LBi Software Engineering Introduces CaseManager Call Tracking and Help Desk Software

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CaseManager vastly improves human resource management and benefits administration.

With health insurance and benefits getting more complicated, employees are demanding more from HR to address their concerns

LBi Software Engineering, a systems integration services provider, today announced LBi CaseManager, a call tracking and help desk management solution for employee call centers.

CaseManager is based on proven LBi technology already in use today by high-volume call centers across the U.S. It improves service levels and decreases costs associated with human resource (HR) management and benefits administration.

By reducing overall problem resolution times and increasing the number of successful calls, CaseManager improves the performance of Customer Service Representatives (CSRs), while increasing employee satisfaction and retention.

"With health insurance and benefits getting more complicated, employees are demanding more from HR to address their concerns," said Richard Teed, COO, LBi. "By seamlessly integrating with the leading HR packages, CaseManager delivers a holistic view of employee information, so CSRs can provide accurate, timely and consistent answers to employee questions. It's just what companies need today to increase service levels without increasing staff."

Track Issues to Completion

CaseManager empowers CSRs to easily enter information about employee calls and efficiently track issues to completion. A growing knowledge database of common problems and resolutions transforms CSRs into "experts," regardless of their experience levels.

CaseManager's "Case Distribution Algorithm" also ensures that tough problems are forwarded to the most qualified specialists available within the company. LBi's "Clipboard" technology, employing powerful search capabilities, allows CSRs to manage caseloads and quickly access the important information they need, when they need it.

Reveal Trends

CaseManager also provides call center management with critical trend analysis to produce valuable metrics such as the reasons for calls, resolution time, CSR effectiveness, training issues and more.

By integrating these metrics with a series of reporting tools, companies can reduce calls over time by identifying policies, procedures and guidelines that need to be presented more clearly. As a result, managers and decision makers can take proactive measures to address potential issues with employee documentation or CSR training. By reducing the volume of calls over time, CaseManager will provide a rapid return on investment.

As a fully web-enabled, secure application, CaseManager also includes Employee Self Service features that make it especially useful in environments where representatives are located in multiple sites around the world.

About CaseManager

CaseManager from LBi Software Engineering is a browser-based application providing a comprehensive solution for call center efficiency and help desk management. CaseManager combines the latest web technologies with LBi's 10 years of experience in developing HR call center solutions to offer an end-to-end solution for managing call centers and tracking issues to resolution. Designed to integrate smoothly with existing human resource management systems, CaseManager greatly reduces customer service costs and improves employee satisfaction.

About LBi Software Engineering

Headquartered in Woodbury, New York, LBi is a systems integration service provider that delivers and supports custom systems to enhance business operational proficiency. Working with IT organizations across the U.S. for over 25 years, LBi offers a comprehensive range of services from front-end needs analysis and program design to production support, along with expertise across Employee Benefits and Payroll, Human Resource Management, Insurance, Brokerage and Banking.

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Additional information about LBi Software Engineering:

Media Contact:

Ann-Marie Inkpen


Product Contact Information

Lew Zucker



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