Paytime is a US-based firm that has been offering Payroll, HR and Time & Labor Administration options to companies for over 30 years. J.D Mulliken, Chief Info Officer of Paytime, and his associate Chris Raffle, co-founder of Upsert, teamed as much as revolutionize how their firm manages buyer interactions. Though the corporate primarily gives companies and merchandise to massive enterprises, the main focus falls on giving every interplay with clients and prospects a private contact and a extra humane face to the enterprise.
With a model philosophy that goals to supply exemplary customer support with every interplay, the 2 companions had been desirous to study which technological options there have been that might assist this mission.
J.D. has over 18 years of expertise within the know-how sector, which led him to acknowledge the significance of implementing initiatives that align with enterprise targets. Let’s see how Paytime was ready to make use of Sugar Serve and Sugar Sell’s capabilities collectively to supply every buyer a private contact and elevate buyer expertise to new ranges.
The Energy of Sugar Serve
Sugar Serve is an built-in customer support answer supplied by SugarCRM. It combines automation, case administration, information base instruments, and reporting capabilities to create a complete platform for delivering distinctive buyer assist. At Paytime, Sugar Serve perfectly matched their customer-focused approach.
Not solely did the corporate efficiently implement automated processes that remove handbook duties and interventions via Sugar Serve’s BPM, however Paytime additionally improved buyer satisfaction.
Automation: The Spine of Environment friendly Operations
Effectivity and accuracy are paramount within the payroll trade, the place each buyer interplay is delicate. By automating processes via Sugar Serve, Paytime ensures that buyer inquiries are effectively routed to the fitting group members. Relying on group availability and competency, Sugar Serve robotically identifies which agent will almost definitely have optimistic outcomes in every open case or service inquiry.
Sugar Automate helped Paytime automate extra processes that enabled them to spice up the degrees of CX. Amongst these processes, they targeted on monitoring and automating buyer onboarding. Because of this, Sugar Serve helped the group at Paytime improve agent productiveness and cut back total service prices. Automation additionally performed a significant function right here, serving to J.D. guarantee a clean transition from the gross sales stage to implementation.
Good Case Administration and SLAs
With a sturdy case administration system and well-defined service degree agreements (SLAs), Paytime successfully streamlined its service operations. To higher handle circumstances and determine pressing conditions, Paytime robotically assigns an urgency degree to every new inquiry as quickly because it reaches their service desks. This manner, the corporate efficiently ensures that pressing issues are addressed promptly whereas much less crucial points are managed effectively. This strategy helps them oversee and handle excessive workloads and ensures that no pressing circumstances fall via the cracks, helping the service group to excel in working based mostly on a transparent framework.
Once more, Sugar Serve helped the group guarantee the proper degree of service, boosting CX and constructing a loyal buyer base.
Synergy Between Gross sales and Service
One of many crucial success elements for Paytime was the tight integration between Sugar Sell and Sugar Serve. The 2 options assist Paytime combine and compile information from two completely different however equally important sources. Additionally they assist them build a clear, cohesive view of their prospect and customer needs and expectations.
To today, the mixing permits seamless collaboration between gross sales and repair groups. The 2 built-in options present a complete view of buyer interactions and allow them to work collectively to realize buyer satisfaction and enterprise progress.
Measuring Success and Steady Enchancment
Following the preliminary implementation and onboarding part, Paytime’s engagement with Sugar Serve and Promote was an ongoing journey. The group at Paytime remained dedicated to a data-driven strategy, leveraging key efficiency indicators to gauge the effectiveness of their adoption and adapt to evolving enterprise dynamics.
They monitored the efficiency of Sugar Serve and Promote by evaluating quantifiable metrics, which included response instances throughout enterprise hours, charges of case closure, and suggestions obtained via buyer satisfaction surveys. This continuous measurement and evaluation allowed them to proactively optimize their customer support and gross sales processes, making certain that the options remained aligned with their evolving wants and priorities.
This data-driven strategy empowered the administration group to make knowledgeable selections, regularly improve their service operations, preserve a low case backlog, and keep on high of their workload.
Elevating CX With Sugar Serve
Paytime’s expertise with Sugar Serve is a primary instance of how built-in customer support options can result in important transformation. By automating workflows, adopting clever case administration, and selling cooperation between gross sales and repair groups, they not solely enhanced the shopper expertise but additionally realized concrete enterprise advantages.
Paytime’s service journey is a supply of inspiration for corporations aiming to supply excellent service and obtain success via technology-driven options.
Should you’re considering studying Paytime’s full story, watch our Fight Churn and Enhance Visibility with a Single Source of Truth webinar. Or, in case you’re considering studying the newest CRM insights, don’t hesitate to obtain our 2024 State of CRM Report.
