The Access Group promotes employee’s autonomy, improves employee satisfaction and centralizes HR requests with Neocase

The Access Group is one of the leading business management software providers for small and mid-sized organizations in the UK, Ireland, and Asia Pacific. They have currently more than 7 000 employees.
As a partner, The Access Group wanted to use the Neocase solution for their own needs and more precisely for employees’ requests.

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10

Countries

Technology

Industry

7,000+

Employees

UK, Ireland & Asia Pacific

Regions

Solutions

Neocase HR Ready

Results

Centralization of all HR requests for managers.
Employee satisfaction improved with a single point of access.
Promote employee autonomy thanks to the implementation of a Knowledge Base.
Quick implementation in 3 months.
+70 % of employee’s access to Neocase.
30% of employee requests have a Tier 0 resolution.
Easier case management thanks to prioritization of incoming cases.
80% of the frequently asked questions can be answered by employees or managers by themselves.

“With Neocase, we find it a lot easier to set SLAs , prioritize workload and get back to employees and look at efficient manner, timely manner.”

“Employees let us know with amazing feedback that they’ve been happy with the process.”

Harriet Oswick / Employee Success Assistant / The Access Group

“Neocase enables us to have an effective shared service operation. It enables me to see where we need to focus our time for our employees.”

“One of the main reasons that we chose Neocase is because of the strong relationship that we have with PeopleXD and Neocase. By working together, we have a great case management system. It was cost-effective and the speed of implementation was really great. Then, the integrations were there and really effective. So made it really easy to do.”

Naomi Whitaker / Head of Employee Platforms / The Access Group

Requirements

Implement a white-label solution for managing employee requests.
Manage prioritization and routing depending on the topic of the request, with an unlimited capacity of categorization.
Provide a complete and dynamic overview of HRSD team activities.
Streamline the different channels of employee requests (phone, email, paper…).
Improve processing times between HR agents and employees by using scripts and templates.
Offer a Knowledge Base adapted to employee profiles (location, role, etc.), including line managers and updated internally.
Set different service levels depending on category and priority of the request.
Implement HR processes common to all business units in an expansion context.