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customer in focus 7
Tools for HR
DSM has a separate department dedicated to automating HR processes: Global HR Information Solutions. This team is concerned with optimizing processes, supporting HR systems and safeguarding the quality of data for DSM worldwide. Global HR IS activities ensure that HR managers and employees can focus on their personal development. We support six systems, including recruitment and career management, says Jacqueline Hendriks, Global HR IS expert and TOPdesk functional manager. We look for tools to support HR processes and determine whether these systems should be implemented locally or globally. Hendriks had previous experience implementing TOPdesk as a case management tool for a Finance Shared Service Centre. When the BSC HR started looking for a new tool,
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Fons and I looked into TOPdesk to see if it could provide a solution, says Hendriks. Manders adds, We already used SAP Solution Manager, but it was not efcient enough. We had to manually copy incoming emails into SAP. That was a full-time job for one of our colleagues.
with a tool, but there was still some resistance. Everyone had to get used to the new system. This is why I trained a number of key users after the system went live, who in turn trained their colleagues. These key users are also ambassadors: they are their departments contact person for questions about TOPdesk. Such things always take getting used to, says Manders, but in a matter of weeks we were hearing that staff never wanted to go back to the old system. When you get such positive feedback so quickly, you know youve made the right choice. We really notice the difference in user-friendliness. For instance, its easy for us to create reports about our customer services because we have dened SLAs for categories and subcategories. We
also keep an eye on trends: which topic and which category are most common among incoming questions? We reserve room in our newsletter to provide extra information about these difcult subjects.
Fewer obstacles
Manders explains that TOPdesk was a logical choice. The most important factors were how quickly the tool could be implemented, the price and the user-friendliness. The implementation was completed in ten days, says Hendriks. An essential part of the implementation was training the HR staff, says Hendriks. Our employees were already used to working
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registered in TOPdesk. But its hard to quantify whether TOPdesk has made us more efcient, says Manders. After all, the number of cases you have processed doesnt really say anything, as each case is different. However, TOPdesks automatic mail registration and notications have saved between 1 and 1.5 FTE. The colleague who had to manually copy emails can now focus on something we have wanted to do for a long time: visiting customers. We already did this, but wanted to make it a structural part of our tasks. Using TOPdesk meant we had the opportunity to maintain our personal approach. We currently visit the HR directors and business partners several times a year to discuss and improve services.
domly selected customers are sent an email with three questions about how they were served. This provides us with continuous feedback and lets us actively apply changes where needed. DSM created the quick survey in cooperation with TOPdesk. At DSM, we are always looking for new ways to improve our efciency and customer-oriented approach, says Hendriks. We try to get the most out of our current systems, which is why we collaborate with TOPdesk so frequently. I know that this tool has a lot to offer, and were only reaping some of the benets. We might use TOPdesk for other processes in the future, such as planning HR workows, issuing company cars or keeping track of digital staff les.
QUICK SURVEYS PROVIDE US WITH CONTINUOUS FEEDBACK AND LET US ACTIVELY APPLY CHANGES
Jacqueline Hendriks - DSM
Continuous feedback
DSM is taking the next step in customer contact, says Hendriks. Customer satisfaction survey results are snapshots. Maybe someone had a negative experience with the department just before we sent out the survey, causing them to give us a lower score. This is why we recently introduced so-called quick surveys. Once a case is processed, ran-