The human resource management business function, much like the finance and strategy functions, has its reach throughout the organization, and as such, the entire organization can be counted among its internal customers.
From hiring to training and development to performance management, the HR function serves the organization and its employees in a variety of ways. As one would expect with external customers, complete satisfaction must be assured for internal customers as well.
HR software helps HR professionals offer and drive this internal customer satisfaction. We’ll see how in this post.
Immediate requisitions and responses:
Gone are the days when an employee had to raise a request to the HR in pen and paper and wait for a while before getting a reply. Today, with HRM software, immediate requisitions and responses are the norm.
Employees can raise requests from their cubicles and receive quick, automated acknowledgements of the same. They can track the issues in real-time and gather the status of the request.
Even if the request takes the same time to process as in pre-software days, the response and tracking ability improve the nature of service the HR professional can offer.
There are a few tasks in HRM where the HR professional’s intervention is not required. Routine tasks like changing addresses, updating profile information, or applying for time off can be managed by the employees themselves without having to bother the HR professional.
That way, employees can get what they need without roping in an additional stakeholder and wasting that much more time.
HRM software facilitates this employee self-service, which also takes some workload off HR professionals.
Metrics & reports:
Excellence in customer service is something that is achieved over time. No process is completely effective or efficient from the go. Everything need to be assigned metrics and measured against them to understand where the process is today and where it needs to be in future.
In understanding this chasm and taking the required steps to bridge it, HR software again plays a big role. The software allows for the assignment of metrics and comes equipped with the ability to comprehensively measure the different aspects of HRM so as to enable HR professionals to glean actionable insights and implement them.
So, HR professionals, are you ready to drive internal customer satisfaction?