The client onboarding experience at Payslip

November 17, 2021 | David Daly 5 Mins read

A new client on boarding is hugely important when establishing an early relationship with our valued customers. These are the initial touchpoints that matter-everyone is new to the process and taking time to understand needs as well as methods of working together.

Communication and collaboration are essential as any global payroll implementation or client onboarding project will always involve multiple stakeholders. Various different skill sets are needed at different points in the process.

Payslip follow an implementation playbook that we have developed internally based on our experience with our global client base. We recognize the importance of the onboarding experience and fully understand the need our clients have to get up set up on our global payroll control platform as quickly and efficiently as possible.

In this article, we’re going to talk you through some features of the onboarding process here at Payslip so that you can get an idea of what it is like working with our global team and how we go about ensuring all of our clients receive the very best experience possible when joining Payslip for the first time.

It’s all about people

Global payroll processing is about a lot more than getting people paid. Relationship building has a major role to play, and here at Payslip, we prioritize this crucial part during the client onboarding experience.

We like to get to know the key stakeholders involved in the onboarding project, learn who will be around after the initial implementation ends, and get an early feel for client expectations when it comes to service delivery, communication style and query resolution.

During this early stage we are paying close attention to everything our clients say-which parts of the implementation are most important to them, what they want to focus on first and what they’re happy to leave until a later day. It is all about them-as soon as we have gathered the information we need to know, we work quickly to set up a process that ensures we deliver what it is they have asked us for. Then we like to go beyond expectations and deliver more than what they have asked us for!

Communication styles are an important part-some people like to talk a lot on calls and get into very specific details, others talk in generalities while others tend to go into listening mode. It’s a diverse mix, fortunately we are used to all kinds of personalities as we work with individuals in different departments all the time; from senior global payroll professionals to human resources managers to finance executives.

While always accounting for individual nuances and personality types, we generally find that people mostly have the same goals-they simply want to get things done as quickly and efficiently as possible and be set up on a system that delivers what it should deliver and enable them to be self-sufficient after an acceptable period of training and support time. People simply feel a greater sense of control when they can do a job themselves-this is one of the reasons why the self-service features on our platform are so popular.

Next, it’s the data

Standardized and consistent data formatting has a major role to play in global payroll processing. We talk about this a lot during the onboarding process because we know that the joint, collaborative efforts we make when it comes to cleansing and standardizing the data across multiple different payroll countries, at the start of the implementation project, will reap dividends in the long run.

Put simply, everything about global payroll delivery and management becomes easier and smoother when global payroll professionals across a range of countries are operating with standardized data and standardized processes. This may sound like common sense, but you would be surprised at just how rare it is-the nature of global payroll is complex, and nuanced-it is different in every country, which is why so many global organizations struggle with payroll data issues.

There is simply a lot of data out there and the nature of global payroll means that it is coming from different systems in different formats. This creates major challenges for global payroll delivery as well as reporting, which relies heavily on quality data.

Mapping and formatting multiple different pay elements are a hugely important part of the client onboarding process. Once the standardization of data is applied on our global payroll control platform, it can then be easily duplicated across countries. We standardize both the data and the operational processes and then look who introduce automation where there are repeatable or recurring tasks. This applies structure to the daily payroll process across all of the client counties. Clients then find themselves with a scale up advantage for growth efficiency because they have a standardized process for their payroll countries that can be duplicated, ensuring that they can scale with speed when they need to.

They don’t really need to hire any new global payroll professionals when they expand as an organization into new countries, they simply scale the system instead of the man hours. The hard work they put in with us at the initial standardization phase pays dividends in the long run especially when it comes to growth efficiency and capturing new opportunities in new countries quickly.

Testing and go live

Before any client is onboarded, we will have already gathered a lot of information about their current payroll processes as well as their priorities for the future. During onboarding, we have a clear picture of how they want their daily global payroll processing to look, and we set up their data and processes to ensure we deliver this to them.

We then start testing so that we can see what this might look like in a live environment, resolve any niggles or issues as well as anticipate some future needs that they may not yet have thought about.

We then do a parallel run so that we are 100% certain everything is ready for the go live date. After that, we get the green light from the client to go live, and they are up and running on our global payroll control platform.

Ongoing support for client success

During the initial onboarding period, once the early platform training and support has been completed, each client is also assigned a client success manager. This is the person who really understands the clients objectives and day-to-day needs. They provide continuous support to ensure client success-regular calls, emails and support sessions. They escalate any issues to tech support and are also on hand to help the client become familiar with additional features of the platform that they may not have yet had time to look at or learn about.

Reporting is a good example- it may take a few months for all client data to accumulate in the system and their initial priorities will be on day-to-day payroll delivery. But after a while, they will no doubt be interested in the story behind the figures-so a client success manager can show them a range of different global payroll reports that they can run that can help them analyze and compare payroll processing costs across all of the countries in their network.

It’s all about making sure they get full value from all of the digital tools and features of the platform. During onboarding, we provide demonstrations of what these tools and features can do for the client and then we provide support training so that we can move them along to the point where they become self-sufficient using them.

Our job is to give our global clients the tools they need to process global payroll in a smarter, faster and more efficient way. It is also our job to ensure that the wider company they work for becomes growth ready and that global payroll becomes an enabler to the growth efficiency that all high growth organizations are seeking to achieve.

This is bigger picture thinking but it cannot become a reality unless the foundations are laid during the hugely important client on boarding phase. If you would like to learn more about what it is like to be onboarded to our global payroll control platform, our team is ready and waiting to give you a platform demonstration-just get in touch.

 

For information on the Payslip Platform contact us today.

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Using Payslip, we can manage all our payrolls across nine in-country vendors on one platform. When the global Covid-19 pandemic arose, it was not an issue from a payroll perspective, and critically getting everyone paid. The Payslip platform enabled continuity for our international payroll service including the fast and seamless implementation of the Payslip Employment Self Service during this time.

Colin Smith

Payroll Manager, LogMeIn

Payslip as a technology platform has added a missing piece in our payroll set-up. As an international company with offices in 16 countries, it’s important to us that every employee at GetYourGuide has the same great experience when accessing their pay data.

At the same time, we work well with smaller local payroll providers, supporting us with direct local expertise in their countries. We were able to combine those two elements by placing the Payslip platform in the middle, to simplify reporting and communication with local providers, and to have one simple employee-facing solution across all locations.

Julian Fichter

Head of HR, GetYourGuide

With business and employee growth rates of above 50%, we rely on our vendors to deliver on time, every time. Payslip’s workflow automation, enables Phorest to manage our payroll provider process – data driven, real time and transparent. Payslip saves us time so we can focus on our business growth.

Ana Kelly

International Payroll Manager, Phorest

Payslip positions your team for success, and allows you to onboard hundreds of people when you need them very quickly and efficiently, in the same way for each country. The uniformed approach empowered our payroll teams to keep pace with our business.

Payslip also made our payroll process entirely transparent, which is invaluable to our payroll teams as we continue to grow and scale at such a rapid pace.

Travis Saville

HR Systems Lead, Wave