Member Article

How to go the extra mile for clients: a tech solution

Across most industries, clients are the backbone of successful business, so it’s important that in order to retain and go the extra mile, the services we offer are aligned with changes in the workplace such as changing technology, compliance and complex processes.

At BrightHR we wanted to explore if businesses were offering extra services to their clients beyond their usual remits, if they felt pressure to do so, and what they were offering. We spoke to 900 people in businesses spanning sectors including accountancy, financial services and consultancy, to ascertain why it is so important to be one step ahead of the game.

53 per cent of those surveyed told us that they feel under pressure to increase the type of services offered to clients, with the pressure coming from clients needing different things, or a demand for getting more for their money. The most popular things that businesses were looking to offer were recruitment services, followed by management consultancy services and HR software and technology solutions, all of which would help effectively manage their businesses better.

Nearly 60 per cent of respondents told us the relationship they have with their clients does impact on their business, which supports the mantra that good client relationships equal good business sense.

It was exciting to see that businesses were looking to add additional services, and that they also reported being open to this change, as 90 per cent agreed that time saving HR technology, for example, could improve profits for clients, and not just improve relationships.

Absenteeism, employment law and HR issues are something businesses shouldn’t overlook as they can have a direct impact on engagement, productivity and ultimately, the bottom line.

From what we see in our independent research, there is clearly a demand for services that simplify, explain and apply day to day business tasks that will benefit businesses and clients alike.

From this we know that technology could be the answer in terms of offering services that clients may not think they need to free up their time, and ultimately providing you both with more time to develop your working relationship.

Previously, our ‘A Future that Works’ report discussed how of the ‘100 jobs of the future’, sectors such as accountancy were most likely to become automated and robotised. This suggests that close client relationships will become even more essential - nearly 40 per cent of respondents still believe being a ‘trusted advisor’ is essential when it comes to retaining clients.

The reality of an automated future is that businesses will need to offer more than just a personal touch; they will need a wealth of ‘trusted’ knowledge across a variety of business subjects. The future workplace is one where all businesses are listening to what their clients need, nurturing those professional relationships whilst building on their own professional service offering.

By Paul Tooth, co-founder and CEO, BrightHR.

This was posted in Bdaily's Members' News section by Paul Tooth .