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Yep, it’s true: it’s been almost a quarter of a century since Payworks first opened our doors. Throughout that time, we’ve seen businesses like yours shifting, adapting and changing to reflect not only the current landscape, but also proactive anticipation of the seasons and years ahead.
And while we’ve never lost sight of what’s always made us unique – the client-favourite combination of modern workforce management tools and dedicated, one-to-one service – we’ve kept on growing right alongside you all, because the fact is that you inspire us!
This Customer Service Week, we’re taking a look back at how we’ve evolved our service offering over the past just-about-25 years to align with what Canadian businesses from coast to coast need now.
“My CSR has done an amazing job on our account. He is responsive, knowledgeable, and always on the lookout for issues with my company's payroll. And I know first-hand how difficult our payroll can be with contractors, employees, vacation and time-off requests, and HR issues. As a result of working with him, our company has grown 3x since we started with Payworks two years ago - a true testament to how efficient and on top of the ball he is.”
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HLL Consulting
Winnipeg, MB
Fast and flexible service
“When I was first hired, I remember speaking with different folks in the organization about the ‘non-negotiables’ of Payworks’ service offering,” recounts Jill Baczynsky, who joined the team as our Director of Service in 2021. “No one hesitated for a second – the personalized service model was as foundational that day as it was when our Co-Founder Barb Gamey first put her vision for the business down on paper.”
As time has passed, this remains unchanged; however, we’ve also continued strengthening our ranks to ensure that if your Client Service Representative (CSR) is on another call or a well-deserved vacation, you’ve got an even broader crew of National Payroll Institute-trained Payworks CSRs who are happy to provide support (and who already have access to the details of your business – more on that below).
“I talked to two different Client Service Representatives this afternoon on a rather complex payroll situation (complex to me, anyway) and they were both very helpful and prevented me from making what could have been a big mistake on my part! You guys are awesome – love dealing with you!! Thanks again!”
- Sweet Southern Oven Bakery
Assiniboia, SK
Diversifying our offering
“The more years we’ve spent getting to know all of you and your businesses, the more we’ve come to understand that one size definitely doesn’t fit all – for our clients or our own team!” shares Jill.
Our growth and exciting expansions into previously-uncharted territories have opened up new opportunities for our Service staff. For some, being counted on by clients with only a handful of staff as more or less a member of their own team fills their cups; for others, helping organizations with hundreds of employees to untangle the complexities of corporate payroll is where they’ve found their purpose.
Regardless of your business’ size, you may find yourself in a situation where your staff has turned over since you first came on board with Payworks, and the newbies could use some training. Our Client Training team has more than doubled in recent years (heck, even months!) and is here to bring your whole crew back up to speed.
Or maybe your circumstances have changed (a staff retirement, new legislation in your region, a growth opportunity you’d like to chase and for which you need to make room in your day, or otherwise) and you’re looking to hand off the day-to-day of payroll administration to our team. Our Managed Payroll Services group has grown 10 times over in the last 10 years (no, that’s not a typo) and is here to help you move from “doing” to “approving” your payroll, if that’s the right fit for where you are right now.
As one of our Managed Payroll Services clients recently shared…
“I want to give a big shout out to Payworks. I feel like they are part of our staff team - always there and always ready to help within literally a few minutes of a request. They know how to calm us down and make sure payroll is done right. After all, we value our staff and want to make sure that they are well taken care of. Thanks to the whole team.”
- The Concordia Foundation
Winnipeg, MB
Better communication through technology
Some of our veteran staff recall the days when a “client file” was literally just that – a colour-coded folder of paper that had to travel from one CSR’s desk to another. But with a Service team that’s more than doubled in the past five years and our flexible work policy, we sure are glad to have gone digital many years ago!
Ultimately, we needed a more effective way to communicate with each other so as to better support our clients. Our Customer Relationship Management (CRM) system ensures that everyone at Payworks with whom you’re speaking is up to speed – because you’ve got better things to do than to repeat your question or your story anytime you reach out.
Another major tech win? The in-house development and introduction of our new Chat functionality, which has become available to select clients over the past few years. “Maybe you’re sharing a workspace with others, such that you aren’t free to work out the details of someone’s payroll out loud; maybe you’re multitasking and aren’t able to pick up the phone,” says Jill. “Ultimately, sometimes a phone call just isn’t feasible and a quick online chat is all you need!” If that sounds familiar – yep, we’ve got you covered.
“I just used your Chat, and what an amazing experience! Your employees are so knowledgeable. Very helpful and quick response.”
- Connexus Church
Barrie, ON
No matter how it’s delivered, Service is one of the pillars of why 98% of clients who choose Payworks choose to stay.
“On a consistent basis, Payworks has made sincere efforts to assist me and support me as I navigate the world of running a company. My CSR has been a phenomenal source of support and comprehensive learning. Also, my experience with calling the toll-free administrative assistance team has been phenomenal. Payworks has wonderful software, and just as importantly, if not more, they have wonderful people who are willing to help and support the ongoing process of managing and running a business. Thank you Payworks!”
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Leisure Way Group Home
Cypress, AB
If you’re ready to take a breath and experience the relief of leaning on the industry’s best service – whether you have thousands of employees or just one – let us show you how we’re different: https://www.payworks.ca/about-us/service-onboarding.
