Q&A: Setting the Standard for Post-Sales Support at BrioHR
Q&A: How BrioHR Redefines Pre-Sales Support
As we explored in our previous article on BrioHR's exceptional pre-sales support, selecting and implementing an HRMS is just the beginning of a long-term partnership. While pre-sales support is crucial in making the right choice, the real test of any HRMS provider comes after the sale is made. This is where BrioHR’s post-sales support truly sets itself apart—turning what could be a transactional relationship into a true partnership.
To gain deeper insights into how BrioHR ensures a seamless transition from pre-sales to post-sales, and how our approach to ongoing support helps businesses maximise the potential of their HRMS, we spoke with Leon Kong, the VP of Operations at BrioHR.
Q: Can you introduce yourself and explain your role at BrioHR?
Leon:
As the Vice President of Operations at BrioHR, I oversee all aspects of post-sales support, including implementation, training, and ongoing customer service. My role is to ensure that our clients not only get the most out of their HRMS but also experience a seamless journey from the moment they start using our platform. I lead a dedicated team that works closely with each client to tailor the system to their specific needs, provide in-depth training, and offer continuous support to ensure their long-term success with BrioHR.
Q: What makes BrioHR’s approach to post-sales support unique?
Leon:
At BrioHR, our approach to post-sales support is rooted in our commitment to building long-term partnerships with our clients. We don’t just hand over the system and walk away; we stay with our clients every step of the way to ensure they fully leverage the platform's capabilities.
From the very beginning, we’ve emphasised the importance of support—so much so that we hired a dedicated support team even before we had our first customer. These team members are still with BrioHR today, reflecting not only our focus on high-quality support but also the stability and continuity we provide to our clients.
What truly sets us apart is our culture of continuous improvement and collaboration. Our support team is composed of HR, payroll, and IT experts who genuinely understand our clients' needs and challenges. This expertise, combined with our robust support infrastructure, ensures that clients receive top-quality assistance from professionals who are committed to their success.
Q: Can you describe how the post-sales process is initiated at BrioHR?
Leon:
The transition from deciding to partner with us to fully integrating our system is designed to be seamless and client-focused. After a client agrees to partner with us, our sales team sends an introductory email to the client, formally introducing the respective Implementation Manager who will guide them through the upcoming steps. This helps establish a clear point of contact and ensures the client knows exactly who to reach out to for any needs.
What's unique about our process is that the Implementation Manager already has a comprehensive background on the client before the first meeting. Our pre-sales team ensures that all relevant information, such as the client's specific needs and challenges, is thoroughly communicated to the implementation team. This allows us to hit the ground running, with the Implementation Manager fully prepared to address the client’s concerns and tailor the process to their unique requirements.
The very first step led by the Implementation Manager is the kick-off meeting. This initial meeting is crucial because it sets the tone for the entire implementation and ongoing relationship. At BrioHR, we prioritise full visibility and clarity from the outset. During the kick-off, the Implementation Manager outlines the detailed process, shares the expected timeline, and addresses any initial questions the client may have.
This meeting is about more than just logistics; it's about laying the foundation for a real partnership based on trust. We believe in building strong, trust-based relationships with our clients, and it starts here—with transparent communication and a clear understanding of each step ahead. Our goal is to ensure that every client feels confident and informed, fully understanding what to expect and how we will support them throughout their journey with BrioHR.
Q: After the initial kick-off meeting, what are the next steps in the post-sales process at BrioHR?
Leon:
Following the kick-off meeting, our post-sales process is structured into several key stages to ensure a smooth and efficient implementation:
- Data Preparation: Our clients receive tailored templates to help gather and organise all necessary information, such as historical payroll data, employee details, and company policies. Our Implementation Managers work closely with clients during this stage to ensure that all data is accurate and complete.
- System Configuration and Data Migration: Once the data is prepared, we begin configuring the HRMS to suit the client's specific needs and migrating their data into the BrioHR system. This stage is critical, and we ensure that our clients are involved throughout to verify that everything is set up as per their requirements.
- Training and Education: After the system setup, we conduct comprehensive training sessions for all key users, including HR staff and other superusers. These sessions are designed to ensure that everyone is comfortable and proficient with the platform before going live. We also extend this training to end-users, making sure that even those less familiar with HR systems can navigate BrioHR with ease.
- Go-Live Preparation: As we approach the go-live date, we run several tests to ensure that the configuration is as per expectations. This phase also includes final adjustments and user acceptance testing to guarantee that the client is fully satisfied with the implementation.
- Post-Go-Live Support: Once the system is live, our support doesn’t stop. We continue to provide ongoing assistance through our dedicated support channels. This includes regular check-ins, additional training sessions, and prompt resolution of any issues that arise. Unlike many vendors who disappear after implementation until it's time to renew the subscription, we maintain proactive contact with our clients to ensure they are consistently getting the most out of the system.
- Continuous Improvement: We actively seek feedback from our clients to continually enhance our service and support. This ongoing dialogue helps us to not only address immediate needs but also to anticipate future requirements, ensuring that BrioHR remains a responsive and valuable partner as our clients grow.
This structured approach ensures that our clients are fully supported throughout their transition to BrioHR and beyond, helping them to maximise the benefits of their new HRMS system.
Q: How does BrioHR ensure that clients feel supported throughout the implementation process?
Leon:
The implementation process is often where clients can feel overwhelmed, especially when transitioning to a new system. At BrioHR, we aim to make this transition as smooth as possible. Our implementation team works hand-in-hand with the client from day one, setting clear expectations and timelines. We offer personalised support, ensuring that the system is configured to meet the specific needs of each client.
One of the ways we ensure clients feel supported is through our detailed onboarding process. This includes not just technical setup but also training sessions tailored to the client's team. We believe in empowering our clients, so they feel confident in using the system from the start.
Q: How does BrioHR handle ongoing support after the system is live?
Leon:
Ongoing support is where BrioHR truly shines. We don’t consider our job done once the system is live; in fact, that’s when our partnership with the client truly begins. We offer continuous support through multiple channels, including a dedicated customer service team that is always ready to assist.
We are generous with our time and adopt a problem-solving mindset when clients reach out. Importantly, everything is logged so that when there is a follow-up needed, everyone on the team can instantly refer to the history and take it from there without having to start from the beginning. This ensures our clients feel like they have a partner who knows them, understands their challenges, and is committed to helping them succeed.
Moreover, our support is not limited to HR users. We extend our services to anyone in the organisation through a support button accessible directly from the BrioHR app, which provides live chat assistance. This feature makes the entire company more agile, as everyone can get their questions answered or problems solved immediately, rather than waiting or following up. This is a significant relief for HR departments, as it filters out the day-to-day nitty-gritty questions, allowing them to focus on more strategic tasks.
Q: How does BrioHR ensure that clients can access support and information on their own terms?
Leon:
In addition to our live support, we’ve developed an extensive knowledge centre, packed with articles, videos, how-to guides, and more. This resource is easily accessible from within the BrioHR app, ensuring that clients can find answers to their questions whenever they need them, in a self-serve mode if they prefer.
Our clients particularly appreciate this because it allows them to solve issues on their own timeline, without always needing to contact support. This flexibility is a significant value-add, making the BrioHR platform not just a tool but a comprehensive resource for their HR needs.
Q: What steps does BrioHR take to ensure that clients remain satisfied long after the initial implementation?
Leon:
Client satisfaction is a continuous process. At BrioHR, we take several steps to ensure our clients remain satisfied long after the initial implementation. Firstly, we maintain open lines of communication with our clients, allowing us to address any concerns promptly. Secondly, we offer regular system updates and enhancements based on client feedback, ensuring that our platform evolves alongside their needs.
Additionally, we conduct periodic reviews with our clients to assess their satisfaction and explore any areas where we can provide further value. This ongoing engagement helps us stay aligned with our clients' goals and ensures that they continue to see BrioHR as a valuable partner in their HR journey.
Q: Lastly, what message would you like to convey to companies considering BrioHR as their HRMS provider?
Leon:
If you're looking for more than just a vendor, if you want a partner who will be with you every step of the way, then BrioHR is the right choice for you. Our commitment to transparency, dedication to your success, and culture of continuous improvement truly set us apart. We understand that every business is unique, and we’re here to provide solutions tailored to your specific needs—not just now, but as your business grows.
BrioHR is the preferred choice for thousands of companies, ranging from small businesses with 10-20 employees to large enterprises operating across multiple countries. We're incredibly proud to have one of the highest client retention rates for HRMS in Southeast Asia, reflecting the trust our clients place in us and our unwavering commitment to delivering on our promises. Our clients stay with us because they know we're invested in their success for the long haul, consistently providing support and innovation that helps their organisations thrive.
If you're ready to take your HR processes to the next level and want a partner who will be there to support you every step of the way, we’d love to show you what BrioHR can do.
For more information about BrioHR or to request a demo, visit BrioHR's website.
Related article: Q&A: How BrioHR Redefines Pre-Sales Support
Q&A: Setting the Standard for Post-Sales Support at BrioHR
As we explored in our previous article on BrioHR’s exceptional pre-sales support, selecting and implementing an HRMS is just the beginning of a long-term partnership. While pre-sales support is crucial in making the right choice, the real test of any HRMS provider comes after the sale is made. This is where BrioHR’s post-sales support truly sets itself apart—turning what could be a transactional relationship into a true partnership.
To gain deeper insights into how BrioHR ensures a seamless transition from pre-sales to post-sales, and how our approach to ongoing support helps businesses maximise the potential of their HRMS, we spoke with Leon Kong, the VP of Operations at BrioHR.
————————————————
Q: Can you introduce yourself and explain your role at BrioHR?
Leon:
As the Vice President of Operations at BrioHR, I oversee all aspects of post-sales support, including implementation, training, and ongoing customer service. My role is to ensure that our clients not only get the most out of their HRMS but also experience a seamless journey from the moment they start using our platform. I lead a dedicated team that works closely with each client to tailor the system to their specific needs, provide in-depth training, and offer continuous support to ensure their long-term success with BrioHR.
Q: What makes BrioHR’s approach to post-sales support unique?
Leon:
At BrioHR, our approach to post-sales support is rooted in our commitment to building long-term partnerships with our clients. We don’t just hand over the system and walk away; we stay with our clients every step of the way to ensure they fully leverage the platform’s capabilities.
From the very beginning, we’ve emphasised the importance of support—so much so that we hired a dedicated support team even before we had our first customer. These team members are still with BrioHR today, reflecting not only our focus on high-quality support but also the stability and continuity we provide to our clients.
What truly sets us apart is our culture of continuous improvement and collaboration. Our support team is composed of HR, payroll, and IT experts who genuinely understand our clients’ needs and challenges. This expertise, combined with our robust support infrastructure, ensures that clients receive top-quality assistance from professionals who are committed to their success.
Q: Can you describe how the post-sales process is initiated at BrioHR?
Leon:
The transition from deciding to partner with us to fully integrating our system is designed to be seamless and client-focused. After a client agrees to partner with us, our sales team sends an introductory email to the client, formally introducing the respective Implementation Manager who will guide them through the upcoming steps. This helps establish a clear point of contact and ensures the client knows exactly who to reach out to for any needs.
What’s unique about our process is that the Implementation Manager already has a comprehensive background on the client before the first meeting. Our pre-sales team ensures that all relevant information, such as the client’s specific needs and challenges, is thoroughly communicated to the implementation team. This allows us to hit the ground running, with the Implementation Manager fully prepared to address the client’s concerns and tailor the process to their unique requirements.
The very first step led by the Implementation Manager is the kick-off meeting. This initial meeting is crucial because it sets the tone for the entire implementation and ongoing relationship. At BrioHR, we prioritise full visibility and clarity from the outset. During the kick-off, the Implementation Manager outlines the detailed process, shares the expected timeline, and addresses any initial questions the client may have.
This meeting is about more than just logistics; it’s about laying the foundation for a real partnership based on trust. We believe in building strong, trust-based relationships with our clients, and it starts here—with transparent communication and a clear understanding of each step ahead. Our goal is to ensure that every client feels confident and informed, fully understanding what to expect and how we will support them throughout their journey with BrioHR.
Q: After the initial kick-off meeting, what are the next steps in the post-sales process at BrioHR?
Leon:
Following the kick-off meeting, our post-sales process is structured into several key stages to ensure a smooth and efficient implementation:
- Data Preparation: Our clients receive tailored templates to help gather and organise all necessary information, such as historical payroll data, employee details, and company policies. Our Implementation Managers work closely with clients during this stage to ensure that all data is accurate and complete.
- System Configuration and Data Migration: Once the data is prepared, we begin configuring the HRMS to suit the client’s specific needs and migrating their data into the BrioHR system. This stage is critical, and we ensure that our clients are involved throughout to verify that everything is set up as per their requirements.
- Training and Education: After the system setup, we conduct comprehensive training sessions for all key users, including HR staff and other superusers. These sessions are designed to ensure that everyone is comfortable and proficient with the platform before going live. We also extend this training to end-users, making sure that even those less familiar with HR systems can navigate BrioHR with ease.
- Go-Live Preparation: As we approach the go-live date, we run several tests to ensure that the configuration is as per expectations. This phase also includes final adjustments and user acceptance testing to guarantee that the client is fully satisfied with the implementation.
- Post-Go-Live Support: Once the system is live, our support doesn’t stop. We continue to provide ongoing assistance through our dedicated support channels. This includes regular check-ins, additional training sessions, and prompt resolution of any issues that arise. Unlike many vendors who disappear after implementation until it’s time to renew the subscription, we maintain proactive contact with our clients to ensure they are consistently getting the most out of the system.
- Continuous Improvement: We actively seek feedback from our clients to continually enhance our service and support. This ongoing dialogue helps us to not only address immediate needs but also to anticipate future requirements, ensuring that BrioHR remains a responsive and valuable partner as our clients grow.
This structured approach ensures that our clients are fully supported throughout their transition to BrioHR and beyond, helping them to maximise the benefits of their new HRMS system.
Q: How does BrioHR ensure that clients feel supported throughout the implementation process?
Leon:
The implementation process is often where clients can feel overwhelmed, especially when transitioning to a new system. At BrioHR, we aim to make this transition as smooth as possible. Our implementation team works hand-in-hand with the client from day one, setting clear expectations and timelines. We offer personalised support, ensuring that the system is configured to meet the specific needs of each client.
One of the ways we ensure clients feel supported is through our detailed onboarding process. This includes not just technical setup but also training sessions tailored to the client’s team. We believe in empowering our clients, so they feel confident in using the system from the start.
Q: How does BrioHR handle ongoing support after the system is live?
Leon:
Ongoing support is where BrioHR truly shines. We don’t consider our job done once the system is live; in fact, that’s when our partnership with the client truly begins. We offer continuous support through multiple channels, including a dedicated customer service team that is always ready to assist.
We are generous with our time and adopt a problem-solving mindset when clients reach out. Importantly, everything is logged so that when there is a follow-up needed, everyone on the team can instantly refer to the history and take it from there without having to start from the beginning. This ensures our clients feel like they have a partner who knows them, understands their challenges, and is committed to helping them succeed.
Moreover, our support is not limited to HR users. We extend our services to anyone in the organisation through a support button accessible directly from the BrioHR app, which provides live chat assistance. This feature makes the entire company more agile, as everyone can get their questions answered or problems solved immediately, rather than waiting or following up. This is a significant relief for HR departments, as it filters out the day-to-day nitty-gritty questions, allowing them to focus on more strategic tasks.
Q: How does BrioHR ensure that clients can access support and information on their own terms?
Leon:
In addition to our live support, we’ve developed an extensive knowledge centre, packed with articles, videos, how-to guides, and more. This resource is easily accessible from within the BrioHR app, ensuring that clients can find answers to their questions whenever they need them, in a self-serve mode if they prefer.
Our clients particularly appreciate this because it allows them to solve issues on their own timeline, without always needing to contact support. This flexibility is a significant value-add, making the BrioHR platform not just a tool but a comprehensive resource for their HR needs.
Q: What steps does BrioHR take to ensure that clients remain satisfied long after the initial implementation?
Leon:
Client satisfaction is a continuous process. At BrioHR, we take several steps to ensure our clients remain satisfied long after the initial implementation. Firstly, we maintain open lines of communication with our clients, allowing us to address any concerns promptly. Secondly, we offer regular system updates and enhancements based on client feedback, ensuring that our platform evolves alongside their needs.
Additionally, we conduct periodic reviews with our clients to assess their satisfaction and explore any areas where we can provide further value. This ongoing engagement helps us stay aligned with our clients’ goals and ensures that they continue to see BrioHR as a valuable partner in their HR journey.
Q: Lastly, what message would you like to convey to companies considering BrioHR as their HRMS provider?
Leon:
If you’re looking for more than just a vendor, if you want a partner who will be with you every step of the way, then BrioHR is the right choice for you. Our commitment to transparency, dedication to your success, and culture of continuous improvement truly set us apart. We understand that every business is unique, and we’re here to provide solutions tailored to your specific needs—not just now, but as your business grows.
BrioHR is the preferred choice for thousands of companies, ranging from small businesses with 10-20 employees to large enterprises operating across multiple countries. We’re incredibly proud to have one of the highest client retention rates for HRMS in Southeast Asia, reflecting the trust our clients place in us and our unwavering commitment to delivering on our promises. Our clients stay with us because they know we’re invested in their success for the long haul, consistently providing support and innovation that helps their organisations thrive.
If you’re ready to take your HR processes to the next level and want a partner who will be there to support you every step of the way, we’d love to show you what BrioHR can do.
For more information about BrioHR or to request a demo, visit BrioHR’s website.
Related article: Q&A: How BrioHR Redefines Pre-Sales Support
