In most organisations, HR service management processes start with internal chats or phone calls and end with Word documents and Excel sheets. Managing all that information in such an old-fashioned manner becomes extremely tedious as the organisation grows. Most organisations, even with an HRMS, use antiquated systems that make HR professionals’ jobs more difficult. Instead of automating processes and decreasing work, these tools become a source of additional problems and remain underutilized. This creates further process inefficiencies and redundancy.
Some of the other prominent challenges faced by HR teams are:
Lack of a centralized service delivery mechanism
Typically, HR departments are divided into several branches, requiring employees with different requests to communicate through multiple channels. HR teams may find themselves running lots of separate processes in the absence of a centralized service management system, resulting in disjointed service delivery and frustrated employees.
Supporting hybrid work
It is anticipated that after the pandemic, more than half of employees will work from home, up from 30% previously (as mentioned in Gartner’s recent report A Business Case for the Hybrid Workforce). Even once the pandemic is over, Gartner’s report estimates that approximately 78% of employees will want to work from home. Are HR departments prepared to handle such a vast online workforce? Moreover, HR departments need to keep employees informed of all current events, send targeted messaging to managers and other employee groups, and provide a safe and flexible workspace experience regardless of where employees work. However, experience reveals that just a handful of businesses are prepared to deal with these situations effectively.
Monitoring and managing complex HR processes
Managing complex HR requests and keeping track of productivity can be a huge burden without a proper service management tool. Are you still juggling separate onboarding software and request management software? Still making manual reports? Still tracking and analysing the effectiveness of service delivery processes manually? Looks like you’re in need of a proper HR service management tool!
As they grow, organisations need flexibility in their service management tools to accommodate the rise and fall in the complexity of their service operations. Irrespective of the type of growth – whether it’s employee count or the number of business locations or branches – a good HR service management system is completely flexible and accommodating. Most HRMS tools out there, sadly, aren’t.
Absence of optimal knowledge management
When something goes wrong, employees look for speedy answers and immediate responses to their L1 tickets. They are forced to contact HR directly rather than submitting tickets or looking for solutions in the HR portal due to a lack of available information in the current HR service management solution (that is, if the organisation has implemented one at all). This, in turn, places an unneeded burden on HR professionals and affects their productivity.
What ServiceDesk Plus brings to the table
Centralized employee portal
Hybrid workforce support
Keep your employees informed with targeted communications, essential announcements, and a flexible workspace experience, anywhere.
Smarter, scalable employee management
Add unlimited employees and multiple sites of your organisation. Manage all your employees efficiently with smart workflows, no-code automations, and interdepartmental collaborations.
Ease of deployment
Get your HR help desk started with zero coding efforts from your end. Build your own workflows and life cycles for the different processes to get the work done efficiently.