HR Glossary
A plain-English guide to HR terms, acronyms, and concepts. Whether you’re new to HR or a seasoned pro, this glossary has you covered.
360-Degree Feedback
Performance feedback gathered from an employee's manager, peers, reports and themselves. Lees meer
Abandonment of Employment
When an employee stops attending work without notice or explanation, appearing to have left the job. Lees meer
Absence Management
The policies and processes an organisation uses to record, monitor and reduce unplanned employee absence. Lees meer
Absenteeism
Habitual or unplanned absence from work beyond agreed leave, often signalling deeper engagement or health issues. Lees meer
Accrual (Leave Accrual)
The gradual build-up of entitlements such as annual leave as an employee works through the year. Lees meer
Adverse Impact
When a seemingly neutral policy or practice disproportionately disadvantages a protected group. Lees meer
Annual Leave
Paid time off that employees are entitled to take each year for rest and personal use. Lees meer
Annualised Hours
A contract that sets total working hours over a year rather than per week, allowing flexible scheduling. Lees meer
Applicant Tracking System (ATS)
Software that manages job applications from advertisement through to hire, centralising the recruitment pipeline. Lees meer
Appraisal
A structured review of an employee's performance, contribution and development over a set period. Lees meer
Apprenticeship
A structured programme combining paid work with formal training that leads to a recognised qualification. Lees meer
At-Will Employment
A US doctrine allowing either employer or employee to end employment at any time, for almost any reason. Lees meer
Background Check
Verification of a candidate's history — such as identity, references and qualifications — before employment begins. Lees meer
Banded Hours
A right for workers with variable hours to be placed on a contract band reflecting the hours they actually work. Lees meer
Bank Holiday (Public Holiday)
A day recognised by statute on which most workers are entitled to paid time off or an alternative benefit. Lees meer
Benchmarking
Comparing an organisation's pay, benefits or practices against the market or peers to stay competitive. Lees meer
Benefit in Kind (BIK)
A non-cash perk provided to an employee, such as a company car or health cover, that may be taxable. Lees meer
Bereavement Leave
Time off granted to an employee following the death of a close family member or dependant. Lees meer
Blended Workforce
A workforce combining permanent employees with contractors, temporary and freelance workers. Lees meer
Bonus
An additional payment made to an employee, usually to reward performance or the achievement of targets. Lees meer
Bradford Factor
A formula that weights frequent short absences more heavily than occasional long ones to flag absence patterns. Lees meer
Candidate Experience
The overall impression a job applicant forms of an employer throughout the recruitment process. Lees meer
Career Break
An extended period of agreed unpaid leave during which the employment relationship is preserved. Lees meer
Career Pathing
Mapping the possible routes an employee can take to progress and develop within an organisation. Lees meer
Carer's Leave
Time off that allows an employee to provide care for a person in need of significant support. Lees meer
Casual Worker
A worker engaged on an irregular, as-needed basis with no guaranteed hours or ongoing commitment. Lees meer
Collective Agreement
A negotiated agreement between an employer and a trade union setting terms for a group of employees. Lees meer
Collective Bargaining
Negotiation between employers and trade unions over pay, conditions and workplace terms for a group of workers. Lees meer
Compassionate Leave
Discretionary or contractual time off granted to deal with a personal or family emergency or crisis. Lees meer
Compensation
The total financial reward an employee receives for their work, including salary and variable pay. Lees meer
Competency Framework
A structured set of skills, behaviours and knowledge that defines effective performance in a role. Lees meer
Compressed Hours
Working full-time hours over fewer, longer days rather than the standard working week. Lees meer
Constructive Dismissal
When an employee resigns because the employer's serious breach of contract left them no reasonable choice. Lees meer
Continuous Service
The unbroken length of time an employee has worked for an employer, which affects statutory rights. Lees meer
Contract of Employment
The legally binding agreement setting out the terms and conditions between employer and employee. Lees meer
Core Hours
The part of the working day when all employees must be available, within a flexible-hours arrangement. Lees meer
Corrective Action
Steps taken to address and remedy an employee's underperformance or misconduct. Lees meer
Cost of Turnover
The total financial impact of losing and replacing an employee. Lees meer
Cost per Hire
The total average cost of filling a vacancy, from advertising and agency fees to internal time. Lees meer
CSO Returns (Employment Statistics Reporting)
Statutory statistical returns some Irish employers must submit to the Central Statistics Office. Lees meer
Culture Fit
How well a candidate's values and working style align with an organisation's culture and norms. Lees meer
Deferred Compensation
Earnings set aside to be paid at a later date, such as retirement or the end of a vesting period. Lees meer
Digital Nomad
A worker who performs their job remotely while travelling or living in different locations. Lees meer
Disciplinary Procedure
A fair, structured process for addressing employee conduct or performance that falls short of standards. Lees meer
Diversity, Equity and Inclusion (DEI)
An organisation's efforts to build a diverse workforce and a fair, inclusive environment where everyone can thrive. Lees meer
Employee Assistance Programme (EAP)
A confidential support service offering employees help with personal, financial or wellbeing issues. Lees meer
Employee Engagement
The emotional commitment employees feel towards their organisation and its goals. Lees meer
Employee Handbook
A document that sets out an organisation's policies, procedures and expectations for staff. Lees meer
Employee Lifecycle
The stages an employee moves through with an organisation, from attraction to departure. Lees meer
Employee Mobility
The movement of employees between roles, teams or locations, internally or across borders. Lees meer
Employee Net Promoter Score (eNPS)
A simple metric measuring how likely employees are to recommend their organisation as a place to work. Lees meer
Employee Self-Service
Systems letting employees view and update their own HR information directly. Lees meer
Employee Self-Service (ESS)
HR software features that let employees view and update their own information and requests. Lees meer
Employee Value Proposition (EVP)
The unique set of rewards and benefits an organisation offers employees in return for their skills and contribution. Lees meer
Employee Wellbeing
An organisation's efforts to support the physical, mental and financial health of staff. Lees meer
Employer Branding
The reputation and image an organisation projects as a place to work, to current and prospective employees. Lees meer
Employer of Record (EOR)
A third party that legally employs staff on a company's behalf, often to enable hiring in another country. Lees meer
Equal Pay
The legal principle that people must receive the same pay for the same or equivalent work. Lees meer
Exit Interview
A conversation with a departing employee to understand why they are leaving and how to improve. Lees meer
Exit Management (Offboarding)
The structured process of managing an employee's departure from an organisation. Lees meer
Expatriate (Assignee)
An employee sent to work in another country for an extended period on assignment. Lees meer
Fixed-Term Contract
An employment contract that ends on a set date or on completion of a specific task or project. Lees meer
Flexible Working
Working arrangements that give employees choice over when, where or how much they work. Lees meer
FLSA (Fair Labor Standards Act)
The US federal law setting minimum wage, overtime and record-keeping standards for many employees. Lees meer
Force Majeure Leave
Short, urgent leave to deal with a sudden family emergency involving injury or illness of a dependant. Lees meer
Form W-4 (US)
A US tax form employees complete so employers withhold the correct federal income tax. Lees meer
Four-Day Week
A working pattern that reduces the standard working week to four days, often without cutting pay. Lees meer
Full-Time Equivalent (FTE)
A unit expressing workforce size by converting all hours worked into full-time positions. Lees meer
Garden Leave
A period during notice when an employee stays employed and paid but does not attend work. Lees meer
GDPR (General Data Protection Regulation)
The EU data-protection law governing how organisations collect, store and use personal data, including employee data. Lees meer
Gender Pay Gap
The difference in average pay between men and women across an organisation or workforce. Lees meer
Gig Economy
A labour market built on short-term, task-based or freelance work rather than permanent employment. Lees meer
Grievance
A formal complaint raised by an employee about a workplace issue that needs to be addressed. Lees meer
Gross Misconduct
Serious wrongdoing so grave that it can justify dismissal without notice or pay in lieu. Lees meer
Gross Negligence
A serious failure to take reasonable care that can amount to gross misconduct and justify dismissal. Lees meer
Hard Skills
Specific, teachable and measurable abilities such as technical or professional competencies. Lees meer
Headcount
The total number of employees in an organisation, team or category at a given point in time. Lees meer
Headhunting (Executive Search)
Actively approaching and recruiting talented individuals, often those not actively job-seeking. Lees meer
Health and Safety
The legal and practical measures an employer takes to protect the wellbeing of workers at work. Lees meer
Holiday Pay
The pay an employee receives while taking their entitled annual leave. Lees meer
HR Business Partner (HRBP)
A senior HR professional who works closely with business leaders to align people strategy with goals. Lees meer
HRIS (Human Resource Information System)
Software that centralises employee data and automates core HR processes such as records, leave and reporting. Lees meer
Human Capital
The collective skills, knowledge and experience of an organisation's people, viewed as an asset. Lees meer
Human Capital Management (HCM)
The strategic approach to recruiting, managing and developing people to maximise their value. Lees meer
Hybrid Work
A working model combining time in the workplace with time working remotely. Lees meer
I-9 Form (US)
A US federal form used to verify an employee's identity and legal authorisation to work in the United States. Lees meer
Incentive Pay
Variable pay designed to motivate and reward specific performance, results or behaviours. Lees meer
Induction
The process of introducing a new employee to their role, team and organisation in their first days and weeks. Lees meer
Insubordination
An employee's deliberate refusal to follow a reasonable and lawful instruction from a manager. Lees meer
Internal Mobility
The movement of employees into new roles within the same organisation, through promotion or transfer. Lees meer
Job Architecture
A structured framework that defines roles, levels and career paths consistently across an organisation. Lees meer
Job Description
A document setting out the purpose, duties and requirements of a specific role. Lees meer
Job Evaluation
A systematic method of assessing the relative value of roles to set fair and consistent pay. Lees meer
Job Offer
A formal proposal of employment setting out the role, terms and conditions for a chosen candidate. Lees meer
Job Sharing
An arrangement where two part-time employees share the duties and hours of one full-time role. Lees meer
Key Result Area (KRA)
The broad areas of responsibility in which an employee is expected to deliver results. Lees meer
Key Worker (Critical Role)
An employee whose role is essential to core operations or, in a wider sense, to essential public services. Lees meer
Knowledge Management
Capturing, organising and sharing an organisation's collective knowledge so it is not lost. Lees meer
KPI (Key Performance Indicator)
A measurable value that shows how effectively an individual, team or organisation is meeting a key objective. Lees meer
KSA (Knowledge, Skills and Abilities)
The knowledge, skills and abilities a person needs to perform a role effectively. Lees meer
Labour Turnover
The rate at which employees leave an organisation and are replaced over a given period. Lees meer
Lateral Move
A sideways move to a role at a similar level, broadening experience rather than increasing seniority. Lees meer
Learning and Development (L&D)
Activities that build employees' skills, knowledge and capabilities to support performance and growth. Lees meer
Leave Management
The process of requesting, approving, tracking and reporting employee time off. Lees meer
Leave of Absence
An authorised period away from work, paid or unpaid, outside normal holiday entitlement. Lees meer
Letter of Offer
A written offer of employment setting out the main terms a candidate is being asked to accept. Lees meer
Line Manager
The person with direct responsibility for managing an individual or team's daily work. Lees meer
Living Wage
A voluntary pay rate calculated to cover the basic cost of a decent standard of living. Lees meer
Long-Service Award
Recognition given to employees for reaching significant milestones of continuous service. Lees meer
Management by Objectives (MBO)
A management approach where goals are agreed jointly and progress measured against them. Lees meer
Maternity Leave
Protected time off around childbirth for the birth parent, with statutory and often contractual pay. Lees meer
Matrix Organisation
A structure where employees report to more than one manager across functions and projects. Lees meer
Mediation
A voluntary, confidential process where a neutral third party helps resolve a workplace dispute. Lees meer
Mentoring
A developmental relationship where an experienced colleague guides another's growth. Lees meer
Merit Increase
A permanent rise in base pay awarded for individual performance rather than cost of living. Lees meer
Minimum Notice
The shortest period of notice an employer must give before terminating employment, set by law. Lees meer
Minimum Wage
The lowest hourly rate an employer may lawfully pay most workers. Lees meer
Moonlighting
Holding a second job or side business alongside one's main employment. Lees meer
National Insurance / PRSI
Mandatory social insurance contributions funding state benefits and pensions. Lees meer
Night Work
Work carried out during night-time hours, subject to specific health and hours protections. Lees meer
Nine-Box Grid
A talent tool plotting employees by current performance against future potential. Lees meer
Non-Compete Clause
A contractual term restricting an employee from competing with their employer after leaving. Lees meer
Notice Period
The advance warning either party must give before ending the employment relationship. Lees meer
Objectives and Key Results (OKRs)
A goal-setting framework linking ambitious objectives to measurable key results. Lees meer
Occupational Health
Services and practices that protect and promote employees' health at work. Lees meer
Occupational Pension
A workplace pension scheme set up by an employer to provide retirement income for staff. Lees meer
Offboarding
The structured process of managing an employee's departure from the organisation. Lees meer
Onboarding
The process of integrating a new employee into the organisation so they become effective and engaged. Lees meer
One-to-One
A regular, private conversation between a manager and a team member. Lees meer
Organisational Chart
A visual map of reporting lines, roles and structure within an organisation. Lees meer
Outplacement
Support provided to departing employees to help them find new roles. Lees meer
Overtime
Hours worked beyond an employee's normal contracted hours, sometimes at an enhanced rate. Lees meer
Overtime Premium
The enhanced rate, above normal pay, paid for hours worked as overtime. Lees meer
Parent's Leave
A State-paid period of leave available to each parent during a child's early years. Lees meer
Parental Leave
Unpaid, job-protected leave for parents to care for young children. Lees meer
Paternity Leave
Short, protected leave for the relevant parent around the birth or adoption of a child. Lees meer
Pay in Lieu of Notice (PILON)
A payment covering the notice period so employment can end immediately. Lees meer
Pay Transparency
Openness about pay levels, structures and the basis on which pay decisions are made. Lees meer
Payroll
The process of calculating and paying employees' wages, along with related tax and deductions. Lees meer
Peer Review
Feedback on an employee's performance gathered from their colleagues. Lees meer
Pension (Occupational)
A retirement savings arrangement, often supported by employer contributions, for employees' later life. Lees meer
Pension Auto-Enrolment
A scheme automatically enrolling eligible workers into a retirement savings plan. Lees meer
Pension Contribution
Money paid into an employee's retirement savings by the employee, employer or both. Lees meer
Performance Improvement Plan (PIP)
A structured, time-bound plan to help an underperforming employee meet expectations. Lees meer
Performance Management
The ongoing process of setting expectations, giving feedback and supporting employees to perform well. Lees meer
Preboarding
Engagement and preparation activities between a signed offer and the first day. Lees meer
Probation
An initial period of employment during which suitability for the role is assessed. Lees meer
Probation Period
An initial period of employment during which suitability for the role is assessed. Lees meer
Probationary Review
A structured assessment of a new hire's suitability during or at the end of probation. Lees meer
Protected Disclosure
A worker's report of wrongdoing that is legally protected from penalisation. Lees meer
Psychometric Testing
Standardised assessments measuring aptitude, personality or behavioural traits in recruitment. Lees meer
Quiet Quitting
Doing only what a role strictly requires, without going above and beyond. Lees meer
Reasonable Accommodation
Adjustments enabling a person with a disability to work, unless they cause disproportionate burden. Lees meer
Recruitment
The end-to-end process of attracting, selecting and hiring people to fill roles in an organisation. Lees meer
Redundancy
Dismissal because a role is no longer needed, rather than because of the individual's conduct or capability. Lees meer
Reference Check
Verification of a candidate's employment history and suitability with previous employers. Lees meer
Remote Work
An arrangement where employees carry out their duties away from a central workplace, typically from home. Lees meer
Reskilling
Training employees for a substantially different role from the one they currently hold. Lees meer
Restrictive Covenant
A contractual clause limiting an employee's activities during or after employment. Lees meer
Retention (Employee Retention)
An organisation's ability to keep its employees and reduce avoidable turnover. Lees meer
Right to Disconnect
The principle that employees can disengage from work communications outside working hours. Lees meer
Right-to-Work Check
Verifying that a prospective or current employee is legally permitted to work in the relevant country. Lees meer
Sabbatical
An extended period of leave, often for rest, study or personal projects, with a right to return. Lees meer
Salary Band
A defined pay range for a role or grade, with a minimum, midpoint and maximum. Lees meer
Salarisbenchmarking
Comparing pay for roles against external market data to inform reward decisions. Lees meer
Salary Sacrifice
An arrangement where an employee gives up part of their salary for a non-cash benefit. Lees meer
Secondment
A temporary assignment of an employee to a different role, team or organisation. Lees meer
Settlement Agreement
A legally binding agreement resolving an employment dispute or ending employment on agreed terms. Lees meer
Shift Differential
Extra pay for working less desirable shifts, such as nights or weekends. Lees meer
Shift Swap
An arrangement where employees exchange rostered shifts, usually with approval. Lees meer
Short-Time Working
A temporary reduction in an employee's hours or pay due to reduced work. Lees meer
Sick Leave
Time off work due to illness or injury, which may be paid or unpaid. Lees meer
Skills Matrix
A grid mapping which employees hold which skills, and at what level. Lees meer
Soft Skills
Interpersonal and behavioural abilities such as communication, teamwork and adaptability. Lees meer
Span of Control
The number of direct reports a manager is responsible for. Lees meer
Staff Handbook
A single document setting out an organisation's policies, procedures and expectations for employees. Lees meer
Statutory Redundancy
The minimum redundancy payment prescribed by law for eligible employees. Lees meer
Statutory Sick Pay
The minimum sick pay employers must provide by law to eligible employees. Lees meer
Stay Interview
A conversation with a current employee to understand what keeps them and what might make them leave. Lees meer
Succession Planning
Identifying and developing people to fill critical roles as they become vacant. Lees meer
Talentacquisitie
The strategic, long-term function of attracting and hiring the people an organisation needs. Lees meer
Talent Management
The integrated set of practices for attracting, developing and retaining capable people. Lees meer
Tijdregistratie en aanwezigheid
Systems and processes for recording when employees work and are absent. Lees meer
Total Reward
The complete package of financial and non-financial benefits an employee receives from working. Lees meer
Totale Beloning
The full package of pay, benefits and non-financial rewards an employee receives. Lees meer
Training Needs Analysis
A systematic assessment of the gap between current and required skills. Lees meer
TUPE
Rules protecting employees' terms when a business or service transfers to a new employer. Lees meer
Turnover (Staff Turnover)
The rate at which employees leave an organisation and are replaced over a given period. Lees meer
Unconscious Bias
Automatic, unintended judgements about people that can influence workplace decisions. Lees meer
Unfair Dismissal
Termination of employment that breaches statutory fairness in reason or process. Lees meer
Upskilling
Developing employees' existing skills to meet evolving role and business needs. Lees meer
Variable Pay
Compensation that fluctuates with performance, such as bonuses or commission. Lees meer
Wellbeing Programme
A coordinated set of initiatives supporting employees' physical, mental and financial health. Lees meer
Whistleblowing Policy
A policy setting out how workers can safely report wrongdoing and how the employer responds. Lees meer
Workforce Planning
Anticipating future people needs and ensuring the organisation has the right skills at the right time. Lees meer
Working Time Directive
EU law setting limits on working hours and minimum rest and leave. Lees meer
Workplace Investigation
A structured, impartial process for establishing facts about a workplace complaint or allegation. Lees meer
Workplace Relations Commission (WRC)
Ireland's statutory body for employment rights, enforcement and dispute resolution. Lees meer
Works Council
A body representing employees in information and consultation with the employer. Lees meer
Zero-Hours Contract
An arrangement where the employer does not guarantee any minimum hours of work. Lees meer
“Het ideaal is wat we nu hebben met Grouper.”
“I was new to HR and kept nodding along in meetings while having no idea what ATS or FLSA meant. The BambooHR glossary was my secret weapon for the first six months.”
Wat onze klanten zeggen
Het ideaal is wat we nu hebben met Grouper.
Met ons wervingstempo hebt u geen tijd om te googelen of naar een videotutorial te kijken. Het feit dat we iemand hebben om mee te praten en ons snel praktische oplossingen te bieden is van onschatbare waarde. Hun klantenservice is ongeëvenaard.
De samenwerking met Grouper is fantastisch geweest. Onze accountmanager is vriendelijk, bekwaam en benaderbaar. Hun kennis en expertise zijn geweldig en het geeft veel geruststelling dat ik het systeem kan laten doen wat het moet doen. Het heeft veel druk van ons team weggenomen.
De implementatie verliep allemaal voorspoedig. Grouper reageerde altijd snel en onze accountmanager is zorgvuldig en alert, en flexibel wat betreft tijd en hulp die ze ons hebben geboden. Zelfs nu het systeem is opgezet, zullen ze waarschijnlijk binnen het uur terugkomen als we een e-mail sturen of een vraag hebben.
It would be difficult to find a replacement system of the quality and accessibility that we found, for the price and the ease of implementation. Grouper is absolutely an upgrade on what we had before. Interactions are as frequent as we need them, and our contact is typically flexible to have quick calls to discuss. That availability is helpful.
In veel transacties is de verkoper niet betrokken bij de transformatie. Moji is vrij uniek in zijn vakgebied omdat hij in de geest van HR-praktijkers kan doordringen, maar hij begrijpt ook de business en is bovendien erg technisch. Hij kan het dialoog zo afstemmen waar hij moet zijn. Het was het beste in klasse pakket.
Systemen komen en gaan en mensen kunnen door overdrachten werken, maar er is iets heel unieks aan hoe gepassioneerd en bekwaam Moji is. Hij is op kantoor geweest en heeft iedereen ontmoet en getraind. Die mate van advieswerk, dat vind je niet overal.
Tot wel 85% van onze werkweek werd besteed aan werving, contracten en aanbiedingen. Nu zou ik zeggen dat onze administratieve last met 40% is afgenomen omdat we niet eindeloos door e-mails hoeven te zoeken.
We hadden voorheen geen HR-systeem; alles was handmatig en op spreadsheets. Grouper maakte alles zo eenvoudig en het is echt een verandering geweest, niet alleen voor mij maar ook voor onze managers. Ze mailen me niet meer met informatieverzoeken. Ik zou zeggen dat het de admin-kant met zo’n 40% heeft verminderd.
Het is de klantenservice waar ze in uitblinken. Ik was verrast dat je een specifieke persoon met een vraag kon mailen. Zo gauw we een vraag hebben, is hij terug met de snelste respons die ik ooit heb gezien. En het wordt altijd opgelost. Je ziet niet wat je bij veel andere aanbieders ziet waar de leverancier je een generieke reactie stuurt of waar er geen flexibiliteit is.
Aan het begin was het serviceniveau zeer hoog. We hadden de kans om samen te werken met onze accountmanager, die briljant was. Hij is zo servicegericht en wil onze behoeften en issues begrijpen. Hij is zo snel: wanneer ik een verzoek heb, reageert hij altijd onmiddellijk, en we zijn er echt blij mee.
With many vendors, reaching out for support often means receiving automated replies and waiting a week for a response. Even then, the replies can feel scripted. With Grouper, however, the support feels more personalised, and solutions are handled efficiently.
Het is enorm waardevol. Onze accountmanager is nu een goede vriend. Hij springt graag op een telefoongesprek om een specifieke functie van het systeem te laten zien of stap voor stap uit te leggen. Ik stuur 's ochtends een e-mail en hij is binnen een paar uur terug. Het is geweldig iemand op persoonlijk vlak te hebben waar je mee kunt communiceren.
Snelle respons. Ze pakken dingen altijd heel snel op. We zijn een groot team en dromen ervan dingen wat makkelijker te maken. Soms komen we op ideeën die haalbaar lijken, dus nemen we altijd contact op met Grouper. Ik heb alle informatie beschikbaar, ik hoef geen fysiek bestand of map te zoeken: alles staat daar op het platform. Onschatbaar!
Bij sommige uitbestede aanbieders weet je niet wie zal reageren of hoe lang je zult wachten. Terwijl ik gewoon altijd Grouper mail, en zij reageren direct terug en proberen altijd een oplossing te vinden.
We zijn bij Grouper sinds 2019 en zien hen als een zeer nauwe partner. We erkennen ook dat zij ons bedrijf begrijpen.
Grouper were so supportive: anything we needed, they helped us with. They gave us demos for features like managing annual leave quotas, so it was just a matter of clicking a few buttons.
Dat is de schoonheid van zaken doen met een bedrijf als Grouper. We zijn een klein MKB en het soort ondersteuning dat we nodig hebben, krijgen we precies.
Grouper is zeer responsief en onze accountmanager heeft veel kennis, en kan ons ideeën geven en laten zien hoe we het systeem nog verder kunnen benutten. De service is heel soepel verlopen: het is een grote verandering, maar het team is zeer responsief geweest en ook goed in het delen van informatie.
Grouper is gevestigd in Ierland, dus vanuit ons oogpunt was communicatie en de ondersteuning veel gemakkelijker. Ze zijn zeer effectief, beantwoorden al onze e-mails tijdig. Ze volgen op en, als nodig, regelen ze vergaderingen om kwesties te bespreken en lossen ze effectief op.
Onze accountmanager zat er bovenop en reageerde echt snel. Het verplaatsen van softwaresystemen is geen kleine taak, dus we waren vrij vaak in contact. Hij zorgde ervoor dat ik kreeg wat ik nodig had en op tijd terugkreeg. Ik bleef op de hoogte en de communicatie was zeer transparant, zodat ik altijd wist wat er gebeurde.
At the start, Grouper were very helpful. I remember I compiled a list of questions over the first few weeks and we set up a call. The support has always been very helpful, they can come into our system, share the screen and show us live how to use the system.
Ik zou zeggen dat de service zeer gebruiksvriendelijk en ondersteunend is, met snelle reactietijden. De klantervaring is goed. En omdat we dezelfde accountmanager hebben opgebouwd, weet ik dat ik kan bellen en er is flexibiliteit in hoe die ondersteuning kan worden geboden. Die consistentie die we krijgen met Grouper is zeer waardevol.
Grouper helped us to navigate a difficult time in the best possible way, as a kind of translator for the system.
Wat is uniek aan Grouper? Ik zou zeggen dat ze zeer responsief, betrouwbaar en ondersteunend zijn. Toen we automatische prestatiebeoordelingen in het systeem wilden zetten, hadden we een paar gesprekken waarbij ze mijn scherm deelden om me te laten zien hoe het goed in te stellen. Dankzij Grouper.
Onze accountmanager is zeer, zeer behulpzaam en zal altijd op een oproep springen. Het kan slechts een paar minuten zijn, maar het is zoveel gemakkelijker om met iemand te praten en het scherm te delen. Onlangs wilde ik een veld wijzigen en de tab Werk veranderen. Hij deed dat echt snel. Bij andere systemen heb ik tijd gestoken in het proberen te achterhalen en misschien uiteindelijk bereik ik het, maar het kostte een uur.
Grouper's aanpak is erg handig en persoonlijk vind ik dat echt handig omdat het tijd bespaart en uiteindelijk bespaart het het bedrijf geld omdat ik geen tijd verspilde informatie hoef te zoeken.
Ik heb het gevoel dat als ik contact moet opnemen en met onze Account Manager moet spreken, hij zijn best zal doen een oplossing te vinden. Hij kent het systeem erg goed, dus zijn technische kennis is erg goed. Ik voel dat, door naar hem te gaan, ik technischer inzicht krijg en hij probeert andere problemen met de oplossing op te lossen. Wetend dat ik Grouper heb om ons als klant te ondersteunen, geeft me dat meer geruststelling.
What makes Grouper stand out to me is, we jump on a call and we have the chance to overcome that barrier in communication you can get with emails, or sending tickets to be resolved.
Ik had gewoon iets nodig dat mijn leven gemakkelijker zou maken in plaats van overal handmatige records. Grouper was zo behulpzaam, ze hebben alles opgezet zoals ik had gevraagd en dat maakte het voor mij gemakkelijker om door het systeem te navigeren met de informatie die er al was.
I found Grouper really helpful. We had a few training sessions and they tailored them to the individual or to the questions I had.
We implemented in a matter of weeks whereas if it was left to me, it probably would have delayed the rollout, at a time when I am time poor. It meant the team could look after their own records and I just had to look after the approvals.
We hebben altijd een persoonlijk aanspreekpunt bij Grouper, die erg hands-on was, vooral in de beginfase.
Vanwege de sector waarin we zitten, letten we waarschijnlijk meer op de klantenservice-aspecten en die responsiviteit is voor ons enorm belangrijk. Dat heeft me geholpen zo tevreden te zijn met de ondersteuning. Onze accountmanager is altijd goed in terugkomen en ik waardeer hoe het een persoonlijkeTouch heeft: het hebben van één enkel aanspreekpunt is echt handig, net zoals onze klanten het prettig vinden een vertrouwd gezicht te hebben.
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