When running a business you strive to meet your customers’ goals and deliver a high level of satisfaction. The same should be true of your payroll company. Since payroll is such an important element to keeping your business moving and employees happy, providing excellent customer service is imperative and you should expect this from whatever payroll services company you choose. Regardless of how small your company is, you should evaluate your payroll company based on whether or not they are meeting your needs.
For example, you may be working on getting payroll out at the end of a week. If you run into a technical issue on the payroll provider’s website, you will need answers quickly, not in hours. If you can’t get what you need when you need it, you are dealing with a ticking time bomb. Not getting an employee their paycheck can easily spiral into bigger problems that have further implications.
When having an issue with your payroll services, it is reasonable to expect a call back within 1 to 2 hours of initially requesting an answer.
As you are thinking about customer service, consider how many different customer service departments you currently have to interact with depending on your problem. When it comes to lowering the cost of labor, we see this as a symptom of a larger problem. If you are working with a PEO, you can potentially have your payroll services, workers’ compensation insurance and employee benefits all connected to one customer service line and in many cases one individual. This model provides quicker turnaround, more efficiencies, and happier employees as problems are resolved much faster.
The best way to diagnose any potential problems with your payroll is to invite an expert to conduct an analysis of your current arrangement. If you are currently with a PEO and it’s been more than one year since you’ve had an expert look at your payroll services setup, now is the time to revisit this topic.
If you are considering a change from your current payroll provider, connect with us and we can talk with you about all the options that are available and that best suit your business needs.