NEOGOV Improves Customer Service with Time-Tracking GUIDEcx Feature

WHO IS NEOGOV?

NEOGOV is a high-quality and easy-to-use talent and HR management system. They provide software to the public sector market to streamline hiring, onboarding, and performance evaluation processes. The cloud-based management system offers applicant tracking, onboarding, training, and more features. They continually strive to become the one-stop shop for public sector organizations looking to streamline their HR processes.

PROBLEM

Missing Client Onboarding, Lackluster First Impressions

Relying heavily on notes left from salespeople in Salesforce as their initial client onboarding system, NEOGOV knew there was a better way to make an excellent first impression with their customers. Without a clear onboarding organization or expectations, they realized they needed a reliable and repeatable onboarding process that would drive success and leave their team and clients more empowered than ever.

The organization knew they needed more-defined strategies and better-organized processes that reflected the power of their platform and set their clients up for success from the get-go. With no standardized expectations or deadlines and no project management systems in place, they couldn’t track a project’s progress, drive quicker implementations, and provide a seamless customer experience.

SOLUTION

Defining Consistent Processes with GUIDEcx

The team turned to GUIDEcx for help, creating a client onboarding process and instilling project management procedures to improve the entire customer journey. With NEOGOV’s strong HR management software providing such great service, they needed a partner that would help showcase it. That’s exactly what GUIDEcx has allowed them to do.

According to Jinny Kim, project manager at NEOGOV, GUIDEcx has helped them keep everything on track as they drive change and update processes. “One of the best things about GUIDEcx is their time-tracking capabilities,” she says. “We had no data before partnering with them, but now we have clear insight into our implementation time and process data.”

With a clear and efficient timeline, all team members—and clients—have gained access to the next steps, specific roles, and their tasks and deadlines. Best of all, the added transparency with clients came at no additional cost to NEOGOV. GUIDEcx only charges per project manager, meaning all external customers can access the tool for free.

“One of the best things about GUIDEcx is the time-tracking capabilities they offer. We had no data before partnering with them, but now we have clear insight into our implementation time and process data.”

— JINNY KIM —
Project Manager
NEOGOV

RESULTS

Attaining Continuous Wins and Improvements

Not only did NEOGOV see immediate improvements in their processes because of GUIDEcx, but they have also continued to reap the benefits of the partnership. According to Kim, after some quick training, the team has moved through important GUIDEcx features with agility, especially regarding automation and project management. “Our team members love GUIDEcx, and our customers are also satisfied with the system,” she says.

NEOGOV is excited to continue experimenting with GUIDEcx and expanding its services. “We’re most excited to start playing around with reporting,” says Kim. “It’ll be great to see our hard work with entering all this data pay off. We only enter everything to pull it out and analyze it.” So, while GUIDEcx has already empowered NEOGOV to improve its onboarding and project management processes, plenty remains. The onboarding tool provides the foundation for lasting success and continuous improvement.