To improve the delivery of services – while reducing the cost – Enwisen helps customers implement the multitier model for HR service delivery.

• Tier 0: Employees access the AnswerSource™ Portal / Knowledgebase to find their own answers to HR questions. (As a software-as-a-service (SaaS) vendor, we’ll integrate our portal and knowledgebase with your self-service solutions so employees can complete transactions at the same time).
  Key Performance Indicators (KPIs) suggest that 66% of HR inquiries should be resolvable at Tier 0.  Enwisen customers have achieved 90+%.

• Issues not resolved at Tier 0 are escalated to Tier 1 – the HR shared service center, helpdesk or call center. Because they share the same Knowledgebase, KPIs show that CSRs at Tier 1 should be able to resolve 28% of calls at this level – most on the first call.

• Only when an issue cannot be resolved at Tier 0 or Tier 1 is it escalated to HR subject matter experts at Tier 2. Best practices indicate that no more than 6% of issues need to be escalated to Tier 2.