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How Beacon Helped HRMS Platforms Reduce Support Tickets by 80%

  • Writer: Shahruk Mohammad
    Shahruk Mohammad
  • Mar 14
  • 3 min read

Updated: 2 days ago


HR management software (HRMS) platforms are essential for modern businesses, enabling companies to manage payroll, recruitment, benefits, and compliance seamlessly. However, these platforms often face a significant challenge: a high volume of support tickets due to complex user workflows, frequent policy updates, and evolving compliance requirements.


Beacon, an AI-powered support automation solution, has helped leading HRMS platforms reduce their support ticket volume by 80% by enabling AI-driven self-service, real-time troubleshooting, and workflow automation.


Challenges Faced by HRMS Platforms


HRMS platforms serve thousands of businesses and employees, each with unique requirements. Some of the most common challenges these platforms face include:


  1. High Volume of Support Queries – HR teams frequently raise support tickets for payroll discrepancies, tax compliance questions, system access issues, and onboarding workflows.

  2. Repetitive Requests – Users often struggle with similar tasks, such as resetting passwords, updating employee records, and configuring leave policies.

  3. Complex Configurations – HRMS platforms require customization based on company policies, which can result in frequent back-and-forth interactions with support teams.

  4. Lack of Instant Resolutions – Traditional support models rely on human agents, leading to long resolution times and inefficiencies.

  5. Scalability Issues – As HRMS providers grow their customer base, scaling human-driven support operations becomes costly and unsustainable.


Beacon’s AI-Driven Solution


Beacon introduced a transformative AI solution designed specifically to handle HRMS-related queries, automate workflows, and enable instant issue resolution. Here’s how Beacon made an impact:


1. AI-Powered Self-Service for End Users

Beacon trained its AI on the HRMS platforms' UI and knowledge base, allowing users to get instant answers without raising support tickets. Instead of searching through documentation or waiting for support agents, employees and HR professionals could receive real-time responses directly within the platform.


2. Automated Issue Resolution

Rather than just providing information, Beacon took action on behalf of users. If an employee needed to update their tax information or correct payroll discrepancies, Beacon could execute these actions within the HRMS system, eliminating the need for manual intervention.


3. Intelligent Troubleshooting

Many HR-related support issues stem from system misconfigurations. Beacon proactively identified configuration errors, provided suggested fixes, and guided HR teams through the resolution process, reducing dependency on human support.


4. Proactive Assistance and Notifications

Beacon helped HRMS providers prevent issues before they escalated. It proactively notified users about missing compliance updates, suggested policy adjustments based on company needs, and guided HR teams through changes before they required support intervention.


5. Integration with HRMS Workflows

Beacon seamlessly integrated with HRMS platforms without requiring API exposure or deep system modifications. It provided contextual recommendations, automated repetitive tasks, and improved user efficiency without disrupting existing workflows.


Impact and Results


After deploying Beacon, HRMS platforms saw significant improvements in their support operations:


  • 80% Reduction in Support Ticket Volume – Users resolved their issues independently, decreasing reliance on support teams.

  • Resolution Time Reduced from 3 Hours to Under 15 Minutes – Automated actions and AI-driven guidance significantly improved efficiency.

  • Employee Engagement Rate Increased from 30% to 62% – More users actively engaged with the platform without needing external support.

  • HR Teams Spent 50% Less Time on Administrative Queries – AI automation streamlined routine HR tasks.

  • Support Costs Decreased by 40% – HRMS providers reduced operational expenses with AI-driven support.

  • Client Retention Improved by 25% – With a more efficient support experience, HRMS providers saw increased satisfaction and renewal rates.

  • Increased Product Adoption by 400% – AI-driven guidance enabled users to explore and utilize more features effectively.

  • Higher Net Promoter Score (NPS) by 20 Points – Enhanced user experience led to improved satisfaction and brand advocacy.


Future of AI in HRMS Support


The success of Beacon demonstrates that AI-powered automation is the future of HRMS support. By integrating intelligent AI solutions, HRMS providers can enhance user experiences, improve efficiency, and scale their platforms without the burden of growing support costs.


As AI continues to evolve, HRMS platforms that adopt proactive, action-driven support solutions like Beacon will gain a competitive edge in delivering seamless HR operations.


For HRMS providers looking to optimize their support operations and reduce ticket volumes, adopting an AI-powered assistant is no longer optional—it is essential for long-term growth and customer satisfaction.


Get Started with Beacon


If you're an HRMS provider looking to reduce support tickets and improve user experience, Beacon is the solution you need. Our AI-powered support automation helps businesses scale efficiently while keeping support costs low.


Book a Demo today and see how Beacon can transform your support operations. Contact us now to get started!

 
 
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