Challenges

The client began experiencing several issues in workforce management that impacted both their business and employees.

• Offer letters were taking up to a week to be issued, which created uncertainty for new hires and even led some to drop out.
• Salary registers were not being released on time, making payroll planning difficult and reducing trust in our process. In addition, client queries and escalations were taking more than a day to resolve. These issues prompted the client to consider transitioning to another vendor, thereby increasing the risk of long-term business loss.

Solution

To address the concerns, we took a proactive approach:

• Client engagement: Conducted multiple meetings with the client to understand the gaps and their expectations in detail.
• Internal alignment: Collaborated with internal stakeholders to ensure timely release of salary registers and issuance of offer letters within two working days.
• Competitive service fees: Introduced minor modifications in our fee structure to bring our margins closer to that of competitors, ensuring more substantial value alignment.
• Responsiveness: Establish processes to ensure prompt responses whenever the client seeks support, thereby eliminating communication delays and providing timely assistance.
• Employee helpdesk: Conducted several helpdesk sessions to resolve employees’ queries and provide transparency, which helped build trust at the employee level as well.

Outcome

The collective efforts resulted in a complete turnaround in client confidence:

• 100% of new joiner transitions over the last 12 months were given to TeamLease.
• The issuance time for offer letters has been reduced from 5–7 days to under 48 hours, ensuring faster onboarding.
• Response time to client escalations improved to under 2 hours, from an earlier 24–48 hours.
• Employee satisfaction scores (from helpdesk feedback) rose by 30%, reflecting improved clarity and support.
• Overall, the client has expressed intense satisfaction, noting a significant improvement in both speed and reliability of our service.