Turbo-Charging Support With an HR Help Desk

In 2021, Getsafe introduced the HR Help Desk from Back, an integration partner of Personio (which is now part of the company): “The pandemic forced us to take action. Before, we had a strong office-first culture, and suddenly then we couldn’t live that anymore.”

For ‘Getsafees’, this also meant that the personal connection to HR disappeared: “We then received many written inquiries, which we had to check, forward to the appropriate person, prioritise and process.”These inquiries could be anything from questions about tax returns to forms for childcare subsidies."This really ate up our time. In addition, we had no overview on the status of the requests that reached our team because they were posted in the personal Slack chats.”

The solution was Back. By quickly integrating it with Slack, employees could post their requests from a channel they already knew well. These requests posted in Slack were automatically transferred to Back, where the HR managers could distribute, assign and process them quickly and smoothly. It also became possible to track the response rate, allowing Getsafe’s people team to check their own service levels: “We gained a detailed overview and could finally make sure that no request was missed.”

The most important impact? Every request arrived in the form of an HR ticket and was assigned to the appropriate employee in HR – thus saving resources and time. It brought the whole organisation a new level of clarity: “Thanks to Conversations, we were able to take our employee experience to a new level. Everyone knew the current status of their HR ticket – it makes for simple, effective, and transparent communication.”

Getsafe can look forward to a new feature that integrates the strengths of Back into Personio: Personio Conversations. It’s an HR help desk solution that seamlessly integrates with the existing system.

Anna-Lena sees some major opportunities: “Having Personio Conversations means we no longer have to work on two dashboards in parallel, but can see all the info at a glance. I’m also looking forward to the fact that we’ll be able to see employees’ profile information within the HR ticket.”

Connecting two tools is the magic formula of Personio Conversations. According to Anna-Lena, the most important thing is constant data synchronisation. This way, she can ensure that all communication happens from one place, where HR can keep track of all processes without having to change tools.

Personio Conversations acts as a concierge for all employees and a central point of contact for all inquiries to the HR team. This means that the delivery of HR services to the HR team becomes scalable, while employees receive quick and consistent responses at all times.

Unlike most other ticketing systems, Personio Conversations is designed specifically for HR tickets and the requirements of a modern HR team. It also allows companies to minimise the number of tools that employees need to use.

According to a Personio study in 2021, almost 50% of employees say they have to use too many digital tools. This is something that has only increased with the rise of remote and hybrid work.

The new solution will of course be GDPR-approved, which is crucial for HR inquiries because communication from HR to employees is strictly private. This is the case no matter which channel an employee uses to create a ticket in Personio Conversations, whether it’s Slack, Teams, or email.