CRM & Shared Service Centres

[Former Member]

Shared Service Centres have typically been delivered using SAP FI, HR and MM modules. SAP have an EIC (Employee Interaction Centre) which was initially intended for use in HR Service Centres. Are business finding it relevant for other disciplines such as Finance and Procurement?

In simple terms it operates as a case management or ticketing system, which allows requests to be logged, tracked and closed when delivered.

[Former Member]

Hi clive,

Employee Interaction Center (EIC)

Purpose

An Employee Interaction Center (EIC) is an important part of a shared-service concept. It is an organization model in which particular services are provided for the whole company by an organizational unit created for this purpose. The individual business areas or departments of a company can take advantage of these internal services.

Employees at a company contact the EIC whenever they require help or support regarding HR-related issues. For instance, when employees want to request that their HR-specific data be changed or updated.

You can set up an EIC in the following cases, for example:

● Your company is located at several locations and you want HR services to be concentrated in one location.

● You have set up virtual teams.

● Your employees have limited access to systems and therefore also to Employee Self-Service applications.

In these cases, EIC offers you an effective way in which to support your employees.

Implementation Considerations

For information about Customizing for the Employee Interaction Center, see the Implementation Guide (IMG) for Personnel Management under Employee Interaction Center (EIC).

Features

Employees can take advantage of EIC services in the following cases:

● Employees cannot use self-service applications to change their data. In this case, EIC agents execute the relevant ESS applications or make the requested changes to HR data on employees' behalf.

● Employees require support or additional information to change their data and they contact EIC agents for this.

To start the EIC, go to the HREIC transaction in your SAP system.

The Employee Interaction Center is based on the Interaction Center WebClient. For more information, see Interaction Center WebClient and User Interface of the Interaction Center WebClient.

Example

Employees might contact the EIC in the following situations:

● They want to change their address data.

● They are looking for the current company car regulations.

● They have questions concerning their last salary statement.

Thanks

karthik