At Available, we often see that HR departments are burdened with repetitive administrative tasks that steal valuable time away from the strategic work of employee development and company culture. But what if we could automate many of these tasks and at the same time improve the experience for your employees? That is the core of HR Service Management, and Zendesk is the perfect tool to make it a reality.
What is HR Service Management?
HR Service Management is about applying the same principles of efficiency and service that you know from customer service to internal HR processes. The goal is to create a streamlined, transparent and user-friendly service for all employees – from the first day as a new hire to the last.
Zendesk as Your HR Department's Right Hand
By using Zendesk, which you may know from customer service, we can transform your HR department into a modern service function. We set up a central system where all HR enquiries are handled as "cases" (tickets). This ensures that no enquiry is lost and that all communication is gathered in one place. With Zendesk Guide we also build a self-service portal that gives employees access to information 24/7.
Concrete Use Cases: From Onboarding to Holidays
Zendesk can be used to handle almost any HR process. Here are some of the most common examples we implement for our customers:
- Onboarding new employees: We can automate the entire process. When a new employee is created, a case is automatically created with a checklist for HR, IT and the line manager. This ensures that everything from equipment to the welcome pack and induction meetings is handled on time.
- Handling holiday requests: With a simple form on your intranet, employees can submit holiday requests. The request becomes a case that is automatically forwarded to the manager for approval. Once it is approved, it is noted in the calendar, and the employee receives a confirmation.
- Answering HR questions: Employees can ask questions about pay, pension, insurance or other personnel matters via email or a form. All enquiries land in a clear system where the HR team can handle them systematically and ensure quick and accurate answers.
- Employee Self-Service Portal: We build a knowledge base with answers to frequently asked questions (FAQs), company policies, guides and templates. This frees up an enormous amount of time for the HR team, as employees can find answers to their questions themselves.
The Benefits of Using Zendesk for HR
Implementing Zendesk for HR Service Management provides a number of clear benefits:
- Efficiency and time saving: Automation frees the HR team from manual and repetitive tasks.
- Transparency and traceability: Both employees and HR always have an overview of the status of a case.
- Improved employee experience: Employees get faster answers and easy access to information, which increases satisfaction.
- Data insight: Zendesk provides valuable data about which questions HR receives most often, which can be used to optimise processes and communication.
How We at Available Can Help
We are experts in adapting Zendesk to your specific needs. We help you map out your HR processes, design workflows, build a user-friendly self-service portal and ensure that your HR team gets the necessary training. Together we create a solution that not only makes the HR department more efficient, but also strengthens the employee experience across the entire organisation.