Free Tool · HRSD

Case deflection readiness

Five numbers and a realistic ceiling. Vendor material quotes 40 to 60 percent deflection; that figure assumes conditions most organisations do not have.

HR service delivery is sold on deflection, and the quoted numbers assume a knowledge base that is complete, current and reachable. Most are none of the three, which is why the deflection achieved after go-live so rarely resembles the business case.

This estimates your ceiling from what you actually have, and names the specific thing capping it. Deflection is bounded first by how much of your volume is genuinely repetitive — you cannot deflect a case that needs judgement, and no amount of virtual agent changes that.

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All channels — portal, email, walk-up, phone.
Payroll dates, policy lookups, letter requests, leave balances.
Published and permissioned to employees, not drafts.
Reviewed by a human, not merely re-published.
As opposed to email, phone or someone walking over.

0 of 5 entered

If the answer was uncomfortable

We will tell you which of these is worth money.

Send us the output. We will say what we would fix first, what we would leave alone, and whether you need outside help at all — including when you do not.

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