What is HR Service Management?

HR Service Management (HRSM) encompasses how HR teams provide support, information, and services to employees across the organization. It includes Tier 0 Self-service (portals, knowledge bases, FAQs), Tier 1 First-line support (answering questions, processing requests), Tier 2 Specialist support (complex cases, escalations), and Tier 3 Expert resolution (legal, compliance, executive matters).

What are the challenges with traditional HRSM?

Traditional HRSM falls short for employees with self-service portals with outdated content, ticket queues with long response times, inconsistent answers across channels, and no guidance on complex processes. For HR teams, 70-80% of inquiries are routine questions, ticket volumes outpace team capacity, there's no time for strategic work, and limited visibility into service quality. For the business, this results in poor employee experience, HR costs that scale linearly with headcount, compliance risks, and inability to measure HR service.

How does Harper improve HR service delivery?

Harper transforms HRSM through omnichannel delivery meeting employees everywhere they ask for help, policy-aware intelligence purpose-built for HR, intelligent triage that hands off cases with full plans and context, and workflow automation for end-to-end process automation. Harper resolves 80% of employee requests autonomously, reduces first-response time from 2-3 days to seconds, maintains 99%+ policy accuracy, and frees up 35+ hours per month for HR teams.

Agentic HR Service Management

HR service management, redesigned for the agentic era

Q: What systems does Harper integrate with?

Harper connects to existing systems including HCM Platforms (Workday, UKG, SAP SuccessFactors, ADP, Dayforce), Service Management (ServiceNow, Jira, Workday Help, Zendesk), Communication (Slack, Microsoft Teams, Email, Shared Inboxes), Identity & Security (Okta, Azure AD/Entra ID, SSO & SCIM), and Knowledge Sources (SharePoint, Confluence, Google Drive).

Transform how HR serves your organization. Harper resolves 80% of employee requests autonomously while giving your team the visibility.

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The HRSM challenge

Where traditional HRSM falls short. Most organizations rely on legacy ITSM platforms adapted for HR or siloed tools that create fragmented employee experiences and overwhelming HR workloads.