The Dublin-based organisation, which has 2,700 employees and over 1.4 million customers, recognised the opportunity to gain significant efficiency issues by changing from its previous system. Edenhouse guided the company through its implementation of SAP Employee Central Service Centre (ECSC) which combines SAP’s SuccessFactors with a Cloud for Customer system through Cloud Platform Integration (CPI). This project began before the outbreak of coronavirus but, even with large-scale disruption to standardised User Acceptance Testing (UAT) that occurred as a result, the solution went live just one week later than the original ‘go-live’ date.
One of the key benefits of the new system is the ability to have a centralised audit tracker for email. However, with ECSC successfully implemented, Irish Life employees can now use the ‘Ask HR’ application to raise questions or concerns otherwise known as ‘tickets’. These ‘tickets’ are created, responded to, and managed through to completion in SAP’s Cloud for Customer solution.
Additionally, to avoid mishaps where a query is received by the wrong individual for its subject matter, this end-to-end HR solution provides a categorising process that routes tickets to the correct HR adviser or team in the correct order thus improving efficiency and ensuring faster turn-around times on queries.
As an award-winning implementer of SAP solutions, Edenhouse has managed the technical aspects of all implementation activities as well as working alongside SAP SuccessFactors experts, Rizing, in the process.
With an ethos of putting the customer at the centre of the journey from day one, Edenhouse has also provided continuous support through a number of online training sessions and workshops with Irish Life’s HR team.
Claire Kelly, Head of HR Service Centre at Irish Life, comments: “We couldn’t have asked for any more from an SAP partner. Not only were the support team professional and detail-orientated throughout the process, but their enthusiasm and dedication never wavered – even when a global crisis struck. With the majority of our employees now working from home, and the number of queries only increasing, we know this next-generation SAP solution will really help us – both now and in the years to come.”
Commenting on the project, Ruby Gill, SAP CRM Team Lead at Edenhouse, said: “We are delighted to have supported Irish Life through the digital transformation of its HR system to ECSC, and are thrilled that we were able to do so despite the disruption that corona-virus presented”.
“Being able to do away with the previous complexity and centralising that into a simple ‘Ask HR’ function not only increases efficiency, but will also enhance employee satisfaction across the board. We look forward to working with Irish Life as they utilise the system to its full potential and take advantage of the add-on benefits now at their fingertips.”