HR Case Management & SLA Tracking – Growing Technology Firm
The Challenge:
An IT services firm with 450 employees tracked HR cases (employee relations, accommodations, leave administration, policy exceptions) in email folders and spreadsheets with no standardized processes or SLA tracking. Case resolution times varied from 2 days to 60+ days with no visibility, employee complaints about inconsistent treatment created legal risks, and audit trails were incomplete for compliance documentation.
The Solution:
Implemented HR case management with Power Apps portal for case submission and status tracking. Power Automate routed cases by type with SLA monitoring and escalation workflows. Case templates standardized investigation and documentation processes. Azure AI flagged cases requiring legal review based on content analysis. Fabric maintained complete case history with privacy controls. Power BI tracked case volumes, resolution times, SLA compliance, and trending analysis by case type and location.
Result:
Case resolution time reduced from 24-day average to 9 days through process standardization and accountability, SLA compliance improved from unmeasured to 91% improving employee experience, and documentation quality eliminated compliance findings in audits. Trend analysis identified 2 organizational hotspots requiring proactive management intervention, and consistent case handling reduced legal risk exposure.