The Payroll Company

Communities & Lightning, A Customer Success Story.

Communities & Lightning Upgrade

How we helped The Payroll Company create an integrated knowledge base for clients and streamline their internal support processes.

Company Profile

The Payroll Company (TPC) manages regulatory compliance and creates efficiencies for organizations of all types and sizes. They offer cloud-based solutions integrating HR, payroll, talent, time, tax and benefits administration, 401(k) record keeping services, and regulatory compliance expertise. TPC also deploys Administrative Services Outsourcing (ASO) solutions, including total outsource human resources, payroll & benefits administration, or HR consulting.

Location

Middleton, WI

Industry

Human Resources

Solutions

Community Cloud, Lightning

Go Live Date

May 20, 2019

The Payroll Company Faced Four Big Challenges

upgrading support

TPC wanted to update its internal Salesforce database to better consolidate and integrate client information.

MULTIPLE ACCOUNTS SERVICING

TPC wanted a more efficient way to provide excellent customer service to clients with multiple accounts.

INTERNAL CONNECTIVITY

Internal communication between Outlook and Salesforce needed to be implemented.

accessibility

TPC wanted to make more information readily available to clients via Communities.

What made working with Emelar so great? Their people. They were responsive, knowledgeable, and make sure we stayed on time and within budget.

The Solutions

CUSTOMER COMMUNITY

Emelar provided a Knowledge Center for customers and used Community Cloud to create a Customer Community that gives customers a holistic view of their current enrollments, cases and related tasks.

STREAMLINING CLIENT SUPPORT

Emelar replaced the previous case management support portal, building a more efficient support process that allows clients to stay up to date on the progress of case tickets, communicate directly with TPC, and contact support.

SALESFORCE LIGHTNING

Emelar improved internal and external UI through TPC’s Salesforce Lightning experience.

The Results

HOLISTIC CUSTOMER TRACKING

The Customer Community now exists as a place where customers can see their current enrollments, cases and tasks through TPC.

SELF-SUFFICIENT CUSTOMERS

The Customer Community acts as a resource center linked to Knowledge articles so customers can self-serve through every stage in the process.

SIMPLIFIED CASE TRACKING

Customers with multiple accounts can now track case history for all of their accounts in one place, with one login.

CLEAR COMMUNICATION CHANNELS

There is now a record of all communication between TPC and their customers, as well as multiple channels through which TPC can communicate with their customers.