HCC Delivering Proactive Client Service with PrismHR Pulse

Like many HR service providers in growth mode, Indianapolis-based Human Capital Concepts (HCC) found itself looking for the right technology to help the business scale and service its clients more efficiently.

“We were having some growing pains and began a search for software that would help us manage cases and tickets, as well as CRM capabilities,” said Jessica Minner, Systems Manager at HCC.

The organization was still heavily reliant on email and paper communications to service clients, which led to breakdowns in communication as their client base and internal team expanded. Customer inquiries weren’t centrally managed and the HCC team had limited visibility into the status of issues. Also, when client employees made direct deposit or address changes there was no mechanism in place to notify the appropriate team.

“In some cases, we’ve missed something in a payroll process because an employee made a change and we had no way of knowing about it. There was no method of notification unless we continually ran reports on certain types of changes,” says Minner.

Jessica and her colleagues reviewed several software solutions to see what might meet their needs. After seeing what Pulse could do, the search was over.

“Not only was Pulse everything we were looking for wrapped into one application, but it was specifically tailored to PEOs and integrated into the PrismHR platform. We couldn’t believe the perfect timing and it was exactly what we were looking for.”

Alerts and notifications a “breakthrough” for payroll team

Minner highlights Pulse’s notifications and alert functionality as a breakthrough for HCC’s payroll team and a critical enhancement for customers, many of which were reluctant to adopt technology updates—such as the enhanced PrismHR Employee Portal—because they worried about the lack of visibility into employee data changes.

“Now that we have Pulse, we receive notifications about address and direct deposit changes and can proactively follow up with employees and our clients,” says Minner.

“Pulse helps us be much more process-oriented and implement systems throughout our company with ease. It helps us deliver even better customer service and peace of mind which strengthens our value to our clients.”

With the aid of Pulse, Minner looks forward to increasing productivity and peace of mind for HCC customers.