Client: Globe Telecom
Industry: Telecommunications
Overview: Publicly listed telecommunications provider.
Second largest in the Philippines with largest mobile subscriber base of over 25 million.
Locations: Offices in Luzon, Visayas, Mindanao plus remote field service technicians & Business
Centers
Client Since: June 2006.
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Previous State
Approximately 80% of HR time spent on transactional and administrative activities
ERP class HR system and other systems did not meet the needs of the business
without significant customization
Desire to undertake significant HR Transformation to free up HR to focus on
business partnership and value-adding areasSeeking to improve services to
employees and the business, but without incremental cost; improve operational
efficiency through automation, elimination and outsourcing
Seeking to improve services to employees and the business, but without incremental
cost; improve operational efficiency through automation, elimination and outsourcing
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Solution
Transactional HR activities transferred to HRMall including payroll, benefits,
time & attendance, loans, etc.
Process reengineering to meet global best practice
Implementation of PeopleSoft HCM 8.9
Self Service rolled out to majority of employees
Employee Contact Center with phone and email support provided by HRMall to
handle all employee queries including tracking of incidents and trend analysis
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Results
Users transacting up to 80% faster than with previous solution
Faster resolution of employee queries with 100% of calls
resolved within defined service levels (SLA)
Significant increase in employee satisfaction of HR services
Decreased HR headcount costs with some employees transitioned
to line positions and some to HRMall
HR has increased time spent on ‘strategic and consultative HR
activities to over 50% with continuing improvement
Partnership with HRMall expanding to include other services
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