Shared Services Centre Module

Better-directed requests. More consistent HR service.

Sigmia’s Shared Services Centre centralizes, qualifies and tracks HR requests. It gives employees a common point of entry and provides teams with a clear view of priorities, responsibilities and timelines.

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The Challenges

When requests are scattered, follow-up becomes inconsistent

Questions about payroll, benefits, documents and policies arrive through several channels. Employees repeat their situation, while teams lose sight of priorities and cases that need to be escalated.

Without the module

  • Requests arrive through several channels

  • Context must be repeated to each person involved

  • Responsibilities are difficult to determine

  • Escalations are tracked manually

  • Sensitive exchanges remain in email

With the module

  • Requests are consolidated in one space

  • Authorized context remains with the case

  • Each request is directed to the right team

  • Timelines and escalations are visible

  • Access is governed according to permissions
Key Features

Six capabilities to structure your HR services

The module organizes the journey from searching for an answer through to case resolution. Organizations use it to manage several thousand requests each year.

See the module in action
  • 01

    Multichannel point of entry

    Bring together requests submitted through the portal, email or conversational agent within a shared environment.

  • 02

    HR knowledge base

    Make validated procedures, policies and answers available to authorized employees and managers.

  • 03

    Qualification and context

    Collect the required information and supporting documents, then use authorized HR Database information to contextualize the case.

  • 04

    Assignment and escalation

    Direct requests based on subject and priority. Define responsibilities, escalation levels and processing steps.

  • 05

    Timelines and confidentiality

    Track response and resolution commitments. Restrict access to sensitive cases based on roles and permissions.

  • 06

    Operational dashboards

    Analyze volumes, reasons, timelines, escalations, workloads and pending requests to improve service oversight.

From question to resolution, without losing context

See how a question can receive an answer from the knowledge base, then become a qualified, assigned and escalated case when human intervention is required.
Integrated AI

Assistance that guides each request toward the right answer

Sigmia’s private, contextualized AI can suggest authorized content, help qualify a request and support its assignment. Sensitive responses remain under the responsibility of authorized teams.

  • Suggest an answer based on validated content
  • Prepopulate and qualify a request
  • Support prioritization, assignment and escalation
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Administrative Management Suite

Connect every request to the right data and processes

The Shared Services Centre draws on the HR Database and directs users to the processes required to address their situation.

View the complete suite

  • 01

    HR Database

    Use authorized employee information to contextualize and direct the request.

  • 02

    Electronic Signature

    Initiate a signature when a case requires an authorization, declaration or commitment.

  • 03

    Expense Management

    Direct expense-related questions to the relevant information and responsible teams.

  • 04

    Payroll Processing

    Centralize payroll questions and maintain a clear record of answers and follow-ups.

Frequently Asked Questions

Everything you need to know about the Shared Services Centre

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An HR Shared Services Centre provides a common point of entry for employee and manager questions and requests.
It combines a knowledge base, case management, assignment, tracking and service indicators.

A portal provides access to information and services.
The Shared Services Centre adds the management of requests that require intervention, including a status, priority, owner and timelines.

Rules can define when and to whom a case must be escalated based on its subject, priority, age or service level.
The case history remains attached during the transfer.

Sigmia clients use the module to process several thousand cases each year.
Categories, teams, responsibilities and indicators can be adapted to the selected service model and volume.

Access can be defined according to the request category, roles and permissions.
Attachments, notes and exchanges remain available only to authorized individuals.

Yes. Teams can track response and resolution timelines, pending cases, escalations and compliance with defined commitments.

Give every request a clear, trackable path

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