Leveraging Salesforce for a Secure Human Resources Portal

About Biogen

One of the pioneers in biotechnology, Biogen has the leading portfolio of medicines to treat multiple sclerosis (MS) and is at the forefront of research into new medicines for neurological and neurodegenerative conditions. Led by world-class research and development, Biogen uses novel science and leading-edge technologies to create, commercialize, and manufacture transformative therapies for patients with few or no treatment options.

Business Challenge

The Biogen HR team regularly receives requests from current and former employees for forms, training, and other sensitive issues. Because they lacked a cohesive internal automation solution, there was not a centralized location to submit, monitor, and route requests to the HR team. As a medically-regulated company, the Biogen HR team lacked a Part 11 compliant process to handle the approval of requests requiring an electronic signature.

Solution

Biogen and Brillio stepped outside the box and leveraged Salesforce Service Cloud for HR help desk, even though it is not traditionally an HR tool. It provided a secure, internal HR portal for employees and former employees to submit and access HR requests. Integrating Smartforms with the Salesforce Service Cloud helped to automatically route cases to the appropriate gatekeepers for approval or rejection, and the HR team monitors the queue.

Integrating FormAssembly, Salesforce, Workday, and DocuSign created a unified cloud-based system for Biogen that complied with 21 CFR Part 11 requirements for all HR requests. With the self-service HR Connect portal, current and former employees can submit and track their HR requests. HR is empowered to manage case routing, approver assignments, and performance reports.

Benefits and Business Impact

• Achieved the first call resolution rate of 92%
• Attained Employee NPS of 70% against the goal of 65%