Communication Flow between Client and OnTop

To ensure an organized and traceable handling of employee-related novelties or requests, OnTop has defined a clear communication flow. This avoids confusion and ensures timely attention to all cases.

Important:

There is no direct communication between the client and the Employee Care Analyst (ECA). All communication must follow the established channels.

Options to report a novelty

Option A: Through the Account Manager

1. The client informs their Account Manager about the novelty or request.
2. The Account Manager reports it to the Employee Care Analyst.
3. The Employee Care Analyst receives and handles the case internally.
4. The novelty is processed and completed.

Option B: Through the Platform

1. The client submits the novelty directly via the OnTop platform (e.g., Typeform form).
2. The Employee Care Analyst receives the request and proceeds to manage it.
3. The novelty is processed and completed.

Recommendations

• Avoid using unofficial channels such as WhatsApp or personal emails.
• Always include complete information to prevent delays (employee name, type of novelty, dates, etc.).
• Always check deadlines for submitting novelties, especially payroll-related ones.