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Founded by a team of government licensing specialists and technology trailblazers, Harbor Compliance is a leading provider of compliance solutions. The company’s goal is to simplify complex regulatory requirements and enable businesses and nonprofits to stay compliant with confidence.
https://www.harborcompliance.com/Lancaster, Pennsylvania
Regulatory Technology
Challenge
Harbor Compliance’s two-member People Ops team supports over 200 employees across departments. With HR requests pouring in via Slack, the team struggled to track, prioritize, and resolve queries effectively. Messages were getting buried, repetitive questions consumed bandwidth, and manual trackers created operational overhead.
Solution
Harbor Compliance implemented ClearFeed’s AI-powered internal helpdesk for Slack to streamline HR support. ClearFeed introduced structure and visibility without changing employee behavior. Features like automatic ticket creation, intelligent routing, AI-powered answers, SLA tracking, and reporting helped the team manage all HR queries directly in Slack with zero missed requests.
Impact
With ClearFeed, Harbor Compliance has transformed HR support on Slack. The People Ops team now manages high volumes of employee requests seamlessly, resolves most within 1–2 business days, and reduces manual effort through automation and AI-powered answers. Employees get faster, transparent, and reliable HR support - reflected in a strong CSAT score of 4.9/5.
Harbor Compliance helps businesses and nonprofits across all 50 U.S. states simplify and manage their licensing and compliance requirements. As a remote-first organization operating in a highly regulated industry, Harbor Compliance places a strong emphasis on creating a reliable, supportive, and transparent employee experience.
At the center of that experience is the People Operations team - a lean team of two members supporting 200+ employees across departments. Despite their small size, the team oversees a wide array of functions: from HR operations and benefits to onboarding, engagement, compliance, and payroll.
With Slack already at the center of day-to-day work, Harbor Compliance’s People Ops team made a conscious decision to use Slack as the primary channel for internal support. It allowed employees to reach out quickly, ask questions in context, and easily loop in relevant stakeholders.
The approach worked well early on - conversations were fast, informal, and easy to manage. But as the company scaled and requests grew in volume and complexity, the limitations of Slack as a support tool began to show.
As HR request volume grew, the People Ops team found themselves spending more time managing conversations than actually resolving them. Without a structured system, it became difficult to stay on top of requests, especially during high-volume periods like payroll or benefits enrollment.
Some of the key challenges included:
These challenges highlighted the need for the People Ops team at Harbor Compliance to find a scalable way to manage support in Slack, without changing how employees reached out.
"More metrics, more info is always appreciated"
As manual tracking became unsustainable, the People Ops team began evaluating tools that could help them scale internal support. They wanted something lightweight, intuitive, and designed for Slack. ClearFeed stood out by offering just that: a structured way to manage requests, without forcing any behavior change.
Now, with hundreds of employees at Harbor Compliance raising HR requests in Slack, ClearFeed powers the entire support flow - bringing structure, visibility, and automation to every interaction, while helping the lean People Ops team deliver consistent, high-quality support at scale.
Here’s how ClearFeed’s Internal Helpdesk transformed Harbor Compliance’s HR Support operations:
1. Unified View of HR Requests: Harbor Compliance now centralizes all customer requests in a single Triage Channel, allowing them to:
2. Automatic Ticket Creation in Slack: ClearFeed detects support queries in Slack and instantly converts them into structured tickets. This keeps all communication tied to a single Slack thread and ensures no request is missed. This reduces mental overhead especially during high-volume periods.
3. Automated Request Categorization & Routing: ClearFeed automatically tags each request and routes it to the appropriate team member based on custom workflows. This ensures every query - whether about payroll, benefits, or onboarding - reaches the right person without manual triage.
4. Auto-Resolving Common Queries with AI Agents: Harbor Compliance integrated ClearFeed with their Google Drive-based knowledge base to reduce repetitive queries. When an employee asks a question, ClearFeed’s Virtual Agent scans existing documents and auto-respond to queries with relevant answers instantly.
5. Managing Sensitive Requests in Slack: Harbor Compliance handles a variety of private HR requests with ClearFeed's Private Ticketing feature. These requests are managed discreetly and securely within Slack.
6. Proactive SLA Management: ClearFeed provides Automated Reminders for unresolved requests, ensuring requests are promptly addressed without manual follow-ups. ClearFeed’s AI-powered SLA alerts proactively notify support teams when a request is approaching its response or resolution deadline. This allows them to stay on top of response commitments and maintain consistent service levels for their employees.
7. Reporting and Tagging for Insights: With every ticket categorized and tracked, the team at Harbor Compliance now has visibility into recurring issues, peak support times, and the types of questions coming in.
The implementation of ClearFeed has transformed Harbor Compliance’s HR support workflow. Employees could raise tickets through Slack, and discussion threads could be converted into tickets, ensuring unified support and efficient query resolution.
With continued growth and potential acquisitions on the horizon, Harbor Compliance sees ClearFeed as a critical part of scaling HR support, without sacrificing speed, visibility, or employee experience. As the team looks to standardize operations and expand coverage, ClearFeed will remain the backbone of their support strategy inside Slack.
If you are curious to learn how ClearFeed can streamline and enhance your support in Slack, contact us at support@clearfeed.ai or book a free demo with our support experts.
