HR Cases

A standardized service for HR engagement

DT Group is owned by Wolseley plc – the world’s number one distributor of heating and plumbing products to the professional market, and is a leading supplier of building materials and services across Europe and North America.

Challenge

The client needed standardized service for HR engagement to allow communication with candidates and employees across various channels with a emphasis on emailing. The Lawyer Cases feature was of primary interest and while Salesforce offers this functionality as a part of the advanced case management in Service Cloud Enterprise edition, the client didn’t need the complete set of offerings that the Enterprise edition provides.

Solution

CodeSWAT suggested buying a standard Salesforce user license and developing custom HR Cases on the top of it. In addition, the team implemented the Email-to-Case functionality that automatically converts incoming email messages into cases.

Results

The Customer was provided with out-of-the-box Salesforce functionality that was extended with customized HR cases. Moreover, their operations were enriched with:

  • Email-to-Case
  • Advanced HR experiences
  • Reports creation based on aggregated data
  • Enhanced communication process and timely feedback