Staffing and Contingent Workforce Management Tips and Advice | Bridge VMS

How Bridge VMS Redefines Customer Support for Workforce Management

Written by Bridge VMS Team | Jan 22, 2025

Managing a growing workforce is challenging, but for one workforce management agency specializing in contingent workforce solutions, the real pain points arose from fragmented communication and lackluster support from their previous vendor. That’s where Bridge VMS stepped in, delivering indispensable customer service tailored to the needs of HR professionals, staffing agencies, and MSPs.

Customer Challenges

This prominent agency specializing in contingent workforce management faced critical hurdles with their previous vendor:

  • Inadequate Onboarding: New users struggled to master the platform, resulting in operational delays.
  • Limited Training Resources: A lack of interactive and tailored materials made it difficult for teams to navigate complex modules.
  • Ineffective Support Processes: Long response times and generic issue resolutions left customers frustrated and underwhelmed.

  • Fragmented Communication: Customers had to reach out to multiple points of contact for updates, slowing progress and escalating issues unnecessarily.

How Bridge VMS Met the Client's Needs:

Bridge VMS Features


How We Deliver on Client Needs

 

Personalized Onboarding and Training

 

 

Bridge VMS streamlines the onboarding process through a mix of interactive webinars, in-person sessions, and an extensive knowledge base. Customers benefit from:

  • Interactive Guides: Step-by-step modules and FAQs tailored to users’ specific needs.
  • Customized Training: Branded materials aligned with each client’s workflows and strategies.

  • Seamless Onboarding Support: Dedicated managers ensure a smooth transition and implementation.

Unmatched Helpdesk and Support


Bridge VMS’s support team delivers efficient issue resolution and technical expertise through:

  • Expert Helpdesk Agents: Specialists with backgrounds in staffing and VMS operations ensure accurate and timely triaging.

  • Transparent SLAs: Clear timelines for addressing bugs and prioritizing critical updates..


Holistic Account Management 


All Bridge VMS clients have a single point of contact, making communication seamless and proactive. Regular engagement activities include:

  • Weekly Reviews: Address open projects, discuss strategies, and identify opportunities for improvement.
  • Quarterly Business Reviews: High-level evaluations that spotlight performance metrics and roadmap updates.
  • Escalation Pathways: A defined process for resolving lingering issues promptly.


Knowledge Base Access 


Clients have 24/7 access to a comprehensive knowledge base, featuring:

  • Detailed articles and task-specific guides.
  • Video walkthroughs for advanced platform features.
  • FAQs to resolve common questions independently.

[NOTE: You can take a product tour to view functionality/resources available to customers.]

 

Results and Impact

Enhanced User Confidence

Bridge VMS’s thorough onboarding and accessible training resources significantly improved user confidence, enabling faster platform adoption.

Operational Efficiency

Proactive issue management, combined with expert Helpdesk support, reduced ticket resolution times by over 30%, leading to smoother operations.

Improved Customer Satisfaction

Weekly and quarterly review cycles fostered stronger partnerships, with 95% of clients reporting higher satisfaction with their account management experience.

Seamless Integrations

The support team’s expertise in troubleshooting integrations and building custom reports resulted in quicker deployment of tailored solutions.

Explore the Bridge VMS Difference

At Bridge VMS, exceptional customer service means empowering your team with the tools, training, and support to achieve your business goals. Discover the benefits of our tailored approach:

  • Comprehensive onboarding resources and custom training materials.
  • Transparent and proactive issue resolution processes.
  • A single point of contact for streamlined communication.
  • Robust reporting and strategy alignment for optimized operations.

Ready to transform your workforce management? See what Bridge VMS can do for you!
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