Case Study: University HR Management achieves improved service quality, visibility and reporting with Resolve Software Group

University HR Management - Customer Case Study

The University, a world-class tertiary education and research institution, undertook a 2012 strategic review that identified the need for a new HR Customer Service Management solution. HR cases were poorly tracked, multiple input channels caused clients to “shop around,” and visibility and service quality were degraded; the primary goals were to increase service quality, visibility and reporting, reduce repeat queries, and move toward more self-service functionality.

In early 2014 Resolve Software Group implemented a hosted Resolve Enterprise solution (live July 2014) providing a central knowledge repository, end-to-end case management, customised workflows and security controls, HR system integration, dashboards and a watcher feature, supported by RSG managed services. The result is a stronger, flexible HR system with improved reporting and visibility, faster turnaround on issues, earlier identification and resolution of systemic problems, and planned enhancements (email monitoring and broader rollout across HR teams).