© Hexaware Technologies. All rights reserved. www.hexaware.com

Global CRM HR Helpdesk implementation

Client Overiew

Client BenefitsHexaware Approach

Solution Framework

The Challenge

Value Delivered

• Implementation and customization of Help Desk for HR v9. 1, PeopleTools v8. 52 & Integration to

back end

• Development of new Customizations involving Service Level Management Model, Automated access,

Knowledge Management System, Metrics

Global Roll up of Metrics across HR Centers for consolidation

• A single integrated system resulted in huge

cost savings, maintenance of older

systems made obsolete.

• Leverage centres as “hubs” of knowledge

to drive efficiencies back to the Businesses

via a single global instance

• Each country has its own language

interface, with access to country specific

tools and operating procedures

• Rolled out for 113 countries (500K users in

10 languages)

• Visibility into how centers are performing

and demands of the Businesses

• Improve Tracking of HR Service Request

and provide better Employee Service.

• Track HR Shared Service Performance

• Leverage the Specialist Knowledge

Case Study Manufacturing

The client wanted to have a multi-lingual, customized and ITIL compliant Implementation of one single

platform for all the global countries and we implemented PeopleSoft CRM 9.1 Helpdesk for HR

• Cost Savings of ~ 20% year on year

• ROI - Implementation costs absorbed in the first year of operations after Go-Live

• Visibility into how centers are performing and demands of the Businesses

• Auto-Routing and planning of maintenance jobs were enhanced with new features

The client is a worldwide conglomerate, offering results in energy, health and home, transportation and finance, Building, powering, moving and curing with

their presence in every nook and corner of the world.

India Headquarters

152, Sector – 3 Millennium Business Park

‘A’ Block, TTC Industrial Area

Mahape, Navi Mumbai – 400 710

Tel.: +91-22-67919595

APAC Headquarters

180 Cecil Street,

#11-02, Bangkok Bank Building,

Singapore 069546

Tel.: +65-63253020

NA Headquarters

1095 Cranbury South River Road

Suite 10, Jamesburg, NJ 08831

Tel: 609-409-6950

Fax: 609-409-6910

For all Hexaware office locations, visit: http://www.hexaware.com/worldwide.htm

EU Headquarters

4th Floor, Cornwall House

55-57 High Street, Slough

Berkshire SL1 1DZ, UK

Tel: +44 (0)1753 217160

About HexawareHexaware is a leading global provider of IT &

BPO and consulting services. The company has

achieved a leadership position in Business

intelligence solutions across a wide range of

domains such as Banking, Financial Services,

Insurance, Travel, Transportation, Logistics, etc.

Hexaware focuses on delivering business results

and leveraging technology solutions by

specialising in Business Intelligence & Analytics,

Enterprise Solutions, Quality Assurance and

Testing Services, Founded in 1990, Hexaware

has a well-established global delivery model

armed with proven proprietary tools and

methodologies, skilled human capital and SEI

CMMI-Level5 certification. Hexaware has a

significant presence in the European market with

local offices in the UK, Germany &the

Netherlands. Our global footprint spans across 5

continents, 20 countries and 31 locations.

Technology Environment

• Technology:

- PeopleSoft CRM 9.1 Helpdesk for HR, Oracle HR, Oracle DB, Java platforms, single sign-on

services

• Methodology:

- Hexaware used its proprietary SPEED Implementation Methodology to execute this project

• Project Duration:

- 3 Months for each country (Implemented for 50 Countries)

• Model:

- Onshore-Offshore