{"id":500078,"date":"2014-11-21T14:25:28","date_gmt":"2014-11-21T13:25:28","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/devoteam-places-human-capital-care-at-the-heart-of-it-service-excellence\/"},"modified":"2025-06-16T14:04:01","modified_gmt":"2025-06-16T12:04:01","slug":"devoteam-places-human-capital-care-at-the-heart-of-it-service-excellence","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/sk\/success-story\/devoteam-places-human-capital-care-at-the-heart-of-it-service-excellence\/","title":{"rendered":"Devoteam Places Human Capital Care at the Heart of IT Service Excellence"},"content":{"rendered":"\n

This global leader in assurance, tax, and advisory services employs more than 150,000 people in over 150 countries. Faced with up to 100,000 HR enquiries per year, the organisation invited Devoteam to help streamline its customer care systems for greater efficiency, better security, and lower operating costs.<\/p>\n\n\n\n

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The snapshot<\/h2>\n\n\n\n
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1<\/strong><\/p>\n\n\n\n

A global leader in professional services, handling up to 100,000 HR enquiries per year, needed to modernise its customer care systems.
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2<\/strong><\/p>\n\n\n\n

The primary challenge was to enhance a legacy case-handling application to improve Human Capital Care’s efficiency, security, and knowledge management while integrating it with a new front-office system.
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3<\/strong><\/p>\n\n\n\n

We delivered a single, secure platform by rewriting the existing system, which consolidated multiple solutions and provided an integrated, transformational view of HR information.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

Main challenges<\/h2>\n\n\n\n

Our client\u2019s Human Capital Customer Care (HCCC) team is responsible for handling approximately 400 HR enquiries per day from staff as well as external applicants on a huge array of issues. With 300 of these made by telephone and 100 via a dedicated portal, the team of up to 100 users is able to resolve 70% of cases while passing more complex ones to other specialist sub-teams, such as Choices, Joiners, Life Events, to resolve.<\/p>\n\n\n\n

Since 2000, the organisation has used a bespoke BMC Remedy application, hosted in a virtual environment over a Microsoft SQL Server database to handle these cases. However, with annual traffic reaching 100,000, the system needed major enhancements \u2013 a more intuitive and modern interface, improved security, better knowledge management, introduction of self-service, and integration with a new front office application to remove duplication.<\/p>\n\n\n\n

What Did We Solve?<\/h2>\n\n\n\n

The client engaged Devoteam, a world leader in IT Service Excellence, to create a single, secure platform that would consolidate its multiple individual solutions into an enterprise-wide application.<\/p>\n\n\n\n

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We chose Devoteam as our strategic partner based on its understanding and proven experience of enterprise service management.<\/p>\n\n\n\n

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HR Director of a Global Leader in Assurance, Tax, and Advisory Services<\/p>\n<\/div>\n\n\n\n

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Devoteam rewrote the HCCC system, introducing an array of new functions, and integrated it with the corporate Front Office HR system, to produce a transformational view of information from many different systems in one place.<\/p>\n\n\n\n

The rewrite simplified the case-logging process and greatly enhanced knowledge management, which, in turn, has resulted in effective management information.<\/p>\n\n\n\n

Devoteam successfully delivered the solution according to plan. We also conducted comprehensive testing prior to release and equipped the client\u2019s HCCC team with project documentation to help transfer knowledge and skills.<\/p>\n\n\n\n

Main Benefits<\/h2>\n\n\n\n
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The new HCCC platform delivered faster HR problem resolution and lower operational costs.
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The single, secure platform provided an integrated view of operations for better management control.
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The transformation project secured HR’s place within the organisation as a change catalyst and thought leader.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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The HCCC Transformation programme has delivered a raft of tangible benefits to the client:<\/p>\n\n\n\n