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Has anyone experienced success in utilising ODA to reduce HRHD Service Requests?

edited Jul 16, 2025 8:04AM in Digital Customer Service 1 comment

I'm working on improving our ODA with a goal of reducing the volume of queries recieved by our HR Shared Services team that could have easily been handled by ODA.

Has anyone experienced success in delivering this? If so, could you tell me about how you did it?
What kinds of processes/query types did you target first?
How did you encourage users to prioritise using ODA rather than creating a Service Request?
What worked and what didn't work? / What would you do differently next time?

Thanks so much,
Cameron

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