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11 th Annual PayChoice Users Conference

11 th Annual PayChoice Users Conference. Support Update Bruce Arruda. Support Update. A couple themes that apply this year -. Support Update. “ We must all hang together, or assuredly we shall all hang separately.” Ben Franklin - at the signing of the Declaration of Independence.

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11 th Annual PayChoice Users Conference

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  1. 11th AnnualPayChoice UsersConference Support Update Bruce Arruda

  2. Support Update A couple themes that apply this year -

  3. Support Update “ We must all hang together, or assuredly we shall all hang separately.” Ben Franklin - at the signing of the Declaration of Independence

  4. Support Update “ The world hates change, yet it is the only thing that has brought us progress.” Charles Franklin Kettering – noted American scientist, inventor, and social philosopher

  5. Support Update • New Staff – • Janet Drumm – Support/Training • 20+ years Payroll Experience • Delivering PayChoice Basic Training • Updating curriculum

  6. Support Update • Weekly Support Meetings • Includes CS, Tech Support, Programming Staff, Environment Group • Current product & system issues • Planned upgrades or changes • Customer Service issues – Queue Review • Ladder of Customer Service

  7. Support Update • Internal Training • Concentrated Knowledge Transfer • Off hours training ongoing • Pre-release testing of products & enhancements • Designated time to work with top level programming staff

  8. Support Update • Call tracking “ Tune Up “ • Changed view to Big Picture • Tracking call topics • Activated system alerts for time critical requests • New steps for allocating resources

  9. Support Update • Help us help you • Mornings are best for general inquiries • Include co. name, contact, number • Our queue cannot support employees w/o training – there are options • Capture and forward all error details • If sending to specific rep - Cc Support • Length of calls is hard to predict

  10. Support Update • The Support Site – paychoice.com • Updated manuals – now PDF format • Basic, Advanced, Data Entry, Year End • Knowledge base a good start • Web GL & EE Services documentation • Webex Training sessions – over a dozen topics, reps from over 75 SBs attended • Expect another round prior to year end

  11. Support Update • The MOST critical piece – Survey our Customers • Will be out in the next month • Looking for ideas – needs are varied • We WILL listen and use as a tool to guide changes • Results will be shared

  12. Support Update • Quick look at product support • EasyChoice • Pc Server • Connection • ViewChoice • PayChoice ONLINE

  13. Support Update • EasyChoice program • File movement to PAI going well • Emails from us indicate action needed • Notify us if – • Receive consent request for unknown co. • Unable to create consent within 5-6 days • Client stops running payrolls • Send to easychoice@paychoice.com

  14. Support Update • ViewChoice • Enhanced sort options – by process • New delivery option: • ViewChoice on the Web!!!! • Bypass client firewalls • Email notification to client • Access whenever they like

  15. Support Update • PC Server • Version 2.45 increases reliability • All users should be here – 2.46 • Added support for Web GL • EasyChoice included soon • Next Release utilizes https • File encryption • Move ViewChoice files to Web

  16. Support Update • PayChoice Connection • New 6.1.2 CD is available • Includes updated HELP documentation • By year end, another cut to include: • New Help imbedded in the product • A standalone Query Builder • Employee Import option

  17. Support Update • PayChoice ONLINE • Growth continues, #s are impressive • Focused staff training • Basis for additional OE products • Enhancements are ongoing • Labor Allocation • Time Sheets

  18. Support Update • We’re Home So . . . • Staff at our Booth to field questions • System available to bring up products • Opportunity to meet the entire Support Team • Looking forward to meeting you

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