HR Help Desk Fundamentals: 5 Reasons to Use a CRM for HR

HR teams at large enterprises know the struggle of staying on top of an avalanche of incoming employee questions. Take a note from how your Customer Care team deals with large volumes of interactions: a powerful CRM system.

Even though the “C” in CRM stands for Customer, as an HR professional you know your primary customers are your company’s employees. And there are many key pieces of functionality within a CRM system that are naturally suited to the day-to-day employee communication challenges you face. So why aren’t more HR teams using CRMs as their HR help desk software?

Let’s dive into five key reasons why it’s time for that to change.

5 Reasons to Upgrade to an HR Help Desk

1. Improve employee engagement

Every HR pro knows how important employee engagement is – not only to KPIs like employee turnover, but to your organization’s very survival.

Centralizing and streamlining how you manage employee questions, requests, and complaints with an HR help desk gives your employees an easy point of contact. The efficiency gains that come with using CRM for HR also help your representatives reply more quickly. Getting employees the answers they need – and fast – contributes to their satisfaction.

And speaking of satisfaction, using a central HR help desk gives you a natural platform from which to launch employee surveys, helping you measure their engagement over time and identify potential areas for improvement.

HR help desk systems can even help you with proactive communications to employees, such as automated emails congratulating them on their work anniversary. It’s been proven that seemingly small gestures, if personalized and well-timed, can make a big difference on engagement.

2. Scale your HR operations

Enterprise HR teams receive a high volume of employee contacts. Managing these with good old-fashioned email is neither scalable nor sustainable.

Much like customer service call centers, HR reps are often dealing with the same types of questions over and over, covering topics like benefits, leave, payroll, company policies, and more. While many of these questions are fairly routine, there are often times when more specialized help is needed. For example, “How much PTO do I have left this year?” or “Why was there a change on my pay stub?”

This is where the sophisticated routing rules of a CRM can save the day. This technology can automatically route incoming HR help desk queries to the staff member best equipped to answer.

Using a CRM for HR also equips your team to easily interact with employees on a variety of channels from one central interface. So, for example, your HR team can engage with employee questions and concerns over email, phone, live chat, an employee portal, or whichever channels your team is most comfortable with.

3. Mitigate risk and identify issues

When employees contact HR to file claims, report an incident/injury, or share other sensitive information, it’s critically important that this data is stored in a central place for easy auditing and streamlined compliance.

But even for complaints or issues that aren’t of a sensitive nature, having a single place to reference can be extremely valuable as you look for ways to improve the overall employee experience.

4. Get a clearer picture of your organization with HR analytics

Not only can HR help desk software serve as your launch point for employee satisfaction surveys and tracking, it can provide a host of other insightful data points. Analyzing the reasons employees contact the HR help desk can tell you whether:

  • Your internal communications could be more effective
  • A certain policy is consistently causing confusion
  • There are areas where more training may be needed

This kind of information goes beyond what employees may be telling you in a survey, using their behavior to give you a clearer picture of where they need more from you.

5. Empower employees to serve themselves

To take another leaf out of your Customer Care team’s book, self-service chatbot technology is a great fit for fielding employee questions. A chatbot can be programmed to answer the most common questions you get from employees. For example, a chatbot could help your employees find information on:

  • How to set up direct deposit for paychecks
  • How to request time off
  • Where to find forms for leave requests
  • How to make benefit selections during open enrollment
  • How to report an incident or complaint

Basically, think of a chatbot as an employee concierge, front-and-center on your intranet to help them navigate their questions. The chatbot can also seamlessly escalate to a human member of your staff when employees need additional help, like with a specific question about time off or a paycheck.

Astute customers using our COVID-19 Health Screening Chatbot will be familiar with this functionality, but this technology is almost infinitely flexible. You could even launch your next employee satisfaction survey using a bot!

Customer Spotlight: Using Astute for HR Help Desk Software

A top quick-service restaurant franchise with more than 300,000 corporate employees uses Astute’s HR help desk technology within their HR service center. This team serves as the first point of contact for corporate employees, answering questions about benefits, payroll, company policies, medical and disability leaves, worker’s comp and EEOC claims, and more.

Using integration with their other key systems, the CRM references an employee’s ID number when they reach out to HR. This identifier pulls in the employee’s profile, contact information, work location, and other key data points, and displays them for the HR rep. This lets reps not only validate the employee, but gives them context to help them better solve the issue at hand.

The HR service center team also frequently scans in relevant documents like leave paperwork, populating case fields with required information. With a central repository of all important employee documentation, they never have to worry about details slipping through the cracks.

They also use Astute’s CRM notification features to alert key parties within the organization when claims or incidents take place, closing the communication loop.

Ready to learn more about how HR help desk software could transform how you engage with employees? Schedule time to share your key engagement initiatives and see what Astute’s technology can do.