ohug 2012- hr help desk mckesson and apex it

Charles Fusco, McKesson Jody Davison, McKesson Bryan Hinz, Apex IT

McKesson uses Oracle’s

PeopleSoft HR Help Desk to

Deliver “Human Resources

Even Better”.

Who is McKesson?

What business needs were we trying to meet?

McKesson forms a partnership with Apex IT

Human Resources Even Better (HREB) Deployment & Demonstration

Results achieved and lessons learned

A Look to the Future

Discussion Topics

Who is McKesson?

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$112 billion in revenues • Fortune 14

• Headquartered in San Francisco

• More than 36,000 employees

• 2 segments: Distribution Solutions

and Technology Solutions

• Founded in 1833

Technology

Solutions

• #1 pharmaceutical distributor in U.S. and

Canada

• #1 generics distributor

• #2 in specialty distribution and services

• #1 in medical-surgical distribution

to alternate care sites

• 2,700+ Health Mart retail pharmacy franchisees

• Comprehensive retail information systems and

automation offerings

• Serve 50% of all U.S. hospitals

• Leader in clinical, revenue cycle, and resource

management solutions

• Leading claims processing and connectivity

business

• 100,000+ physician customers

• #1 in hospital automation

• #1 in medical management software and services to

Payers

Distribution

Solutions

Who is McKesson?

Pharmacies Healthcare Providers

Payors Manufacturers Consumers

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Transforming HR from a highly decentralized function to a center-led, collaborative, integrated and business aligned model.

Use of technologies to support a Shared Service within a virtual call center environment.

Scalable to be better positioned for a constantly changing business environment.

Creating consistent, repeatable and measurable delivery of HR Services.

Leveraging technology that supports best practices and improves efficiency.

Emphasizing interaction resolution via Self-Service.

Centers of

Expertise

Business

Partners

HR Shared

Services

McKesson

What business needs were we trying to meet?

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Who is Apex IT? Customers

Apex IT’s HR Service Delivery practice is

focused on HR Help Desk and its intersection

with key areas of the Shared Service Model

n Ora Platinum Certified Advantage

Partner

Full service consultancy – supporting the entire

application implementation continuum – from

strategy development and implementation, to

training and support

Oracle’s strategic partner for product positioning,

demonstration, quantifying value via business

cases/ROI and Oracle’s Insight process

Member of Oracle’s PeopleSoft HRHD Advisory

Board

HR Shared Services Knowledge Portal

Quarterly Apex IT HR Help Desk User Group

Services and Expertise

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The Request to Resolve Process

Email

Phone

Chat

Web Self

Service

Productivity Diagnosis Analysis

Interactive

Reports

Knowledge

Management

Active

Analytics

Framework

Quick

Codes

360 Degree

View of

Employee

Case

Creation

360

Degree

View

Diagnose &

Close Case

System

Directs

Inquiry

Emp

Self-

Serv

ice

MultiC

hann

el Co

mmun

icatio

ns

Closure

Closure

Email

HelpDesk for Human Resources

CTI

Analyst

Engages

Case

Mgmt

HR Action

Links

Human Resources (PeopleSoft, EBS) Integration

Analyze

Workforce Comm’s

Surveys

Crystal

Reports

OBIA

Who is Apex IT?

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HR Even Better (HREB)

Telephony HR Portal Help Desk Imaging PeopleSoft

HRMS Upgrade

Technology solutions are inter-related

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HR Even Better Deployment

When our employees, managers, or business partners need

help from our new HR shared services they will have multiple

options to request such support

Dial the call center number

Submit a request via the web.

Conduct a live chat session with an agent.

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Now, time for a system demonstration ..

HR Even Better Deployment

Our agents can support such service requests through various tools

Telephony solution routes calls based on user selection

and agent skills, automatically “pop’s up” HR Help

Desk 360 view of caller showing employee details

need to answer questions promptly.

HR Help Desk workflow allows cases submitted vie self

service to be routed and managed efficiently by

agents.

Agents can Conduct a live chat session via HR Help

Desk with requestors seeing employee information,

allowing URL pushes to present content as well as

text. All details are easily recorded in the cases via

chat logs.

Now, time for a system demonstration ..

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Results Achieved-Early Measurements

11 5/22/2012

Chat 648 5%

Email 771 6%

Fax 14 0%

Paper Doc 23 0%

Phone 9112 75%

Walk Up 88 1%

Web Case 1594 13%

Volume—Cases by Week

Contact Methods

Results Achieved-Early Measurements

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0

200

400

600

800

1000

1200

1400

1600

Closed

Open

Open/Closed Ratio

□Total Closed- 96%/8,092 cases □ Total Open- 4%/ 349 cases

Results Achieved-Early Measurements-Client Satisfaction

13 5/22/2012

The overall quality of my Live Chat (instant messaging) interaction with the HRSC was excellent.

0

10

20

30

40

50

60

1

3

12

38

5

4

3

2

1

90% Satisfied

CHAT

Results Achieved-Early Measurements-What are our Clients saying?

14 5/22/2012

It was my first time to use the Live Chat feature and was amazed how fast the response time was. Within seconds, I was connected with HR Expert.

Went very

smoothly,

excellent, timely,

and friendly

communication

from HR Expert.

CHAT

WEB

CASES

Time to Resolve

First Time Resolution

Trending by day, time and month

Usage trending by Business Unit

Continued Client Satisfaction

Results Achieved-Future Measurements

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Lessons Learned • Stay vanilla, minimize customization.

• Keep HRHD drop down values to a minimum—less is more at first.

• Manage scope creep.

• Transitioning to Chat was a challenge doing it simultaneously with other new technologies. Understand readiness of users and agents.

• Allow sufficient time for new technology/process training for agents.

• Practice, practice, practice! Recommend using Pilot period if possible.

• Understand you company’s culture and manage accordingly.

16 5/22/2012

More Automation

Automated e-mail templates

ERMS (e-mail response)

Agent, manager and leader dashboards

Scripts functionality

Implement Details for improved Reporting

Implement Service Level Agreements

A Look to the Future

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Contact Information

Charlie Fusco

Charles.Fusco@McKesson.com

Jody Davison

Jody.Davison@mckesson.com

Bryan Hinz

Bryan.Hinz@apexit.com

612.964.5596

Please fill out a session evaluation!

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