Question 1

What's the difference between HR service delivery and an HRIS?

Accepted Answer

Your HRIS, such as Workday, SAP SuccessFactors or Oracle, is the system of record for employee data, pay and positions. HR service delivery is the front door around it: where employees ask questions, raise requests and get documents, and where HR manages cases, SLAs and journeys like onboarding. The two are connected, so data is never keyed twice.

Question 2

Do we need to have chosen a platform already?

Accepted Answer

No. Many clients arrive with a platform chosen, often the one their IT team already runs. If you haven't chosen, we compare the platforms that fit your size, countries, integrations and hosting rules, and recommend one before any implementation work starts.

Question 3

Can HR share the platform our IT team already uses?

Accepted Answer

Usually, yes. ServiceNow, Freshservice, HaloITSM, SysAid and Serviceware can all run HR services alongside IT, with HR cases kept separate and confidential. McDonald's Saudi Arabia added HR to the ServiceNow platform it already used for IT.

Question 4

How does AI handle HR requests safely?

Accepted Answer

We start with high-volume, low-risk requests: policy questions, leave balances, letters and certificates. The AI answers from approved policies and HR data, shows its source, and hands anything sensitive or unclear to an HR advisor with the conversation attached. Access rules apply to the AI exactly as they do to people.

Question 5

Can employees without a company email use it?

Accepted Answer

Yes. Frontline staff can reach HR through WhatsApp, a mobile app or the portal on their own phone, depending on your platform and policies. Identity is verified before anything personal is shared.

Question 6

How do you keep sensitive cases confidential?

Accepted Answer

Case types are restricted by role, country and entity. Employee relations, medical and payroll cases can be limited to named specialists, sensitive fields hidden from other HR teams, and every view and change logged for audit.

Question 7

Can you automate letters and certificates?

Accepted Answer

Yes. Templates per country, entity and language pull data live from your HR system, apply approval rules only where your policy needs them, and deliver a signed PDF. Requests with missing data go to an HR advisor with the gap highlighted.

Question 8

Which HR systems can you integrate with?

Accepted Answer

The HCM suite you run, including Workday, SAP SuccessFactors, Oracle, UKG, Dayforce and BambooHR, plus payroll, identity and collaboration tools. We use native connectors where they exist and APIs where they don't.

Question 9

What does an HRSD implementation cost?

Accepted Answer

It depends on the HR services you launch with, the countries and entities in scope, the integrations, the AI and channels, and the data to migrate. We scope these in discovery and give you a clear proposal with scope, milestones and cost before any work starts.

Question 10

Which regions do you serve, and where is data hosted?

Accepted Answer

We work with clients across the GCC, Europe, the UK, Australia and the USA, on site or remotely, with build and support from our delivery centre in India. Hosting depends on the platform: Freshservice hosts in the US, the EEA, the UAE, India and Australia; HaloITSM on AWS in the UK, the US, Germany, Canada, South Africa and Australia, or on-premise; SysAid in the US, the EU and Australia; Serviceware in the EU or on-premise; and ServiceNow offers regional and sovereign options. We match the hosting to your country's data rules.

Letters and repeat questions, off HR's desk.

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