Have Servicing Team for HR
Servicing Team for HR
Employees can select service from service catalog
service from service catalog
Supports creation of any HR Request with e - forms - without any programming
Supports creation of any HR Request

SMART HR Case Management Solution

SMART HR Case Management is a web based Service Automation Application Software, which streamlines HR service delivery by using business process automation, which enables you to increase productivity, accelerate business performance, and lower your cost of ownership. With an easy to build, HR service catalog, organizations can present to employees pre-defined services / queries related to employee benefits or relations. With integrated workflow, once requests are submitted either via Self-Service / HR Service Desk / Mobile Apps / Email, cases are automatically assigned to a designated human resources specialist or team for approvals or fulfillment.

With SMART knowledge management, you can create powerful knowledge base on the fly, which will result in having more efficient HR Management and empowered employees. HR Associates have complete history of all communications and interaction’s with your employees, which reduces legal risk of your organization. With advanced Dashboards and reporting features your organization will increase efficiencies and reduce costs of HR service delivery.


  • Feature rich HR Case solution that is designed for scalability, rapid deployment and affordable cost of ownership.
  • Can easily be integrated with existing Human Resource Management System or ERP Systems.
  • Comprehensive HR Service Catalog to support business Models
  • Easy to customize and administer.
  • Workflow Automation for Ticket Dispatch / Approvals
  • Easy to customize HR and Administrative Request Forms
  • Configurable Employee Feedback Surveys
  • Automatically creates a knowledge base of common HR requests and tracks use of the knowledge articles.
  • Powerful Search options.
  • Employee self-service portal / store front, for entering cases, check case progress, view knowledge articles and respond to feedback surveys either via Web or mobile apps.
  • Includes email integration – notifications and escalation reminders
  • Role based application security, to control permissions which users can view and edit data dependent on their role.
  • Management Dashboards and Reports
  • Set up a shared services model, which allows for employee information to be routed to the appropriate business units or departments such as Finance, HR, Facilities and Administrative Services.
  • Easily handle simple HR Requests / Complaints such as vacation / leave related queries and complex HR/Administrative processes such as employee on-boarding and off-boarding with high degree of automation.
  • Streamline handling of issues or suggestions regarding benefits packages, training and development opportunities, and organizational services.
  • Allows HR team to focus on strategic business activities instead of administrative tasks.
  • Improve HR Staff, Employee Productivity and satisfaction.
  • Develop a library of FAQ cases that are based upon your unique business requirements to facilitate the consistency in HR agents’ response to employees, for all HR issues / queries.
  • Reduce number of phone calls to HR Associates / Service Desk
  • Enhance HR responsiveness by automating workflow, to route employee requests / complaints / suggestions to the right HR associates.
  • Ensure service level agreements are met and monitored for Response and resolution times.
  • Manager Dashboards and Reports to better understand the volume and types of requests handled by HR staff and HR resource utilization.

About Us

SMART Service Desk is an Enterprise level ITSM Solution developed using industry leading best practices and standards such as ITIL Framework, ISO 20000, ISO 27001, ISO 9001, AS 9001 and NIST. SMART Service Desk has marquee customers in number of sectors such as, Government, Banking, Insurance, Oil and Gas, Electronic Retailers, Manufacturing and Educational Institutions And is currently being used by more than Half a Million Users worldwide and was primarily offered in UK, Middle East, South Africa and Australian markets with global development and support center in India.

SMART Service Desk is bringing the product line to Americas market and is now headquartered with new Development and Operations Center in Dallas, Texas along with offices in Canada, Brazil, United Kingdom, South Africa, India and Partner Offices in Philippines, Indonesia, Saudi Arabia, Bahrain, Oman, Qatar and UAE.

We offer SaaS and On-Premise solutions that let you seamlessly Manage Services, Customers and Quality Improvement Programs. Available through any web browser or native mobile apps, our solutions are designed to help you shorten deployment time, reduce risks and lower costs, including support and maintenance expenses.