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Air France reduced employee inquiries by 30% by implementing Neocase HR
15 July 2009:
Air France reduced employee inquiries by 30% by implementing Neocase HR
The Challenge: Manage increases in employee request volume and type
Air France is a renowned international passenger airline with over 102,000 employees worldwide. In 2004, Air France agreed to merge with KLM, the Dutch airline. This merger added a workforce of over 30,000 people to Air France’s already well-established employee base, resulting in an increased volume of inquiries from employees.
Additionally, Air France was interested in creating a global SSC to manage its domestic employee requests, particularly from Roissy and Orly airports in France. Air France required a scalable solution that could handle a request load of more than 34,000 employees at these two Parisian sites.
In addition to the large volume of inquiries, the solution would also have to accommodate a wide variety of requests as well as help to standardize resolution processes across the board.
The Solution Requirements: Scalability, handling of complex cases, and rapid deployment
Air France needed a solution that would address the following critical requirements for this project:
- Absorb the increased volume and complexity of cases resulting from the Air France-KLM merger
- Establish standard processes for case resolution, including team management and workflows to improve quality of service
- Deliver high quality service to employees; special focus on fulfillment of time-to-respond limits
- Rapid deployment and ease of use for 130 HR Shared Services Center agents
Download: 
Source: Neocase Software
