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By Dianne Rudolph

Topics: Payroll


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You’ve noticed a problem with your payroll. You pick up the phone to call your provider. The phone rings and rings before you’re finally put on hold. You wait, but no one picks up. You decide to call back later. Each time you try to call, you’re on hold for a long time.

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Frustrated, you decide to email instead. You send off the note to your customer service representative. It bounces back, informing you this person is no longer with the company. You try the general client help address. Then you wait for days on end, hoping to get a response.

Does this sound like your relationship with your payroll provider? If so, it’s high time you considered switching.

Neglectful Providers Hurt Your Business

When you can’t get a hold of your payroll provider, your business is suffering. Mistakes go unresolved. Some of them may seem small now, but they could cause bigger issues down the line. Trying to get an email response or someone on the line feels next to impossible.

When you do get someone to respond, you quickly find getting a solution in place is a lot harder than it should be. The representative may ask to call you back after they’ve talked to a manager or supervisor. No one calls you back. If you are given a solution, it’s unsatisfactory or doesn’t actually resolve the issue.

Even if the issue is resolved, you notice that it happens again. Or maybe a new problem crops up, starting the cycle all over again. This cycle is harming your business.

Losing Time and Money

By signing up with a payroll provider, you were no doubt hoping to save time and money. Payroll is an important task for any business with employees to pay, but it can also be quite complex and time-consuming. By handing it off to the experts, you were hoping to free up your time. You were also hoping they could help you save money by avoiding mistakes and speeding up the process.

If you can never get a hold of your payroll provider, however, you’re actually losing time and money. If there’s an issue you need sorted out, you’re going to spend precious time waiting on hold for the next available agent, waiting for delayed email responses, or even just trying to hash out a solution.

This is costing you money as well. Every minute you and your HR team puts into payroll is a minute you could have put toward another, more important task in the business.

Making a Switch

If you’ve had difficulty getting a hold of your payroll provider once or twice, or they’ve only made a minor error once in the many years you’ve worked with them, it’s probably not time to cut ties just yet.

If this is an ongoing struggle for your partnership, however, it’s likely time for you to rethink working with this particular provider. In fact, it’s likely time for you to consider switching providers altogether.

Many business owners and HR managers hesitate to suggest switching payroll providers. After all, it may have been a time-consuming and intensive process for you to get set up with this provider in the first place. You may be concerned about breaking your contract.

Be sure to check the fine print in your contract terms. Most do have clauses about terminating the agreement, but there may be penalties. As for concerns about the paperwork involved in switching, you may not need to worry. If you’re using the right payroll processing technology, your data can be switched between carriers with ease.

It’s Time for Better

You need excellent customer service to continue growing your business. What’s more, you deserve a partner who’s as invested in your business as you are. The right payroll provider is out there.


Dianne Rudolph

Dianne is the Vice President of Sales and Marketing at Paymedia, LLC. She has a demonstrated history of working in the management consulting industry. Skilled in crisis management, business planning, customer acquisition, and coaching, she is a strong sales professional with 25 years of experience in the payroll industry. Through Paymedia, she offers clients results through iSolved, a platform that meets their needs today and that they won’t outgrow tomorrow. With five years' experience as an entrepreneur, Dianne has also taught herself how to launch and manage a successful business from the ground up. She lives has two grown children. As an empty nester, it gives Dianne time to pay it forward in her free time. Her mission is to help and give back. Her true inner peace is found at the beach and through yoga and massage.

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