The challenge

Thousands of small and mid-size business employers adopted our client’s payroll product and their accounting practices varied widely. The volume and complexity of payroll history reviews, tax amendment needs, and case management simply exceeded what the company could handle internally.

Much was at stake in the unforgiving realm of payroll processing where data entry and documentation errors can trigger IRS audits, financial penalties, and erosion of trust.

Our solution

TTEC built a bespoke operating model for our client from the ground up. Among the processes we designed and deployed:

• Proactive outreach: Our associates initiated contact with employer customers within four days of onboarding
• Back-office virtuosos: Working directly within employer records, our team reviewed payroll documents and prepared tax filing documentation
• One-on-one syncs: TTEC associates engaged in daily meetings with our client
• Communications: SMB customers could easily access status updates and request documentation