2. Agenda
1. Team Introduction
1. Standard Operating Procedures (SOP) and Turn Around Time (TAT)
1. Training Program
1. The Growth Mavens (New Release, Webinar and New Feature request process)
1. Communication Strategy
1. Escalation matrix
1. Feedback process
3. A Hi From Your
Customer Success Mavens
Naveen Kumar
Team Lead- Customer Success
Anil Singh
Project Lead-Customer
Success
Rishi Srivastava
Customer Success
Specialist
4. +916387284762
Rishi.srivastava@hrone.cloud
+916387284762
Meet Rishi!
Work and knowledge:
I am an BCA and having 3.5+years of total
experience and have good knowledge of HR
function and customer service I also hold compliance
knowledge and recommend solutions and advice on
HR policies.
Achievements:
More than 5+ star performer in my service period
User training, Problem Solving, Documentation
skills, Presentation Skills, payroll compliance training.
What I love to do in me time:
Listening to music, Watching movie and web series,
Traveling, Cycling, Football.
Rishi.srivastava@hrone.cloud
+916387284762
5. Meet Naveen Yadav!
Work and knowledge:
I am an MCA postgraduate and hold expertise in
payroll and other HRMS functions. At HROne Ihave
been a part of biometric integration, Payroll and TDS
consulting the most.
Achievements:
More than 20+ clients have shared great thank you
notes for my service.
What I love to do in me time:
I like to test my problem-solving capabilities with
Chess and love travelling and watching movies
for fun.
+919811888990
naveen.kumar@hrone.cloud
+918168466380
6. Anil.singh@hrone.cloud
+917982676824
Meet Anil!
Work and knowledge:
Seasoned Customer Relationship Manager with 13+years of extensive
Project and Service delivery experience. Efficient and industrious
individual dedicated to driving optimal customer satisfaction. Focused
Project Manager adept at planning, directing, and maintaining
continuous operations in various departments. Mentoring, training,
and empowering the team to excel in its performance.
Achievements:
Projects Implementation and completion on time. I consider building
a Team environment for better growth of every individual.
What I love to do in me time:
Ilove spending time with my kids and traveling to new places. Ilike
reading Financial columns and news on Latest Technology.
8. The QnA Team
The QnA Team is responsible for the SLAs and ensure that all SLAs are resolved within the minimum TAT.
We prioritize all Support queries into 3 main categories and follow a standardized protocol for each category:
QUERY TYPE DESCRIPTION RESPONSE TIME RESOLUTION TIME
High
The concerns which may impact business operations adversely if not
addressed immediately are categorized as High Priority 4 Hours 24 Hours
Medium
These are medium priority concerns which do not have an immediate
effect on business operations and can be resolved within 2-3days
window span if the users impacted are low in number.
4 Hours 72 Hours
Low
The individual user queries are categorized as low priority, considering
their impact on business operations is minimal. 4 Hours 120 Hours
9. The Training Team
The Training team provides extensive product and
modules walkthrough to help you upskill and learn in
depth the working of each functionality, module wise in
HROne.
How do we enable it?
In or before the beginning of a new month, you will
receive an email with a Monthly training calendar, with
specific days designated to a particular module training.
You can opt in for as many module trainings as your
schedule allows. These are free of cost and an exclusive
initiative of HROne.
For VIP training requests or more information on monthly
training calendars, you can reach out to your designated
Support Consultant.
10. The Growth Mavens
We grow, you grow! Our Growth Mavens help you with implementation of new HROne
features & functionalities that we roll out every month and aid in better HR tech adoption.
How do we enable it?
As and when we roll out new features in HROne, you will be invited to attend the New-Release
webinars via emails. You can participate in these webinars, learn more about new additions to
HROne and request for new feature in 2 ways:
1. If the new feature is associated with an already implemented module, you can reach out
to the the Growth Mavens via your designated Account Consultant.
1.If the new feature request is associated with a new module, or if the feature requested is of
voluminous nature, it would be undertaken by Onboarding team and the POC would be
your designated Support Consultant.
You would be intimated if the requested feature is in your scope of work or if there would be
any additional cost or fee associated with it.
11. Don’t forget to share your feedback!
✔ After every ticket closure, we like to capture
user’s feedback on a rating scale of 1-7,
where ratings between 1-3 imply bad, 4-5
denote neutral and 6-7 signify good
satisfaction level. Your feedback will help us
analyze our Functional Consultants better.
✔ Every single feedback we record is
shared with our Director -Customer
Success Mr. Jitendra Verma
, and we
would truly appreciate your participation
to be able to serve you better!
So, keep rating!
12. HROne Resource Center
“Change is the end result of all true learning.”
— Leo Buscaglia
✔ Should you wish to learn more about HROne
Modules, you can always access the self paced
tutorials from
https://academy.hrone.cloud/knowledge, it
can be accessed free for lifetime by our HROne
customers.
13. Communication Strategy
You can address all your queries to: hr-one_support@hrone.cloud
Support Availability Hours: Standard Business Operations timing 9am to 6pm
Support Availability Days: Monday to Friday
14. Escalation Matrix
Mr. Naveen Yadav
naveen.kumar@hrone.cloud
91-8168466380
Level IEscalation contact
Mr. Anil Singh
Anil.singh@hrone.cloud
+91-7982676824
Level IIEscalation contact
Mr. Jitendra Verma
Steering Committee Meeting
Level IIIEscalation contact
