When you think of a business process with automation potential, do you think of a particular team? Human resources may not be the first obvious priority. However, there are many manual procedures in the HR daily reality and automating these can make them more efficient.
For example, your company recruits an employee, and human resources must ensure that the recruitment process is well integrated. Despite their goodwill, they can't achieve this integration alone. The IT department must activate equipment, applications, and access upon hiring. How can HR operations be automated without slowing down the efficiency and learning curve of the new employee?
For several years, IT Service Management Systems (ITSM) have not been confined to information technology but focused on providing real value to the organization and its business services (finance, customer service, human resources, procurement, logistics). These tools also aim to support various processes outside IT; we are now talking about Enterprise Service Management (ESM).
Enterprise Service Management (ESM) is the technology platform that allows you to do just that. This article will help you learn how process automation makes human resource management more fluid and efficient.
Expectations of the business unit service
Currently, repetitive and manual actions can complicate the task of HR specialists. Staff turnover, relocations, access changes or promotions sometimes result in many requests that must be processed quickly. Human resources services want more efficiency and, above all, to offer better services in a shorter time. The process is underway but will continue to evolve, as shown by a CareerBuilder survey, which accounts for 37% of automated HR processes compared to 53% for IT.
Still according to CareerBuilder, 72% of employers expect some human resource roles to be fully automated in the next decade
Concretely, ESM software automates service delivery. Users can submit service requests instead of using manual processes to accomplish tasks. The service they ask for can see the request, who sent it, and when. Decision-makers can then approve or reject the request.
HR: A good fit for process automation
What makes human resources a good candidate?
This area has many manual processes that could be made more efficient by introducing automation.
Here's an example:
George has just moved and needs to change his address with the Human Resources Department.
This process involves a change of location. He waits for someone to send the change of address form, fills out the form, and waits for someone to enter the information into a database.
As with many of our clients, sending an email to HR directly would go into a shared inbox that would never be checked, making it moot.
What would this process look like with ESM software?
George would go to an online platform, fill out a form, or open a virtual agent or chatbot.
He would type his request to change his address.
The ESM platform then connects the new info to the employee information database and updates George’s address accordingly.
Badabing-Badaboom. Done.
The contrast between the two processes is enormous.
In the first example, George needs other resources and has to go through several steps for a task that should be simple.
In the second example, George can skip talking with anyone to complete the required task and finish it within a few minutes.
This is a simple example, but it can be replicated even for more complex processes, such as onboarding a new employee and managing the associated accounts, access, and equipment.
Human resources should be involved in something other than non-essential processes or those that don't directly concern individuals. With an ESM (Enterprise Service Management) system, HR operations can be quick and efficient through automation, leaving them more time to develop their staff and business strategies.
