Manage Employee HR Inquiries and Transactions Globally through Employee Interaction Center

  • by Amy Shillingford
  • Henning Duerholt, Product Manager, SAP CRM, SAP
  • Bianka Woelke
  • July 15, 2007
SAP ERP Human Capital Management (SAP ERP HCM) can help organizations streamline and standardize HR processes and services through a centralized delivery channel or shared services organization. Find out how shared service centers are deployed within SAP’s own HR organization.
Key Concept
Interaction Center functionality available with the SAP Enterprise Resource Planning (SAP ERP) and SAP Customer Relationship Management (SAP CRM) applications can help synchronize communications across all channels and touch points, decrease service costs, improve business processes, increase customer satisfaction, and drive revenue. HR process efficiencies and ROI measures are realized through improved employee interaction, process execution, and cost control.

Employee Interaction Centers (EICs) often require access to confidential employee data, so the HR department usually operates them in a shared service model for multiple business units across an organization. EICs can further connect with other departments and external organizations, rapidly providing customers, partners, and employees with helpful, consistent information.

As employees demand more control over work-related transactions and personal data, companies must act to provide systems that quickly meet employee demands while enabling quick, efficient processes that do not erode employee productivity levels. EIC software available with SAP ERP and SAP CRM addresses these demands by allowing companies to transform HR departments into a strategic, service- oriented response center. By using a centralized delivery channel or shared services organization, you can streamline and standardize HR processes and services such as employee policy and procedure inquiries, changes to employee master data (address, emergency contact, number of dependants), and the management of work and life events such as international assignments, terminations, and leaves.

EIC provides users with the tools required to support employee needs, including multi-channel contact integration, communication, contact management and activity tracking, and contact history. The application also allows agents to execute “on-behalf-of” transactions in the Employee Self-Service (ESS) module to assist employees in changing employee HR master data. In addition, EIC includes a central repository (inbox) that allows employee-facing agents to prioritize and support employees according to service-level agreements (SLAs) or processing guidelines. The inbox structure enhances the collaboration between employees and the appropriate HR support staff to ensure proper levels of response to any inquiry. Combined, these capabilities streamline standard processes to support HR business objectives such as reducing HR costs per employee and the reduction in time spent on HR-related inquiries.

This article explains both the technical architecture and functionality of the shared services organizational model, including the employee interaction center. It also provides a best practices look at HR shared services, using SAP’s business model as an example. Finally, the article provides a general overview of the key features within EIC.

Amy Shillingford

Amy Shillingford joined SAP in 1997. Before becoming\ director of the Americas HR Shared Services Center in 2005, she focused on streamlining processes through internal HCM implementations.

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Henning Duerholt

Henning Dürholt worked as an SAP R/3 SD and SAP CRM trainer and consultant for eight years before joining the SAP CRM Product Management in 2005. Focusing on the Interaction Center, he works on the integration of Interaction Center with back-end processes such as Logistics and SAP ERP Human Capital Management (SAP ERP HCM) as well as on the communication integration of SAP CRM processes.

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Bianka Woelke

Bianka Woelke (formerly Bianka Piehl) worked as an HR consultant since 1999 before joining SAP HR Consulting in 2003. Her consulting activities focused on the areas of organizational management, personnel administration, and performance management, including related self-service applications. Since May 2005, she has been working as a solution manager responsible for the applications within the HCM (Shared) Service Delivery.

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