HR Case Management Implementation at Burton's Biscuits

This case study details the implementation of a centralized HR case management system at Burton's Biscuits, a company in the FMCG manufacturing industry located in the United Kingdom. The previous manual HR case handling process was deemed inadequate due to fast growth and a significant merger, leading to visibility issues regarding employee concerns. The transition to Workpro as the cornerstone IT solution aimed to enhance efficiency and service quality while reducing business risk. The HR team established a centralized HR Support email system to streamline inquiries and improve tracking. Challenges included an aging workforce's reluctance to adapt to the new system. The HR team addressed these concerns through campaigns and support for adopting email usage. The implementation resulted in improved service delivery and the ability to monitor case data effectively, facilitating continuous improvement through trend analysis and performance tracking against service level agreements. The case study highlights the benefits of structured HR processes and the role of technology in modern HR management.