When HR Meets CRM

Updated: April 30, 2009

Who says a CRM system has to focus on customers? Not the growing number of HR managers who are using CRM technology to manage their organizations' human capital, an approach often described as ERM (Employee Resources Management).

Several vendors now offer ERM enhancements or add-ons to their standard CRM software. These offerings provide many of the same benefits as CRM tools, including enhanced staff productivity, end-user self-service and improved reporting capabilities. Like CRM tools, ERM solutions come in a variety of different styles and forms. Here's a quick look at CRM-based ERM technologies from four different vendors.

NetSuite Inc .: NetSuite's CRM-based ERM is designed to automate and centralize employee management and self-service. NetSuite provides an HR document- management feature that electronically organizes and stores content by employee, client, project or on an aggregate basis. The software stores all employee information in a comprehensive, secure employee record. Each record includes employee contact information, hire date, subsequent review date, department and supervisor names, salary, withholdings, deductions, and sick- and vacation-day accruals.

Through the NetSuite Employee Center, NetSuite integrates employee management with accounting/ERP (Enterprise Resource Planning) systems while supporting group collaboration, enhanced employee productivity and reduced administrative overhead. The Employee Center lets employees track and enter time sheets, enter expense reports, and file purchase orders online. The documents are then automatically routed by workflow to the appropriate manager for approval. Once approved, the transactions are automatically sent to the financial department for processing.

The system also lets managers create scheduled meetings through NetSuite's calendaring feature, track employee review schedules, and record performance reviews and other sensitive data. HR professionals can also use NetSuite to set up a corporate intranet to publish content such as business-policy handbooks , benefits information and corporate holiday lists, as well as to maintain and publish employee directories.

Salesboom.com Inc .: An SaaS (software as a service) CRM vendor, Salesboom.com provides a variety of ERM functions within its Salesboom 8 software, including HR policy tracking, paid-time-off vacation requests, employee expense tracking and commissions, and compensation tracking. The provider also supplies a recruiting-management solution that's fully integrated within its Salesboom 8 CRM software. The various Salesboom.com ERM enhancements are available free of charge to existing CRM customers.

Oracle Corp .: ERP/CRM giant Oracle offers the PeopleSoft Enterprise HelpDesk for Human Resources. The solution aims to give businesses direct view-and-edit accessibility to HR data and applications in real time, making the help desk a one-stop shop for all HR support activities.

Oracle says that its help-desk technology gives companies the ability to operate a comprehensive internal support organization that maximizes productivity, increases worker satisfaction and enables a lower total cost of ownership by leveraging existing investments. The product's specific features include employee case management, call tracking and problem resolution, all of which enable HR staff to redirect their focus from administrative tasks to strategic business activities, improving staff efficiencies and job satisfaction. Behind-the-scenes analytics work to guide agent actions, enhance the value of employee interactions and help enforce the adoption of best practices.

Salesforce.com Inc .: As an SaaS CRM pioneer, Salesforce.com offers a variety of HR-related add-ons through its AppExchange on-demand marketplace service. Offerings developed by Salesforce.com include recruiting management, expense tracking, vacation-request organization, policy tracking, employee polling and training-management tools. A variety of other add-in HR-related tools are also available via AppExchange from several different third-party developers.

Featured Research
  • 2017 CRM Buyer's Guide

    Customer Relationship (CRM) software has become one of the most important business tools in today’s world. By allowing you to better connect with new and existing customers, CRM is an indispensable tool for sales teams and customer service teams alike. But with so many choices available, it can be difficult to decide on a solution. more

  • The New 2016 CRM Comparison Guide

    Our new 2016 Q4 CRM Comparison Guide includes all the information you need to make the best purchase for your business. With relevant information on over 40 CRM vendors, you can learn what solution offers the features and pricing you need. more

  • CRM Software Cost Guide

    Did you know that you don’t have to spend a fortune to implement a CRM solution? In today’s marketplace, there are a variety of CRM options to choose from. And whether you’re a small business or a large enterprise, there are always ways to save. more

  • CRM Basics for e-Commerce Start-ups

    Customer Relationship Management (CRM) software is an invaluable tool for any e-commerce start-up. Your existing customers are the most valuable asset you have. With a CRM, you can better engage with them so that one-time customers become repeat customers and even evangelists for your brand. more

  • The Customer Connection

    To stay competitive, your small business needs to take advantage of CRM and social media. CRM software is a useful tool that can help you develop a social media presence and connect better with the customers you already have. more