SAP Employee Interaction Centre

SAP HCM Service Delivery

The Employee Interaction Center (EIC) in mySAP ERP 2005

Introduction into HCM Service Delivery Employee Interaction Center with mySAP ERPSolution Offering Providing value to your businessContact information


© SAP AG 2005, mySAP ERP / 4

Why HCM Service Delivery?

mySAP ERP HCM Service Delivery will

enable everyone to be efficient by providingtechnology

increase the value and quality of services byreducing the costs of delivery


Customer Pain Points

Paper-based processes

Services are not fully automatedend-to-end

Services can‘t be accessed easily

Services can‘t be accessed by everyone

No insight to processes and requesthandling


How does HCM fit into your business?

Event Result

Employee

Manager

External

Requestor

Phone

Kiosk

Portal

Mail

Access Channel

Service and Content

AdministrativeServices

StrategicServices

Analytics

Information

Receiver

Service Center

HR Expert

Manager


Building Blocks of HCM Service Delivery Solution Offering

Event Result

HCM Data

Direct Ac

cess

Cha

nnel

HCM Processes and Forms

HR Admin

Employee Interaction Center

Self-Services:

ESS, MSS, etc.

Employees

Managers

Applicants

Retirees

Remote HR

Introduction into HCM Service Delivery Employee Interaction Center with mySAP ERPSolution Offering Key Features Providing value to your businessContact information


EIC Business Process Flow

Log Activity

44

22

33

55

11

Accept Contact

ContactEIC

Process Request

Identify Employee

Employee Interaction Center

Notify Employee

66 Employee

EIC Agent


EIC Business Process (Scenario Example)

Adam (an employee) has a question about the upcoming benefits enrollment

He is traveling on business and cannotaccess Employee Self-Service.

The EIC Agent accesses the

knowledge database to search for available

benefit packages.

The EIC Agent emails the requested policy

information to Adam.

The EIC Agent reviews Adam‘s employmentstatus and prior interaction history.

Adamsuccessfully

completes his benefits

enrollment.

Adam calls the Employee Interaction Center for assistance.


EIC in mySAP ERP: Technology

EIC in mySAP ERP is part of the HCM Shared Service Solution in mySAP ERP 2005

EIC in mySAP ERP uses the newest SAP Interaction Center technology (originally developed by CRM) but now availablein Netweaver 2004s for ERP: Interaction Center WebClient (IC WebClient)

IC WebClient has a web-based user interface built on Business Server Pages

EIC in mySAP ERP delivers ´out-of-the-box` integration intoHCM business processes and Portal Roles



Interaction Center Web Client

Employee Interaction Center:Employee Search

Employee ProfileAuthentication

Service ActivityContact and Activity ManagementNotepadFollow-up Activity; business workflowInteraction History

Knowledge SearchSolution DatabaseTREX Search Engine

HR DataDisplay/Change HR Master data (ERP back-end)

Agent InboxCentral repository for work items


EIC Agent Desktop - User Interface

Toolbar

Navigation BarWorkspace

Scratch Pad

Title BarEmployee

Info

Communication Info


Current Solution for Interaction Center WebClient

Integrated Communication Interface (ICI)Active Contact Push for

TelephonyEmail

Agent InboxContact Pull

Email based on SAPConnectWeb-Request


Multichannel Options for EIC

mySAP ERP EICmySAP ERP EIC

IntegratedCommunication

Interface

Contact Push

SAPconnect, Workflow

Contact Pull(Agent Inbox)

ICIConnector

Communication Management Software

Phone E-Mail Chat E-Mail Web-Request


Employee Search: Key Features

Employee Search

Manual Search by Employee name, SSN, Personnel Identification Number

Automatic profile match up with communication data (0105) via communication software (CTI)

Employee Search Results with multiple hits list, contacts and detailed view

View employee details and profile data (name, address, hire date, contact information…)

Authentication and password confirmation


Service Activity

Service ActivityUsed to quickly document employee requetsActivity can be categorized (2 levels)Priority, Status, DescriptionCan have several contactsNotes (including logging information: Who added/changed when a specific note)

Last ActivitiesShow most recent activities of the current employee

Activity SearchAllows the agent to search for any or all activities with an employee

Follow-UpAllows forwarding inside the EIC (Agent Inbox) or outside (HR Administrator)Based on mySAP Business WorkflowProcessors can be defined flexible (Users, Organizational Units, ..)


Service Activity: UI and Key Features

Follow-Up

Activity and Contact

Last Activities

Activity Clipboard


Knowledge Search: Key Features

Knowledge Search

Based on SAF (Software Agent Framework)

Standard knowledge base, based on SAP Case and Records Management and TREX Search Engine

Integration of 3rd party Knowledge bases and search engines (Badlimplementation); Search across multiple knowledge bases (SAP and non-SAP)

Generate query results list; view detailed search results

Send search results to employees via email reply (including attachments)


Knowledge Search: UI and Key Features

Search:•Free text Search•Attribute Search•Exact Phrase•Exclude Phrase


HR Admin Services Integration / HR Master Data

Transaction Launcher for HR Service Integration into EICInternet Transaction Server (ITS) or URL’s (intranet)


Agent Inbox: Key Features

Agent Inbox

Central repository of incoming and open work items for processing

Activity search by category, status, priority and date range selection (from/to date)

Advanced filter and sort options

Inbox results list with employee details, forwarding options for re-assignment

Out of the box integration with portal roles (ESS, MSS, HRAS) and HCM processes



What are your benefits from EIC in mySAP ERP?

Employee Benefits:Improve communication and accessibility with multi-channel access

Promote consistent messaging

Increase employee satisfaction

Company Benefits:Increase service quality

Reduce delivery costs

Ensure accurate information

Provide operative HR excellence

Technical Benefits: No seperate system landscape and interfaces required

´Out-of-the-box` integration into HCM businessprocesses and Portal Roles



InternetSAP Service Marketplace: www.service.sap.com/erp-hcm

Contact personsBianka Piehl, SAP AG (Walldorf)Lisa Tinti, SAP Labs (Palo Alto)

Resources


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SAP Employee Interaction Centre