Case Study: Case Management Framework

Overview

eBay/PayPal uses the SaaSafras Case Management framework to help their Human Resource organization receive and manage employee inquiries about benefits, company policies, and legal consultations. Employees can initiate inquiries through Portal, Mobile, email, phone, or fax.

The Case Management Framework manages the entire inquiry life-cycle. This includes routing of cases to HR representatives or legal counsel for review and further handling, and integration of case updates/amendments. The Case Management framework also notifies employees of inquiry updates/status via different communication channels, such as email, phone or SMS, and archives case documents into a central document management system.

Situation

Founded in 1995, eBay has grown rapidly to become the one of the largest online auction and shopping websites in the world. With over 16,000 permanent employees worldwide, and over 10,000 temporary and contract workers, eBay's Human Resources and Finance departments have struggled to provide support for such a rapidly growing and diverse work force. In particular, managing and responding in a timely fashion to employee inquiries ranging from benefit questions to complex legal issues had become a significant issue.

Solution

The SaaSafras Case Management framework provides an ideal solution that enables eBay employees to send inquiries via email, phone call or fax. Our backend BPM engine along with Rules engine consolidates and manages these inquiries, automatically retrieving employee information before creating an inquiry instance and routing it to the proper agent for review. Any amendment or follow-up of an inquiry are associated automatically to the original inquiry. Rules engine also enforces different type of inquiries to go through the proper review and resolution path, and triggers escalations if inquiries are not handled in within specified time windows.

Properly authorized agents can search inquiries using different search options. For protection, the case management rules framework intelligently identifies person-organization relationships to prevent access and routing of inquiries to people actually named in the inquiry. The centralized document management system also securely archives all inquiry data in encrypted form - data is decrypted and displayed on portal only to authorized agents with the proper security permission.

Benefits

With SaaSafras's solution, eBay is able to improve employee satisfaction while maintaining privacy and security:

• Improved Access: Employees have easy-to-access channels to send in inquiries.
• Better Follow-Up: Follow-up and amendments are associated to an original inquiry automatically.
• Better Tracking: Inquiries are categorized and quickly routed to proper agents for action, and powerful search tools make tracking down an inquiry simple and fast.
• Privacy is Ensured: Data security measures protect access to information, and all inquiries are routed through proper review paths that protect employee privacy.