|
|
 |
 |
Lifetime customer care
Our Customer Promise
In providing a quality, professional and knowledgeable service to our customers, MidlandHR through dedicated and personable experts will aim to exceed customers' expectations.
MidlandHR, prides itself in not just understanding our customers, but caring for their HR service requirements and personal needs.
Our portfolio of services enables your business to share the risk of implementation thus mitigating significant issues. This portfolio includes:
Service Delivery
Customer Care Account Team
Customer Support Desk
Product Development
Managed Services
Other Services
Service Delivery
Our team of HR, Payroll and Technical professionals use proven implementation strategies that have evolved during our many years of successful projects. These meet the highest quality standards to enable your organisation to reap the maximum business benefits from our systems.
During your implementation you will require support from many professionally qualified MidlandHR members of staff. Within the Service Delivery department we provide a range of support services to help you through this process, including:
- Project Management and Co-ordination
- Application Consultancy & Training Services
- Technical Consultancy
- Transformation Services
Project Management and Co-ordination
Our professionally qualified Project Managers will add value to your project throughout the implementation lifecycle. They will provide budget control, resource management, quality assurance and risk / issue mitigation alongside all other key areas of project management methodology.
We pride ourselves in being proactive in analysis and identification of inflection points within a project and our ability to highlight these to our client to mitigate cost differentials to enable the project to meet the clients' business plan targets.
Application Consultancy & Training Services
Our team of Application consultants all have a proven background in Payroll, HR or Management Information to enable us to not only ensure the 'best practice' use of our system but to realise your business' potential whilst remaining within legislative requirements.
Our qualified trainers provide both generic and tailored courses to fit your business needs and ensure your staff are able to maintain and use our systems fully.
Technical Consultancy
Technology within business enables free flow of data between systems to ensure efficiency and therefore cost saving. At MidlandHR we provide innovative technology solutions that guarantee important data is sent and received in a safe and convenient manner.
Through business requirement scoping, technical specification production and an iterative development programme we work with your business to ensure you get what you need.
Transformation Services
Is your business changing?
Is your management information providing you with the data to support this change?
Are your internal processes efficient?
If your answers are Yes, No and No to the above questions then MidlandHR can help.
A team of qualified Business Process professionals are available to:
- Provide analysis of your business processes
- Facilitate workshops to include key members of your business
- Suggest change
- Document the change using a recognisable format
- Provide support to your business as you manage the change.
We can tailor the outcome for your business needs and enable you to get the most from your workforce.
Customer Care Account Team
At MidlandHR we recognise that as a valued customer you should have an ongoing 'familiar' single point of contact with our business. As part of our commitment to you we will assign a named individual to help with all your needs. Our Customer Care Executives will be on hand to
- Manage your day to day enquiries through regular contact and effective communication
- Maximise your solution to its full potential
- Escalate any technical or service issues
Customer Support Desk
Our dedicated team of support analysts, based at our UK offices, provide second and third line support throughout your implementation and subsequent live operation. Incidents that cannot be dealt with directly by the Support Team are routed to the appropriate business area for resolution.
The MidlandHR Customer Extranet provides our powerful first line support function. This allows access to the extensive “Solution Finder” – a library of possible resolutions to questions and incidents. It also provides you with “self service” access to log, view, update and close your incidents on line. Incident updates automatically generate email notifications, ensuring that you are always proactively kept up to date with progress.
|
"A good rapport and working relationship had been built up with MidlandHR's consultants and Shelter trusted them to roll the system out quickly and with minimum disruption."
"MidlandHR was not only supportive throughout the implementation but has continued to provide us with valuable support."
"Not only did we pick the right product, we picked the right provider."
"The people are always positive and turn things around extremely quickly. We are developing a real partnership."
"Please pass on our thanks for the excellent service we received."
“I’m writing to you to let you know how appreciative I am for the help and support that I have received from one of your Service Desk Team Leaders."
“I just wanted to drop you a line to sing the praises of a couple of members of your staff."
"Our cost savings since using iTrent have been fantastic, and MidlandHR has shown their capability to be flexible and meet our needs, however they change along the way." |
Product Development
Our Product Planning Department are responsible for making sure that all MidlandHR solutions stay at the forefront of the market. Our specialist team constantly monitor legislation and meet with key people from the world of HR and Payroll feeding relevant information back through MidlandHR staff and yours. The team will drive and manage change within the products ensuring that while you are a customer of MidlandHR we will be able to make sure that you are getting the most from your system and complying with all legislative requirements.
(All payroll legislation changes can be downloaded from the MidlandHR customer extranet and are included in the annual software charges)
Managed Services
Our Managed Services facility incorporates a state-of-the-art data centre located at Britannia House with effective business continuity procedures in place. We provide a number of ‘flavours’ of service that can be tailored to the needs of your business. These include:
Fully Managed Services
Bureau Services
Hosting Services
BACS Transmission
Payslip Printing
Other Services:
hrlook.com
As well as our regular company newsletter, MidlandHR also offers free access to the resource hrlook.com. Providing subscribers with daily and weekly news directly to your staff, this useful web site will keep you abreast of the latest happenings from around the world of HR and Payroll.
Our Extranet available to our customers offers constant access to MidlandHR. Constantly developing to meet your requirements the extranet opens up a world of resource from updates, legislation changes and information on our customer event Delta Phi, run twice a year.
Delta Phi Association provides a high level forum for customers to meet and exchange information on a voluntary basis.
To the people working in Personnel or Payroll vocations or anyone with a vested interest in HR Management and administration, membership offers an essential platform for mutual discussion. |
|
|
