Customer Service – Ultimate Software's Blog http://blog.ultimatesoftware.com Thoughts on Putting People First in the Workplace Wed, 26 Jul 2017 14:00:25 +0000 en-US hourly 1 https://wordpress.org/?v=4.8 Service: It’s More Important Than You Think http://blog.ultimatesoftware.com/service-importance/ http://blog.ultimatesoftware.com/service-importance/#comments Thu, 26 Jan 2017 09:28:21 +0000 http://blog.ultimatesoftware.com/?p=855 As Ultimate Software’s Chief Services Officer, my views on the importance of service might seem slightly biased. In an industry as innovative and fast-paced as HCM technology, there’s a tendency to focus on the newest pioneering solutions—and these powerful advances are certainly game-changing. But Ultimate has always been committed to providing world-class service to our […]

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As Ultimate Software’s Chief Services Officer, my views on the importance of service might seem slightly biased. In an industry as innovative and fast-paced as HCM technology, there’s a tendency to focus on the newest pioneering solutions—and these powerful advances are certainly game-changing. But Ultimate has always been committed to providing world-class service to our customers, and more than 80 percent of our employees are staffed in customer service and product development roles. We always knew this dedication to service was an incredible differentiator in the HCM sphere.

And many others agree.

A November 2016 survey by Kelton Global revealed that a staggering 7 out of 10 HR decision makers regretted their HCM provider choice. The #1 reason they cited? Poor customer service. Moreover, 3 out of 4 buyers reported having issues with their current providers’ service, and 71 percent said they wished they had spent more time researching their HCM providers’ service (compared with just 43 percent who wished they’d further researched solution functionality). In the end, 62 percent of HR solution buyers concluded that customer service is as important as or more important than product functionality.

That is a substantial amount of regret. It seems far too many HR leaders have underestimated the importance of service.

At Ultimate, we’ve never wavered on our commitment to customers. Our 95 percent customer satisfaction rate is a striking difference from the statistics above—and it all comes down to Ultimate’s focus on the second “s” in SaaS.

service dartWe offer 24-7 phone support and an innovative collaborative support service model that’s been proven to decrease customer resolution time by 60 percent. We also assign every customer a dedicated account manager, who walks them through every step. Self-service help is also available online for those who prefer to find answers on their own. Perhaps most notably, we provide each and every customer with free training—for life.

Not only do we provide personalized service and support, but we also listen closely to our customers and address their unique business needs. We implemented more than 30 new features in UltiPro this year, and that included more than 80 customer ideas.

I certainly don’t want to discount the importance of technology here, as unbelievable advances in the field (prescriptive analytics, for example) continue to assist HR professionals in ways previously unimaginable. But, as too many decision makers have unfortunately learned the hard way, it’s crucial to prioritize both service and technology when evaluating HCM providers.

In fact, it’s probably more important than you think.

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12 Days of HCM – #7 Customer Service http://blog.ultimatesoftware.com/12-days-of-hcm-customer-service/ http://blog.ultimatesoftware.com/12-days-of-hcm-customer-service/#respond Sun, 13 Dec 2015 12:20:30 +0000 http://blog.ultimatesoftware.com/?p=413 The Importance of Partnerships With so much emphasis placed on the quality of HCM providers’ products—and for good reason—it’s easy to overlook the importance of quality service. But service remains a critical component of long-term success with HCM technology. Ultimate Software takes great pride in providing industry-leading technology and service. To us, service goes beyond […]

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The Importance of Partnerships
With so much emphasis placed on the quality of HCM providers’ products—and for good reason—it’s easy to overlook the importance of quality service. But service remains a critical component of long-term success with HCM technology.

Ultimate Software takes great pride in providing industry-leading technology and service. To us, service goes beyond being available 24-7 to answer a question or resolve an issue.

It’s about being a trusted resource, providing guidance and proactive support.

It’s about collaboration: talking to each other, learning from each other, and helping each other grow.

It’s about building lifelong partnerships, and working together every step of the way.

For Ultimate and our partners, it’s been that way for 25 years—and it’ll remain that way forever.

 Ultimate Software’s commitment to providing the HCM industry’s best technology and service resonates with our customers, who we view as Partners for Life.


Ultimate Software’s commitment to providing the HCM industry’s best technology and service resonates with our customers, who we view as Partners for Life.

 

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