Mercury Systems is a leading commercial provider of secure sensor and safety-critical processing subsystems that power a wide variety of critical defense and intelligence programs. Supporting employees is a hallmark of the company as evidenced by the appointment of its CEO, Mark Aslett, to the Glassdoor 25 Highest Rated CEOs During the COVID-19 Crisis in the US. Yet, with 2,000 employees and growing quickly, their HR department was overloaded with a wide variety of support questions, especially during open enrollment. The team was stymied from struggling to answer these questions — preventing the team from focusing on larger initiatives in the company.
“We were in the process of rethinking what a business partner could do for us to help free up our team’s capacity to allow us to take on more complex tasks related to our rapid business growth and recent acquisitions,” said Tim Aleck, Vice President, Head of Talent at Mercury Systems. “Our company had grown to a size where we could justify the investment in a technology platform that could grow with us. We have a population that is fairly sophisticated in using technology so we knew there would be an inherent comfort level in using it.”
Following research on other competitors and speaking with other HR professionals for advice, Mercury Systems selected the Genesys DX Helpdesk solution.
To improve the employee experience, Mercury Systems implemented the Genesys DX Helpdesk solution to add an AI-based virtual assistant to the HR team. With intelligent self-service capabilities, Genesys DX Helpdesk gives employees immediate answers to their questions, thereby reducing the number of routine inquiries that are diverted to HR.
“We didn’t have a chatbot feature prior. When there was an HR question, employees could email us through an Outlook address, walk over to our department or call us. The issue was this left us with no way to properly track or manage cases. We had a lot of random one-off queries that answered the same question over and over,” said Aleck.
With the Genesys DX Helpdesk solution, Mercury Systems built a knowledge base that consolidated all of the HR data from an outdated site and other documents into one, allowing the HR team to easily keep it current and relevant. The team built out its HR model around centers of excellence (COE) for talent, recruitment, benefits, and learning and development; and pointed employees to its bot, MAE (Mercury Assistant for Everyone). Basic information resides in these areas where employees can get the answers they need, and if the bot cannot answer a question, it is elevated to the HR operations team or up to the COE lead.