Over the last year, Namely also launched a set of comprehensive COVID-19 resources, revamped its Help Community, and introduced updates across the platform. Through consistent contact, the Service Pod learns the individual client's needs, able to tailor support resources, and offer a more proactive service experience. As a result of the change, customers engage primarily with Namely employees who are fully certified on its products. The POD model blends the best of both worlds – client success management and service delivery – providing what customers need most. Namely also built out a new implementation approach that couples best practices for mid-sized businesses with data migration services to make it easy to transition. The foundation of Namely's new service model relied on the introduction of a dedicated "Service Pod," comprised of payroll, benefits, and technology subject matter experts, ready to help clients achieve their strategic goals. That might seem backward to some, but the results indicate that our approach is working, and customers agree." Part of this meant reimagining our approach to product strategy and service delivery. Namely CEO Larry Dunivan commented, "Namely fundamentally refocused our business strategy to focus exclusively on the customer experience.
Recently, Namely opted to rethink the traditional mentality, seeking to emphasize personalized support, improved efficiencies, and timely enhancements instead. While other organizations have moved to outsource critical functions, Namely started in that direction before deciding it wasn't suitable for the company's clients.
24, 2021 /PRNewswire/ - Namely, the leading HR platform for mid-sized companies, today shared details of its new approach to customer service and reported a significant increase in satisfaction from its renewed focus on the client experience and commitment to understanding customer needs.
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