For Yum! Brands, the parent company of KFC, Pizza Hut, and Taco Bell, adopting Oracle HR Help Desk was the logical next step in the company’s Oracle Cloud journey. With a relatively aggressive timeline for an organization of their size, Yum! Brands went from its initial Oracle Cloud project kickoff in 2016 to the eventual go-live of HR Help Desk in under three years.
Yum! Brands’ implementation partner, APEX IT noted that Yum! Brands’ success with these rollouts was due in part to the company’s acceptance of the product’s delivered features. According to Keegan Olsen with APEX IT, Yum! Brands did not overcomplicate the implementation process but instead took what Oracle’s application had to offer and relied on configuration when warranted.
Service Request Workflow for Oracle HR Help Desk
From a scope perspective, Yum! Brands implemented core service request management to impact the workflow of service requests (SRs) and the relevant routing of SRs to different groups. Some systems refer to SRs as “cases” or “tickets.” Within its flexible and configurable platform, HR Help Desk allows organizations to update these terms if desired. At Yum! Brands, logging cases in SR was not much different than what they were previously doing in Oracle PeopleSoft, which positively impacted the overall change management process for their team.
Service requests (SRs) are grouped in the application into queues that are dependent on the type of request being made. For some organizations, Tier 1 service center employees may assign SRs to specific teams such as payroll, benefits, or pension. For other organizations, particularly larger ones such as Yum! Brands, there are options for the automatic routing of SRs. Omnichannel routing automatically routes SRs dependent upon their type. HR Help Desk provides the potential for additional routing layers that can assign SRs to members of the team that are available and actively working as opposed to those on vacation to maximize efficiency and response times.
What about existing SRs dated before a transition to a Cloud solution? Do you have to convert? You can do a data migration if needed, but this can be up to the organization. In Yum! Brands’ case, the pension team dealt with some backdated SRs that can last up to six months. They opted to migrate some, but not the entire list—continuing to utilize their previous database and migrate as needed.
Through configurations, organizations like Yum! Brands are putting what they want and what they need into their Help Desk.
Check out the demo below to see the special categories designed to capture members of Yum! Brands’ pension population who did not fully load into Oracle HCM Cloud.
Through additional customizations called mashups, administrators can create links to a person management screen or benefits screens to allow users to stay within the SR while making necessary updates in the system. This customization increases the potential for resolving the SR while never having to leave it.
SR Case Management for Oracle HR Help Desk
As a case management solution, Oracle HR Help Desk empowers HR representatives with rich, interactive reports to directly impact SR management and service delivery.
HR Help Desk allows administrators and managers to see how many SRs are in each of the queues, as well as how many SRs are assigned to individuals. Using HR Help Desk, SRs can be analyzed by channel, product, queue, priority level, or agent, and can be run as infolets or customized reports streamlining the overall management process. There are configurable options to export SR reports to Excel and to run automated daily reports (OTBI) that are deliverable through daily emails. Having the right analytics can drive the expansion of knowledge base content by identifying recurring SR themes.
HR Help Desk allows for control in the system as to who is assigned privileges for viewing and accessing queues. Once an SR is assigned to a queue, a user may only see who is assigned to their queue(s). Yum! Brands discovered that it can be easier to have teams assigned to separate queues and then maintain the teams instead of maintaining queue assignments. Yum! Brands benefits from further segmenting behind the scenes by breaking their payroll team into multiple payroll teams:
- Payroll tax
- Above store payroll
- Regular payroll teams
By segmenting how their SRs are routed and employing time-saving solutions such as bulk updating to reassign multiple SRs, Yum! Brands is working toward faster response times and increased employee satisfaction.
With the workflow notifications expected of a case management tool, notifications can be generated when SRs are closed or reassigned. Activities or tasks may originate from an SR and require handling by other teams, but not necessarily reassigning. Users can utilize “tasks” to facilitate and document those requests—improving collaboration between HR teams.
Yum! Brands also utilizes inbound and outbound email integration through HR Help Desk which allows for a full running history of all the dialogue occurring around an SR. Combined with HR Help Desk’s audit history capability, communication in a single thread improves the reportability of each exchange, and from a risk standpoint, provides a reliable benefit to tracking HR responses.
Multiple HR Help Desk features support leveraging the organization’s knowledge base to efficiently and consistently provide relevant information to employees. With tools like SmartText and templated communications, HR benefits from streamlined communication templates that can be shared across the HR organization.
Communication tools help to standardize communication—allowing for only the most updated version of policy and procedure documents to be sent. In Yum! Brands’ case, the use of templates and SmartText has been particularly helpful for new employees transitioning to the product so that they are all asking the same questions or using the same approach.
During the timeline on transitioning knowledge bases to Cloud, knowledge articles can be created that point users to the original knowledge base. In this instance, content is not getting replicated, but users can be directed to the recommended source.
Advancing with Oracle HR Help Desk
As with any new product adoption, Yum! Brands has learned many lessons through their experience. Yum! Brands has brought the need for “search by category” on the SR list page to Oracle’s attention. Additionally, Yum! Brands has found that they could only pull in limited data from the HCM side of Oracle, which Oracle is also working to address. Yum! Brands has experienced some infotile issues, but information on how to address these issues can now be located on Oracle’s website.
Yum! Brands recommends working closely with your organization’s email teams when creating emails out of HR Help Desk to address automatic responses and security.
Dashboard and reporting enhancements to improve the analysis of SRs are on the roadmap for Oracle HR Help Desk. Chat capabilities are also in the pipeline.
For more on Yum! Brands’ implementation of Oracle HCM Cloud HR Help Desk, check out the full presentation from COLLABORATE 19 attached below.
For more Oracle HCM Cloud resources, case studies, best practices, etc., check out Quest’s Oracle HCM Cloud Content Center. There are resources and training available for all aspects of HCM Cloud, including payroll, analytics, recruiting, and more!