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11th Annual PayChoice Users Conference Support Update

This update covers themes of support and training with new staff introductions, weekly meetings, call tracking improvements, customer service tips, and online platform enhancements. The text details internal training, customer service ladder, resource allocation steps, and essential information on PayChoice products and services. Attendees are encouraged to provide feedback via a survey and explore the latest updates on EasyChoice, ViewChoice, PayChoice ONLINE, and other tools. Don't miss out on the upcoming web training sessions and the opportunity to meet the support team at the conference.

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11th Annual PayChoice Users Conference Support Update

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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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