“We are confident that there will be multiple benefits for front- and back-end users,” Unlikely anyone who calls or emails HR will notice a difference, though, because theĮventually, however, HR hopes to add a knowledge base and self-service option, where Including categorizing, tracking, and analyzing interactions with customers. Helquist said the CRM system has helped with HR’s internal processes, So far, about 50 HR employees have used the system to create cases, logging thousands “As an employee, you’re getting, presumably, a better user experience because of it,Įven though it's not a system that you use,” he said. Gresham noted that, for the number of resources pumped into the project, it’s impactįor most users - U employees sending inquiries to HR - is largely unseen right now.Īdditionally, HR departments used systems that had no service levels before switching New installs, monitoring, patches, and upgrades. “That is more ofĪn accomplishment in my opinion than just standing up another PeopleSoft product likeĪ CRM middle tier, because we've done that a million times.”ĭatabase Administrator Rob Birkinshaw and his Data Management Platform Support Services team colleagues created and host new databases to support the new PeopleSoft environments.įrom the database level, his team supports the back-end of the CRM system, including “There was a big learning curve with Elasticsearch,” Leatham said. The search function, results are returned more quickly.Īlthough his team read a lot of documentation, implementing Elasticsearch took some TheyĪlso went live with Elasticsearch - the first use of the fast-search tool in UIT history.Įlasticsearch, Leatham said, has its own servers, where it creates indexes for theĭifferent tables and data available in PeopleSoft HR HelpDesk.
#Peoplesoft hr upgrade
They also had to upgrade all the other PeopleSoft products to keep them in sync. For one, his team stood up a lot of servers, but That install, he said, was very similar to other PeopleSoft products, but it still Senior Systems Administrator Mathew Leatham, who works on the PeopleSoft Middle Tier team, created and maintains the middleware, or user, interface where HR representatives So, if someone has already created a ticket viaĮmail and is following up, HR staff can view that information.
#Peoplesoft hr software
Ryan Hahn, a software design engineer on Gresham’s team, said the system also createsĪ log of any and all interactions. “And so, when an agent picks up the phone, they're ready to go. The system uses to access your HR help desk case file. Hooking it all in to the email servers, and the boxes that connect to the phones andĬomputers can be “a real nightmare.” But it streamlines the overall user experience.įor instance, when employees call in, they’ll be prompted to enter their uNIDs, which by at least 25 percent, although some would argue more.Īlthough PeopleSoft builds and delivers the product, he said the process to install,Ĭonfigure, and integrate it into existing UIT systems is extensive.
#Peoplesoft hr install
Install has expanded UIT’s PeopleSoft footprint - which includes Campus Solutions (Student), Finance, Interaction Hub (Portal Solutions), and HR (Human Capital Management) Gresham, who works for University Support Services' HR/Auxiliary Team, oversaw the project - one of the largest his team has undertaken. Of PeopleSoft in almost 20 years, Senior Software Design Engineer Brandon Gresham The constituent/customer relationship management (CRM) system is the first new installation Than we have before because we have this centralized system.” He added, “We are able to measure and analyze our interactions so much better With an employee and pick up where I left off.” “Now an HR co-worker who's located across campus or across the city can see my interaction We can document that in one central system,” said Tadd Helquist,Ī senior business systems analyst in Human Resources Information Systems (HRIS). “We're seeing that it's easier for us to communicate with each other about the interactions Since adopting PeopleSoft HR HelpDesk a couple of months ago, however, their jobs have become a little bit easier. The old school workflow just wasn’t working. The lack of consistency made it more difficult to documentĪnd share information, communicate with each other, and measure interactions.
All case management activities are accessible on one page in PeopleSoft HR HelpDesk.įor some time, each department within the U’s Division of Human Resources (HR) relied on homegrown systems via email, Word documents, or Excel spreadsheets to manageĬustomer relationships.
0 kommentar(er)
