Professional Services
80% Client Self-Service Rate Freeing Consultants for High-Value Work
Building a multi-client portal for an outsourced HR consultancy that transformed service delivery, enabling 80% of routine queries to be handled through self-service.
What We Were Solving
The consultancy provided outsourced HR to 35 SMEs. Each client needed access to employee handbooks, policy documents, ongoing casework and HR templates. All document distribution was via email, policy queries came by phone, and casework notes were tracked in individual Word documents. Consultants spent roughly 60 percent of their time on routine queries that clients could have answered themselves if they had access to the right documents. The firm could not scale beyond 35 clients without hiring additional consultants.
Our Strategic Approach
We built a multi-tenant portal where each client organisation has their own workspace containing policy documents, handbooks, HR templates, and live casework summaries. Employees can submit HR queries through the portal and the system routes them to the assigned consultant with full context. A knowledge base of frequently asked questions handles common queries automatically. Casework management allows consultants to maintain case notes, track actions, and share updates with clients through the portal rather than email. Usage analytics show which clients are engaging and which may need proactive outreach.
Deliverables
- Multi-tenant client portal with organisation workspaces
- Document library for policies, handbooks and templates
- Employee HR query submission with intelligent routing
- FAQ knowledge base handling common queries automatically
- Casework management with notes, actions and client updates
- Usage analytics identifying engagement patterns
- Client onboarding workflow with document migration
- Consultant dashboard with cross-client workload view
Project Timeline
Service Delivery Mapping
Analysed consultant workflows, categorised query types and identified self-service opportunities across 35 client accounts.
Portal and Knowledge Base
Multi-tenant portal, document libraries, query routing, FAQ knowledge base and casework management.
Analytics and Admin
Usage analytics, consultant dashboard, client onboarding workflow and document migration tools.
Migration and Launch
Content migration for 35 clients, consultant training, client introduction programme and phased rollout.
Measurable Results
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