HR Tech: The Critical Role of Customer Service

Consulting in the field of school HR is all about problem-solving and relationship-building. Service and client relationships go hand in hand, so I’m always thinking about what more I can do to make life easier for the people we serve.

During the pandemic, our consulting firm developed a new suite of technology for our clients to continue HR operations remotely. This quick shift in approach to processing new hires and issuing contracts had its challenges! I began noting frequently asked questions and areas of struggle during implementations and training and used those to create “cheat sheets” and guides for common tasks. All end users, new or old, needed resources to make them more comfortable with day-to-day work in the digital world. I included written steps and screenshots to appeal to different types of learners. Before long, this became a full catalog of SOPs, FAQs, and decision trees, sorted by module. Now, this library is a well-used tool, accessible to all clients, and reduces the amount of phone and email support needed to complete unfamiliar tasks.

Creating this resource tool for our clients was about one thing: customer service! When a school district becomes a client, I make a commitment to be instrumental in their success. We always advise clients to be crystal clear on the level and quality of service they will receive whenever they sign on with a new technology. Being left to figure things out on your own is an all-too-common-tale when it comes to technology, and so is extra cost every time you need help. Screening for this before signing on the dotted line means you’ll know whether or not you’ve got a true technology partner...or just another vendor.

Now that we’re upgrading our technology suite, I’m focused on new and exciting ways to support clients – like short video tutorials. At Clear Concepts, we’re ready to start 2025 off with a bang – and best-in-class customer support for ALL school district HR Tech clients.