LBi Software Engineering has announced that General Dynamics (News - Alert) 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 around-the-clock access to research and review queries by the employee.”

An LBi Software Engineering application, CaseManager is designed to allow customer service representatives, human capital management specialists, managers and system administrative staff to easily enter information about employee calls, find answers and track cases to completion through efficient processes.

The solution also allows for the seamless integration with leading HCM/HR enterprise software packages such as Oracle (News - Alert), PeopleSoft and JD Edwards to provide customer service representatives with a holistic view of employee information. This way, CRSs can provide accurate, timely and consistent answer that employees need.

CaseManager is designed as a browser-based application that provides a comprehensive solution for call center efficiency and help desk management. This application combines the latest Web technologies with the basic functionality of DiscoverE to offer customers an end-to-end solution to manage employee calls and track all issues to successful and satisfying completion.

General Dynamics is not the only customer win celebrated recently by LBi. The company has also announced that it has formed a partnership with Invores Systems to jointly market telephony solutions. In this strategic alliance, the two companies will provide automated customer self-service solutions. 

LBi focuses on the development of custom applications to fill the gap left by off-the-shelf software and major enterprise applications. The company works side by side with its clients to provide full enterprise solutions or small “bolt-on” applications to fit the unique needs of each client.