MultiCare Health System Delivers Better HR Service With Infor

NEW YORK, NY--(Marketwired - August 18, 2014) - Infor, a leading provider of business application software serving more than 70,000 customers, today announced that MultiCare Health System, a not-for-profit healthcare organization with a comprehensive network of services throughout Pierce, King, Thurston and Kitsap counties in Washington, has selected key Infor HCM applications to provide HR service delivery to its more than 10,000 employees. Part of the Infor HR Service Delivery suite of solutions, Infor Knowledgebase and Infor Case Management will provide an advanced HR service delivery platform that will help MultiCare Health System fully engage employees, while lowering costs.

MultiCare Health System needed a tool that that was powerful and flexible enough to serve its entire staff equally while presenting a single, usable interface. MultiCare found that solution with the Infor HR Service Delivery Case Management and Knowledgebase modules that offered the best cloud based solutions across the organization. Before Infor, teams had to guess on volume and manually track open items. Now, there is one central location, so questions are being answered at the right level and employees are getting more consistent responses. Since go-live, 82 percent of calls coming into HR are resolved upon the first call, which was much higher than the team anticipated this soon after implementing Infor's HR Service Delivery modules. Also, Infor Case Management will help MultiCare Health System manage inquiries when employees cannot find the answers to questions on their own, and employee inquiries that require HR assistance can be tracked and resolved more quickly, with fewer matters requiring escalation to subject matter experts.

"We were looking for a comprehensive solution that would help us improve HR service delivery to our employees, and Infor was the company who could provide us with the technology we needed," said Darci Gibson, human potential project director, MultiCare Health System. "Since the launch of Infor Knowledgebase and Infor Case Management, we've been receiving positive feedback from the employees on the new site, and we're excited to continue to enhance and simplify HR services at our organization."

In addition, Infor Knowledgebase supports a best-practice, multi-tier HR service delivery, helping MultiCare Health System to deliver better self-service capabilities with fewer resources and lower costs. Specifically, teams have found it very helpful to have all the information in one location and organized in a fashion that information can be easily located.