Get to Know Your Customers Day, occurring on the third Thursday of every quarter, is a day to remind businesses to reach out to their clients and learn more about them and their needs.

Here are Dataplan we pride ourselves on our commitment to providing outstanding customer support, and it is no secret that in recent times businesses have had to adapt to support their clients who are needing them in many cases now more than ever. On this Get to Know Your Customers Day we decided to reflect on how our customer care initiatives have evolved in response to the COVID-19 pandemic.

Remote working

Throughout the Coronavirus crisis many organisations have had to adapt to changing working situations. For some of our clients working in key industries such as schools this has meant a growing workload and team, whilst for others this has meant navigating the Government’s extensive Coronavirus Job Retention Scheme and the process of furlough leave. For the team at Dataplan, this has meant transitioning to a safe but secure working from home set up.

Having the ability to work from home throughout this time has meant that there has been no delay in service to our clients, and in addition our Customer Service Team have been able to support incoming calls and direct them to the correct teams.

CJRS & Furlough

Speaking to our clients, one of the many concerns that they have faced in recent times is understanding and complying with legislation surrounding the UK’s response to Coronavirus. Our team of experts have been on hand to help clients with the process of furlough and CJRS claims, and have listened carefully to each client’s specific time restraints and cash flow situations to ensure that all claims are dealt with in a timeframe that works for the client.

Monthly reviews

For schools that have just taken on new payroll outsourcing providers this can be an especially uneasy time, so to stay on top of our new client’s needs and reassure them our Customer Service Team have set up monthly review phone calls.

Keeping regular contact with our clients ensures that our teams know where additional support is needed, and gives clients peace of mind that their payroll will continue to be processed with accuracy and on time.

The key goal for the team here at Dataplan during this time has been consistency; ensuring no interruption of service for our clients and being on hand when they need us just as we would be during any other time. Whilst there may be a lot of uncertainties as to when organisations will return to ‘normal’ within the UK, we are here to ensure that payroll is one less worry for our customers.