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An In-Depth Look at

HRSS Technologies

March 2011

15th Annual North American Shared Services & Outsourcing Week

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Agenda

Giant Eagle• Who are we?• What have we done?

What drives your use of technology?

HRSS Technologies – Value & Benefit• Customer-facing• Agent/HRSS infrastructure• Management tools

Open Discussion - Current Problems/Challenges• Technology identification / selection / making the case• Change Management• Improvement cycle• Cost-savings• Measurement

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•One of the largest, privately owned and family-operated companies in the nation. Retail Grocery, Convenience/Fuel and Distribution/Transportation

•Annual sales of approximately $8.2 billion

•Ranked 39 on Forbes magazine's list of the top U.S. private companies. Become a Best Place to Work as measured by Forbes “Top 100 Places to Work in America”

•Average square footage of supermarkets: 75,000-85,000 sq ft.

•Number of store/convenience locations: 360+

•Team Members: 32,700

Giant Eagle

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Giant Eagle - Where we Operate

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•Customer profile –

•HRSS volumes –o1.75M pay checks annually, 75K W2soApplicants = ~275K /yearoHR Transactions = 10-12K/monthoLOAs = 1100-1300 cases/yearoService Center Cases = ~8000/month

•HRSS Org Design – Agents/Specialists/Supervisors/Trainers, Central Admin, Fulfillment teams

Giant Eagle HR Shared Services

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What drives your use of Technology?

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HRSS Technologies – a Balancing Act..

Customer-focused

IVRKnowledge Management

CollaborationPortals

Mobile AppsAgent chat

Outbound dialersSelf-Service

HRSS-focused

CTIKnowledge Management

Case ManagementCall queue monitoring

Virtual agentDocument Management

Self-Service

Management / MeasurementSkill-based routingCustomer surveys

Analytics / Measurement, AlertsQuality Assurance monitoring

Workforce ManagementCase Management

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Question: If you could only pick one, which of the following internal Service Center technologies could you not live without?

a. IVR Telephony

b. Knowledge Management Tools

c. Portal(s)

d. Case Management Tools

e. Workforce Management Tools

f. Document Handling Tools (OCR, Imaging)

Value & Benefit From Service Center Technology

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Poll Title: Source of the Most Value and Benefit From Service Center Technology

Poll Question: If you could only pick one, which of the following internal Service Center technologies could you not live without?

Online poll results…

IVR Telephony 0%

Knowledge Management Tools 0%

Portal(s) 14%

Case Management Tools 14%

Workforce Management Tools 8%

Document Handling Tools (OCR,

Imaging)64%

Other (Please Comment) 0%

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Value & Benefit from Service Center Technology

Question: What primary benefit does the technology in the

previous response bring to your organization?

a. Efficiency/Cost Savings

b. Quality improvement

c. Improved Customer Service

d. Measurement / Reporting

e. Other

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Efficiency/Cost Savings 71%

Quality improvement 0%

Improved Customer Service 8%

Measurement / Reporting 0%

Other (please comment) 21%

Poll Title: Source of the Most Value and Benefit From Service Center Technology

Poll Question: What primary benefit does the technology in the

previous response bring to your organization?

Online poll results…

Comments:- “other" - provides cost savings, efficiency, quality, better customer service AND measurement and reporting.

- “Document management tool has allowed Beam Global to reduce FTE requirements and also improve the quality of the work”

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Open Discussion

What problems do you face with regards to Technology?

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Open Discussion

•How do you identify the technology need? How do you make the right selection?

•What technologies are on your roadmap & why?

•Is technology adoption an issue? If so, why?

•You have an established Shared Services structure. Where do youfocus next?

•The Continuous Improvement cycle - how do you keep it going?

•How do you use measurement to support your Operations & your business case for change?

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•“It’s really complex to make something simple”. “The most powerful technologies are those which disappear”

- Jack Dorsey, Twitter Chairman and Square Founder

•Do you lead with technology – or does technology come into play when you have a business problem to solve or a process to enable?

•See past your customer. Deliver today what they will think about tomorrow.

•We are not in an IVR, case management, knowledge management, portal, Imaging/OCR, web chat business, we are in a customer service business. Make it about the customer.

Closing Thoughts…