© Hexaware Technologies. All rights reserved. www. hexaware.com Global CRM HR Helpdesk implementation Client Overiew Client Benefits Hexaware Approach Solution Framework The Challenge Value Delivered • Implementation and customization of Help Desk for HR v9. 1, PeopleTools v8. 52 & Integration to back end • Development of new Customizations involving Service Level Management Model, Automated access, Knowledge Management System, Metrics Global Roll up of Metrics across HR Centers for consolidation • A single integrated system resulted in huge cost savings, maintenance of older systems made obsolete. • Leverage centres as “hubs” of knowledge to drive efficiencies back to the Businesses via a single global instance • Each country has its own language interface, with access to country specific tools and operating procedures • Rolled out for 113 countries (500K users in 10 languages) • Visibility into how centers are performing and demands of the Businesses • Improve Tracking of HR Service Request and provide better Employee Service. • Track HR Shared Service Performance • Leverage the Specialist Knowledge Case Study Manufacturing The client wanted to have a multi-lingual, customized and ITIL compliant Implementation of one single platform for all the global countries and we implemented PeopleSoft CRM 9.1 Helpdesk for HR • Cost Savings of ~ 20% year on year • ROI - Implementation costs absorbed in the first year of operations after Go-Live • Visibility into how centers are performing and demands of the Businesses • Auto-Routing and planning of maintenance jobs were enhanced with new features The client is a worldwide conglomerate, offering results in energy, health and home, transportation and finance, Building, powering, moving and curing with their presence in every nook and corner of the world. India Headquarters 152, Sector – 3 Millennium Business Park ‘A’ Block, TTC Industrial Area Mahape, Navi Mumbai – 400 710 Tel.: +91-22-67919595 APAC Headquarters 180 Cecil Street, #11-02, Bangkok Bank Building, Singapore 069546 Tel.: +65-63253020 NA Headquarters 1095 Cranbury South River Road Suite 10, Jamesburg, NJ 08831 Tel: 609-409-6950 Fax: 609-409-6910 For all Hexaware office locations, visit: http://www.hexaware.com/worldwide.htm EU Headquarters 4th Floor, Cornwall House 55-57 High Street, Slough Berkshire SL1 1DZ, UK Tel: +44 (0)1753 217160 About Hexaware Hexaware is a leading global provider of IT & BPO and consulting services. The company has achieved a leadership position in Business intelligence solutions across a wide range of domains such as Banking, Financial Services, Insurance, Travel, Transportation, Logistics, etc. Hexaware focuses on delivering business results and leveraging technology solutions by specialising in Business Intelligence & Analytics, Enterprise Solutions, Quality Assurance and Testing Services, Founded in 1990, Hexaware has a well-established global delivery model armed with proven proprietary tools and methodologies, skilled human capital and SEI CMMI-Level5 certification. Hexaware has a significant presence in the European market with local offices in the UK, Germany &the Netherlands. Our global footprint spans across 5 continents, 20 countries and 31 locations. Technology Environment • Technology: - PeopleSoft CRM 9.1 Helpdesk for HR, Oracle HR, Oracle DB, Java platforms, single sign-on services • Methodology: - Hexaware used its proprietary SPEED Implementation Methodology to execute this project • Project Duration: - 3 Months for each country (Implemented for 50 Countries) • Model: - Onshore-Offshore