Client Experience Journey for a HR Service Company

client experience

1. Client Experience Journey
1 2 3 4 5
SERVICE OWNERS
CATEGORIES
ImportantPoints to
consider
ACTIONS
How we address client
concerns
OUTCOMES
Opportunities to
improve the experience
AWARENESS PROPOSAL AGREEMENT SERVICEDELIVERY SUSTAINABILITY
Sales, HR Outsourcing
Sales, Finance and Accounting, HR
Outsourcing
HROutsourcing HROutsourcing
Understandingtype of client, their
prerequisites, and introduction to
services offered
Propose the methodologies for the
provision of HR services along with
professionalfees.
Contract sign off Account management. Mobilization
ofstrategiesandimplementation.
Maintaining continuous support and
consistent provision of outstanding
services over time.
•SMEs (not more than
400 employees)
•Startups
•MNCs(Multinational
CorporateCompanies)
•HR Management Support
•StrategicHR
•Payroll
•PRO Services
•HRTechnology (Nathan Digital)
•HRRoadmap
•HRAudit/ DocumentsChecklist
•HRFramework
•HRISConfigurationandData
Migration
•PeriodicSatisfactionSurvey
•RenewalofContracts
•HRWeeklyExecutionReport
•HR Monthly Report
•Agreement/Contract
•HRServicesSchedule
•Service Level Agreement
•CompanyDocuments
•Invoicing
•Survey Results and Client
Feedback
•Updated Client Contracts
•HR Monthly Reports
•Loyal clients and new referrals
•Conduct surveys
•Resolutionofclientissuesand
concerns(ifany)
•Preparationofrenewed
contracts
•Issuing monthly HR Reports
Client
completes
surveys
Client
expresses
interest to
renew
Sign off
renewal
contracts
Meeting with
the client
stakeholders
Discuss
company
history and
background
Needs
assessment
and service
presentation
Gather and
identify main
HR needs
•Minutes of the Meeting
•Knowledge ofthe client’s type
of business, stakeholders, main
requirements and existing
capacities
•ServiceAgreement / Contract•Signed service agreement /
contract
•Copiesofclient’scompany
documents
•Preparationof SLAs
•Suggested HR interventions
based on the diagnosed gaps
•HRProcessrevamping
•Propose HR Framework
•Schedule meeting with the
client.
•Know the key stakeholders
•Notetaking of important points
Client
signs the
contract
Submission
of Trade
License copy
Client
receives and
settles the
invoice
Issuance
of Agreement
/ Service
Contract
Preparation
of the
Service
Contract
Sales, Contracts & Compliance
Kick off
Meeting
Welcome
email
HR Process
Mapping
HR
Framework
Identification
of
methodologies
tobeused
Allocation
of HRBP
and
resources
to be
provided
Costing of
appropriate
professional
fees
•IdentifysuitableHRservices
•Coordinateresources to be
provided
•Formulatebefitting
professional fees with
consideration of client’s budget
•Send the service agreement to
theclient
•Address the clarifications of
the client
•Requestfortheclient’s
companydocumentscopy
•Issue the invoice
•Send an onboarding welcome
email and kick off meeting
•Request theclient’scurrent HR
documents for review
•Consolidateandverifyall
employeedata
•Align all HR processes to the
client’s business goals