant and Intelligent Advisor, enhancing employee experience with a structured, self-service model.

British Media Enterprise with Global Operations

Transformed HR and Payroll support using Oracle Help Desk, Digital Assistant and Intelligent Advisor, enhancing employee experience with a structured, self-service model.

Leading Global University | UK

Customer Profile

Customer Profile

A globally renowned UK-based university with a workforce of over 15,000, spanning academic, professional and operational staff across multiple faculties and locations.

The Project

The Project

The Challenges

The Challenges

01.

Disconnected Digital Forms

HR and Payroll requests were managed through disconnected digital forms and Word documents with no system integration, resulting in manual handling, data inaccuracies and delays.

02.

Email-Based Support

Employee Support across HR, Finance and Supply Chain relied heavily on email. This created communication bottlenecks, inconsistent response times and no visibility for employees on request status.

03.

No Structured Policy Guidance

Policy guidance relied on static documents with no personalisation, leading to inconsistency and burdening HR Support.

04.

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.

Unified Help Desk Across HR, Finance and Supply Chain

Implemented Oracle Help Desk across HR, Payroll, Finance and Supply Chain. Employees can raise and track requests through multiple channels, with every request automatically routed to the right team.

02.

Structured HR & Payroll Request Management

Extended Oracle Help Desk to handle diverse HR and Payroll requests, replacing disconnected digital forms with structured, system-connected workflows that eliminated manual handling.

03.

Finance Request Management

Implemented Oracle Fusion Service to streamline Accounts Payable and Receivable requests. The solution integrated HCM, ERP and Fusion Service with approval workflows to improve process efficiency and user experience.

04.

Personalised Policy Guidance

Designed and built policy interviews using Oracle Intelligent Advisor. Employees can now get personalised answers to HR policy queries, reducing HR team involvement and ensuring consistent guidance across the organisation."

05.

Case Management & Resolution

Implemented a structured case management system to replace spreadsheet and email-based tracking of employee relations cases. The solution provided real-time visibility and standardised activity plans for faster resolutions.

See also

British Media Enterprise with Global Operations

British Media Enterprise with Global Operations

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