Kettering Health: Avoiding ‘Answer Shopping’ with Practical Support

With disparate ticketing systems, users were left with more than one answer when they needed HR support.

A single system of action allows users to track cases and search for knowledge, all within Employee Service Center.

Brief

Consistent responses to HR inquiries help Kettering Health to drive higher employee engagement.

What we did

Create a single system of action to track cases and search for knowledge.

Results

Employees have direct access to meaningful HR self-service options.

Highlights

  • Virtual Agent helps users find useful information for a number of HR-related inquiries
  • Consistent answers from HR support
  • Unification of disparate support and information systems