LBI Software Engineering Announces General Dynamics Selects CaseManager for Help Desk Management

CaseManager, an LBi Software Engineering application, allows customer service representatives (CSRs), human capital management (HCM) specialists, managers and system administrative staff to easily enter information about employee calls, find answers and efficiently track cases to completion.

WOODBURY, N.Y., June 29 /PRNewswire/ -- LBi Software Engineering announced today that General Dynamics is implementing CaseManager for Human Resources Help Desk to log, track and resolve employee calls into its Service Center.

"General Dynamics' requirements for automatic assignment, automatic escalation and complete case tracking and history made for a perfect fit with LBi's CaseManager product," said Richard Teed, President of LBi. "We extended the CaseManager solution with the Employee Self-Service Portal for 24x7 access to research and review queries by the employee."

CaseManager, an LBi Software Engineering application, allows customer service representatives (CSRs), human capital management (HCM) specialists, managers and system administrative staff to easily enter information about employee calls, find answers and efficiently track cases to completion. CaseManager seamlessly integrates with leading HCM/HR enterprise software packages like Oracle, PeopleSoft, and JD Edwards to give CSRs a holistic view of employee information -- so they can provide the accurate, timely and consistent answers that employees need, with the fast response they expect.

About CaseManager

CaseManager from LBi is a browser-based application providing a comprehensive solution for call center efficiency and help desk management. CaseManager combines the latest web technologies with the basic functionality of DiscoverE, a successful LBi application for more than ten years, to offer customers an end-to-end solution for managing employee calls and tracking issues to resolution. Designed to integrate smoothly with existing human resource management systems, CaseManager greatly reduces start up and maintenance to ease IT workloads.

About LBi

LBi develops custom applications when off-the-shelf software and major enterprise (HCM/ERP/CRM) applications don't fit the need. Whether it is a full enterprise solution or a smaller "bolt-on," we work side-by-side with our clients to develop the best solution for you. LBi's products are custom bolt-on applications for Human Capital Management systems (e.g. Oracle, PeopleSoft, JD Edwards):

• Employee Self-Service Portal -- allows the employee to directly access HR, payroll and benefit data (e.g. employee contact info, recent paychecks, W-2's).
• Web-based Benefits enrollment -- allows employees to enroll in benefits on the web -- full e-mail integration provides a paperless open enrollment.
• At-Trac -- time and attendance tracking and workflow.
• CaseManager -- a help desk tracking and workflow tool that includes the ability to create a knowledgebase on the fly.

Source: news,prnewswire.com