PeopleSoft unites HR and CRM

PeopleSoft Inc. rolled out its new HelpDesk for Human Resources solution Thursday, which is designed to marry CRM with human resources applications to allow companies to quickly resolve HR issues to boost employee satisfaction.

The new HelpDesk Internet HR service integrates PeopleSoft's CRM and Human Capital Management solutions to give HR workers a 360-degree view of every employee's case history and HR data to allow them to resolve HR issues in real time.

"You call one central number and let processes and technology route you to the right individual that has the competency to answer that question," said Hanif Ismail, Pleasanton, Calif.-based PeopleSoft's director of global human capital management business strategy. "We are taking customer-facing practices and applying it internally to the workforce. This further underscores the convergence of the front-office and back-office applications."

In addition, HR personnel will be able to access and update a knowledge base of HR solutions to find answers and automatically pass along knowledge to other specialists. The new offering also includes a self-service component that will allow employees to solve their own problems and enable HR to focus on more strategic initiatives to drive up workforce satisfaction and productivity.

As organizations look to provide their HR services more effectively and increase workforce satisfaction, they will need to leverage solutions that combine CRM, help desk, and human resources technology seamlessly with self-service to deliver the optimal worker experience, said Jim Holincheck, research director at Gartner Group, based in Stamford, Conn.

PeopleSoft HelpDesk for HR is expected to be available early next year.

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