Contact EIC

An employee contacts the EIC via email regarding a change in family status (new marriage).

Request information

The employee requests information from the EIC Agent via email. In this scenario, the employee was recently married and needs to update his family status in the HR system (change status from single to married). The Agent sees the request in the email message displayed.

Receive information request

The employee receives the reply from the EIC Agent requesting additional information (e.g. fax copy of marriage license).

Send information

The employee provides the requested information and faxes a copy of his marriage license for the HR files.

Identify employee

The EIC Agent "accepts" the incoming email message and the system automatically identifies the employee by the corresponding email address. The email message is displayed on the right side of the Identify Employee screen for easy viewing access.

Confirm employee

When the EIC Agent accepts the incoming email, the system automatically displays basic employee data to verify the identity of the employee (e.g. address, location, employee number, etc.). The Agent ensures an appropriate match.

Connect to HR system

The EIC Agent connects to the HR System by accessing HR Master data from the left navigation bar in the EIC. The Agent now sees PA30 as the default screen in SAP HR and selects Personal Data to view the employee's current family status.

Update employee data

The EIC Agent updates the employee's family status from single to married in SAP HR Personal Data. She then enters the employee's new spouse's name and other relevant information. She saves the changes in HR Master Data. The Agent then exits the HR system and returns to the main EIC screen. The integration between the EIC WebClient and new WebGui HCM solution is seamless to the end-user and automatic data exchange occurs.

Communicate data change/request information

The EIC Agent sends an email reply to the employee confirming that his family status information has been updated in the system and provides a fax number for the employee to fax a copy of his new marriage license for his personnel file.

Log interaction notes

The EIC Agent records notes in the Interaction log to document details of the interaction and assign the appropriate status (e.g. pending, complete, in process). In this case, the interaction was noted as "pending" status until a copy of the marriage license arrived via fax. The Agent now updates the interaction record and changes the status to "complete." No additional follow-up required.

Receive documentation

The EIC Agent receives the incoming fax from the employee (copy of marriage license).

Employee Interaction Center (EIC): HR Integration

The Employee Interaction Center (EIC) brings customer relationship management to Human Resources and streamlines service delivery through a centralized, single-point of contact. Employees can contact the EIC through multiple communication channels (e.g. phone, email, fax, chat) for answers to all of their HR questions and service needs. This scenario demonstrates the seamless, tight integration and automatic data exchange between the Interaction Center (leveraging CRM technology) and the HCM solution (HR Master Data). The EIC Agent can access HR Master Data to view or change employee data, review employee history or confirm status information. In this business scenario an EIC Agent responds to an incoming email request from an employee who needs to update his family status, due to a recent marriage. The employee uses two different communication channels in this scenario (email and fax) to contact the EIC for added convenience.

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Value Potentials	Business Benefits
	Seamless integration
	Increase service offerings
	Improve communication

Employee

EIC Agent (Tier 1)