Hexaware Technol ogi es. All rights reserved. www.hexaware.

com
Global CRM HR Helpdesk implementation
Client Overiew
Client Benefits
Hexaware Approach
Solution Framework
The Challenge
Value Delivered
Implementation and customization of Help Desk for HR v9. 1, PeopleTools v8. 52 & Integration to
back end
Development of new Customizations involving Service Level Management Model, Automated access,
Knowledge Management System, Metrics
Global Roll up of Metrics across HR Centers for consolidation
A single integrated system resulted in huge
cost savings, maintenance of older
systems made obsolete.
Leverage centres as hubs of knowledge
to drive efficiencies back to the Businesses
via a single global instance
Each country has its own language
interface, with access to country specific
tools and operating procedures
Rolled out for 113 countries (500K users in
10 languages)
Visibility into how centers are performing
and demands of the Businesses
Improve Tracking of HR Service Request
and provide better Employee Service.
Track HR Shared Service Performance
Leverage the Specialist Knowledge
Case Study Manufacturing
The client wanted to have a multi-lingual, customized and ITIL compliant Implementation of one single
platform for all the global countries and we implemented PeopleSoft CRM 9.1 Helpdesk for HR
Cost Savings of ~ 20% year on year
ROI - Implementation costs absorbed in the first year of operations after Go-Live
Visibility into how centers are performing and demands of the Businesses
Auto-Routing and planning of maintenance jobs were enhanced with new features
The client is a worldwide conglomerate, offering results in energy, health and home, transportation and finance, Building, powering, moving and curing with
their presence in every nook and corner of the world.
India Headquarters
152, Sector 3 Millennium Business Park
A Block, TTC Industrial Area
Mahape, Navi Mumbai 400 710
Tel.: +91-22-67919595
APAC Headquarters
180 Cecil Street,
#11-02, Bangkok Bank Building,
Singapore 069546
Tel.: +65-63253020
NA Headquarters
1095 Cranbury South River Road
Suite 10, Jamesburg, NJ 08831
Tel: 609-409-6950
Fax: 609-409-6910
For all Hexaware office locations, visit: http://www.hexaware.com/worldwide.htm
EU Headquarters
4th Floor, Cornwall House
55-57 High Street, Slough
Berkshire SL1 1DZ, UK
Tel: +44 (0)1753 217160
About Hexaware
Hexaware is a leading global provider of IT &
BPO and consulting services. The company has
achieved a leadership position in Business
intelligence solutions across a wide range of
domains such as Banking, Financial Services,
Insurance, Travel, Transportation, Logistics, etc.
Hexaware focuses on delivering business results
and leveraging technology solutions by
specialising in Business Intelligence & Analytics,
Enterprise Solutions, Quality Assurance and
Testing Services, Founded in 1990, Hexaware
has a well-established global delivery model
armed with proven proprietary tools and
methodologies, skilled human capital and SEI
CMMI-Level5 certification. Hexaware has a
significant presence in the European market with
local offices in the UK, Germany &the
Netherlands. Our global footprint spans across 5
continents, 20 countries and 31 locations.
Technology Environment
Technology:
- PeopleSoft CRM 9.1 Helpdesk for HR, Oracle HR, Oracle DB, Java platforms, single sign-on
services
Methodology:
- Hexaware used its proprietary SPEED Implementation Methodology to execute this project
Project Duration:
- 3 Months for each country (Implemented for 50 Countries)
Model:
- Onshore-Offshore