Boxfusion Case Managemnet With Employee Experience

Telecom Giant Fuels Case Management with Employee Experience Solution

“Our client's vision was to bridge the gaps within their existing end-to-end HR processes, utilising an agile case management solution that facilitates advisor-led support and a reliable employee self-service. Boxfusion helped them pair flexible, future-proof technology with their global HR strategy to improve their Employee Experience.”

Andy Stevens, Delivery Director, Boxfusion

Background

Our client is the world’s largest international TV and broadband company, with operations in 10 European countries under some of the largest consumer brands. 

The global media brand selected Boxfusion as their Oracle technology partner for the implementation of their HR Helpdesk solution, based on Oracle Service Cloud, with the primary goals of bridging gaps in current HR processes, empowering employees with an adaptable case management solution and improving the overall employee experience.

Hr Helpdesk Oracle Service Cloud Boxfusion

Challenge

  • Integration between HR technology stack
  • Lack of self-service capability
  • Slow case resolution times
  • Siloed data across the global HR functions (It can also be Stakeholder Management issue
  • Local cultural and legislative differences

Solution

  • Automated self-serve knowledge repository
  • Branded end-to-end case management portal
  • Real-time case tracking and analysis 
  • Consistent messaging across channels
  • Tailored to meet local requirements worldwide

Results


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