Your HR and L&D software plays a big role in your organizational operations. That’s why it’s essential to partner with an experienced vendor capable of managing your implementation and onboarding processes with ease. PeopleFluent has more than 25 years of experience supporting organizations in high-consequence industries around the world with their talent management and learning development needs. This blog post details five ways PeopleFluent provides the best customer support for its clients’ software needs.

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1) Expert Implementation and Onboarding

Your organization deserves a vendor with experienced project managers who provide extensive attention to detail through every stage of the planning process. PeopleFluent’s teams act as your trusted advisors who champion your business needs. They leverage industry best practices and intuitive solutions to ensure your organization’s requirements are met while maximizing resources so you get the most out of your software. PeopleFluent employs industry-standard implementation methods, such as OWASP, ITIL, and ISO 27001, that keep your project running smoothly, on time, and (most importantly) on budget.

PeopleFluent’s phased implementation approach ensures that everyone involved in the process clearly understands their roles and responsibilities. Account managers collaborate closely with your organization’s teams every step of the way and provide expert consultancy on PeopleFluent’s suite of products.

User acceptance testing (UAT) helps prepare your organization to take your new software live, and PeopleFluent provides support to address any unforeseen challenges. It guides your project team through the implementation and onboarding process, starting with a pre-kickoff and discovery call. PeopleFluent leads configuration, integration, data import, and validation. As part of your software delivery and deployment, PeopleFluent provides effective training to your end-users to ensure your workforce is ready to leverage your new HR or L&D tools. Cycle support, managed services, and other forms of consulting are also available to help you maximize the ROI of your software solution.

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2) Consultative Approach to Customer Support

Nobody understands your organizational needs better than your own team. That’s why PeopleFluent takes a consultative approach to providing its software solutions. Account managers and software experts work with your teams to better understand where you’re starting from and what you want to achieve. All consulting happens in-house to give you a personalized experience, and PeopleFluent doesn’t require its customers to do things “the PeopleFluent way.” While the vendor will recommend best practices, its solutions offer the flexibility and configurability to allow clients to create and use their own processes and rules within the system.

3) Dedicated Account Management and Customer Support

Software support shouldn’t end after you go live. PeopleFluent stays with you and ensures your new solutions continue to work as expected. More importantly, PeopleFluent’s dedicated account managers meet with your teams regularly to offer assistance and make sure you’re getting the results you need. It has representatives on three continents, as well as an extensive network of partners. As a PeopleFluent client, you have access to an account management team and global on-call technical support to help you maximize the benefits of your software solution.

PeopleFluent prides itself on providing exceptional customer experiences across every touchpoint, and client satisfaction is a critical metric that helps ensure that it’s delivering top-tier service. Its customer satisfaction (CSAT) scores for support exceed 93%, meaning you’re in excellent hands should an unforeseen problem or concern arise.

4) Effective Training

Your software is only as impactful as your end-users’ ability to leverage it. As part of its customer agreements, PeopleFluent provides a variety of training options to support your unique needs, both during implementation and after go-live. It offers effective training for your organization’s software administrators and end-users, ensuring your teams can fully leverage your new HR or L&D solution.

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5) Customer Community

PeopleFluent clients also have access to additional training resources and product release information through its Customer Community. As the software is updated, clients can read new release notes, attend informational webinars, and access additional training on new product features. The Customer Community also allows you to submit requests for technical support at any time without restrictions. PeopleFluent’s global team of specialists monitors the community to ensure that support requests are answered swiftly and concerns are resolved promptly.

Within the Customer Community, clients are kept informed on future product updates by leveraging Productboard. This roadmap planning tool gives each product a portal that contains information on planned features and enhancements under active development, as well as items that the PeopleFluent team is considering for future implementation. PeopleFluent customers have the opportunity to provide feedback on these proposed updates and enhancements. They can also request new features and enhancements that aren’t already part of the product roadmap.

The PeopleFluent team uses client feedback and requests during its quarterly planning process, helping it make final decisions about which features to develop for future software updates. Your account manager can provide details related to your suggestions and requests, ensuring your organization continues to be actively engaged with PeopleFluent’s product and service updates.