Learn what the differences are between help desks built specifically for HR and those built for IT. On December 10th LBi Software hosted a webinar comparing HR help desks to IT help desks. Based on LBi research, over 80% of HR departments that implement IT Help Desk or generic CRM systems convert to HR specific applications within approximately 3 years. In this webinar, Howard Kaplan compares and contrasts the differences between LBi's HR specific Help Desk and typical IT Help Desk systems. The presentation covers HIPAA, Safe Harbor, government compliance requirements, case confidentiality features, HR centric analytics, social collaboration and much more.

1. LBi HR Help Desk
Webinar Series
HR vs IT Help Desk Comparison
Presented by:
Howard Kaplan – Director of Business Development
hkaplan@lbisoftware.com
516-921-1500 ext. 135
www.lbisoftware.com

2. Agenda
• LBi Overview
• HR vs IT Help Desk Comparison
• HR Help Desk Overview
– Technology
– Reporting & Analytics
• HR Help Desk Demonstration
• Wrap Up

3. LBi Software
• Established 1982
– We partner with you – your success is our success
• Primary Focus on Human Capital Mgmt (HCM)
Solutions for the Enterprise
– Legacy in custom HCM development
– Custom & packaged solutions
• IVR/CTI/Speech Recognition expertise
• Mission/Business Critical solution delivery

4. HR vs. IT Help Desk Comparison
Security, Privacy, Confidentiality
• HIPAA, PHI, PII, Safe Harbor compliant
– “Fines can be up to $250,000 for violations or
imprisonment up to 10 years for knowing abuse or
misuse of individual health information”.
• Private Interactions/collaboration
• Confidential case visibility
– Protected Access
– Restricted Group Access

5. HR vs. IT Help Desk Comparison
• HR documentation in a searchable wiki KB
• HR centric workflow
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–
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Custom Tasks
Escalations
Reassignments
Overdue notifications
• HR centric reporting/KPI’s (morale, performance)
• User selected preferred response method

6. HR vs. IT Help Desk Comparison
• Maintain non-employee records (1099’s,
retirees, terminated workers, family members,
etc.)
• Social Media Integration
• Integration to benefit enrollment systems
• One-click link to employee records in payroll
systems, talent management systems, etc.

7. Critical Features
• Document Repository/Library
• Auto send reports to user
defined distribution lists
• Email case creation (with add
attachments feature)
• Build Common Problems
KB (FAQ) on the fly
X

8. Critical Features
• Simplified to-do list filtering

9. Critical Features
• Schedule HR user absences and auto reassignments
• Employee search by name, sounds like, SSN, ID#,
etc.
• Case aging by day or hour, and include/exclude
weekends & user defined holidays
• Permanent audit trail (no case info is EVER deleted)
• Simple employee portal UI & mobile access
– Search KB
– Review past & open cases
– Create new case

10. LBi HR Help Desk Technology
• Multi-platform architecture
• On premise or hosted deployment
– Single Tenant architecture – for security every
install stands alone
– SaaS (monthly) or Perpetual License (purchase)
• Multi-Language

11. LBi HR Help Desk Technology
• Developed in J2EE
• 100% Web based
– Any browser (IE, Firefox, Chrome, etc.)
– Mobile version for iPhone/iPad, Android native browsers
– No controls to install (Flash, ActiveX, Silverlight, Java Applets, etc.)
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/
/
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• Single Sign-on support
• Supports multiple databases
–
–
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MySQL
Oracle
DB2
Microsoft SQL Server
• Supports multiple OS’s
– Linux/Unix
– Windows Server
– Solaris

12. HR Help Desk Case Entry Options
Flexible Employee
Access



Secure Web Portal Access
Email generated cases
 Include attachments
 Formatted email text or
email forms
Phone – CTI/IVR
 Calls auto routed to CSR
computer screen & phone
 Ticket created via voice
response and dialtone
commands

13. Build Your Own Report Library
Schedule reports to run
& select recipients

14. HR Help Desk Data Export
Easy data
extraction
Turn report data into
actionable analytics:
 Excel Pivot Tables &
Charts
 Other analytic programs
 Data extraction for non-technical
users direct from every report screen

15. HR Help Desk Executive Dashboard

16. What Our Customers Are Saying
“We implemented this LBi HR Help Desk in a large organization with users in
50 states and several countries. Employees were able to utilize the product
with no training and had seamless interaction with the on-line product right
from the start. Administration of the system was very simple, easy to navigate
and easy to understand.
LBi team was professional, timely and experts in understanding our needs and
system requirements. Great experience with product and company, would
use again. ”
Erin Quinn – General Dynamics

17. Demonstration
www.lbisoftware.com

18. HR Help Desk Summary
• Secure and Confidential Communications
• Conform to Government Regulations
• Save Time and Money
• Improve Employee Satisfaction and Engagement
• Consistent Adherence to Policies Across Business Units
• Rapid Case Search and Retrieval
• Powerful Reporting & Analytics Provide Valuable
Insights