HR Case Management

Designed in collaboration with leading HR practitioners, the Avature Case Management solution helps you resolve workforce issues through engagement and cooperation, reaching an entirely new level of intelligent assistance.

A portal showing a list of requests created by a user with details such as request number, creation date, request type and status.

Why Avature HR Case Management?

Our case management solution allows HR managers to easily go beyond self-service when appropriate and offer a well-managed, high-touch spectrum of support services that respect the criticality of the issues requiring resolution.

Unlike conventional IT case management systems based on help desk concepts, Avature HR Case Management recognizes that people issues can be exceedingly complex, often cannot be resolved by HR alone, and may require a series of cascading actions to mitigate risk and retain operational capabilities.

Our solution allows you to manage a greater variety of issues with a fully bespoke configuration tailored to your operating model. It also enables HR to collaborate effectively with line managers, legal and finance teams, and other stakeholders, including external counsel and benefit providers, to ensure employees get the support they need, when they need it.

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The automation within Avature has been one of the biggest eye-opening pieces of the Avature offering. It has allowed us to save hours of typically manual processes and those hours have obviously translated into money savings as well.”

Gina Drew

Senior IT Manager

UI Image showcasing automated configurable workflows

Scale High-touch Services with Automation

Using our highly configurable workflow engine, HR managers can easily automate a wide range of processes, from supporting time-off, payroll or benefits inquiries to managing complex investigations that require multiple layers of approval from various stakeholders.

Image depicting Avature HR Case Management main dashboard

Transform the Employee Experience

By combining a customized data model and structured case and sub-case hierarchy with portals designed for specific user communities, HR generalists can collect and distribute data and documents, manage approvals, survey stakeholders and route cases based on type and fundamentally transform the employee experience.

An Employee Service Center portal with common requests, a search bar and a chat window with a service representative.

Help Employees Help Themselves

Allow your HR team to focus on complex issues by providing employees with a frictionless, hyper-personalized and fully branded portal experience where they can quickly solve doubts, open cases and track resolution.

Easily configure Avature’s Knowledge Agent, an intelligent chatbot that answers common questions and delivers relevant resources from your organization’s knowledge base, giving employees fast, reliable support. For complex or sensitive matters, employees will be able to connect directly with an HR agent to receive personalized assistance. Learn more about streamlining HR case management with AI here.

A custom, auto-generated email that demonstrates how Avature's workflow capabilities can create engaging recruitment processes.

Avature CRM Features Make Employee Communication Easy

The ability to communicate to multiple stakeholders about mitigations, workarounds and resolutions goes well beyond traditional case management and requires a sophisticated multichannel communication capability only found in a robust CRM.

The Avature solution provides all the tools needed to segment your workforce based on both case and person record data. You can segment, and message impacted employees quickly and easily with standardized templates or fully customized messages.

Real-time, multichannel communication and user-specific dashboards put HR issues at the fingertips of daily operations managers and build their relationship with HR Generalists and other members of the HR team.

The Avature Platform showing a case management dashboard with various metrics such as cases by category and by department.

Bring Clarity to HR Service Delivery

Our Case Management solution leverages Avature’s full journaling, user-specific dashboards, and reporting features, including a programmable (JSON) report builder, to provide clarity and support discovery. Case and sub-case metrics, reports on stakeholder involvement, resolution approvals and a range of other actions are easily tracked and shared with a variety of teams involved in operations and risk management activities.

This way, reports and dashboards provide actionable insights, helping your team identify trends and frequently occurring cases, prevent future incidents and make better, data-driven decisions.

Uncover service delivery gaps, keep managers up to date on case progression and reallocate case load to ensure that HR generalists can deliver quality service throughout the entire organization. Tags can help highlight serious, top-priority cases so you can treat them accordingly.

Champion Compliance and Confidentiality

The Avature solution provides the features you need to ensure the high level of confidentiality and discretion required to deal with sensitive HR issues. Robust role-based access control for users and groups, field-level encryption, and anonymous reports make the generalist's job easier and improve the stakeholder experience. Ultimately, structured incident management and clear audit trails provide the transparency needed to protect the company from legal and non-compliance risks.

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