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By Andrew Hinchliff

Topics: Payroll


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Now’s a great time to re-evaluate your current HR and payroll provider. If you’re not completely satisfied with your current provider, you should consider signing up with a better one.

Not sure what to do? Ask yourself these five questions to determine if you need a new HR and payroll provider.

1. Does Your Provider Answer the Phone When You Call?

From time to time, you’ll need to call your provider. Maybe you have a question about your bill or you have a technical issue that needs to be resolved. When you call, you need to be helped right away. You don’t have time to repeatedly call to try to get through. You don’t have time to wait on hold for hours.

While some of the large providers don’t seem to prioritize phone service, that’s not universal. There are still providers out there that invest in customer service and are easily reachable by phone.

2. Do You Usually Get Good Customer Service?

Getting someone to pick up the phone is nice, but that person also needs to be able and willing to help you. If you find your provider’s reps are often untrained, rude, or just disinterested in helping you, it’s time to switch. There’s no reason to settle for such poor customer service. As a paying customer, you deserve to be treated much better.

When you search for a new provider, look for a company that provides full support. Every account should have dedicated staff to ensure the highest level of customer service. When you call, you should be able to talk to the same helpful, knowledgeable people every time.

3. Is Your HR and Payroll System Easy to Use?

While some aspects of HR and payroll can be challenging to manage, technology shouldn’t be one of those challenges. Your HR and payroll system should make your job easier, not harder. If you’re still having trouble learning how to use the system, find a new one. If it takes a long time to train new employees on the system, it’s also time to move on.

There are many user-friendly systems on the market. As you explore new providers, look for free trials or demos of their systems. Make sure you try a new system and test its ease of use before you commit to anything.

4. Is Your HR and Payroll Provider Reliable?

Human resources and payroll are essential functions for businesses. They need to be completed on time, every time. They need to be accurate. If your provider’s system isn’t reliable, your business could struggle to stay on top of its obligations. Employees could be paid improperly or not paid on time. That’s unacceptable.

If you’ve had any reliability concerns with your provider in the past, it’s time to find a more reliable company. Your provider’s system should always be accessible when you need it, not down for inconvenient maintenance. The system should calculate all data accurately.

5. Has Your Provider Raised Its Prices?

If you’ve been with your current provider for a few years, it may have raised your rates multiple times. You might not even know what you’re paying for anymore. Your previously great rate could now be higher than the price of comparable services.

Instead of accepting more price increases, consider shopping around for a more competitively priced provider. Find out more information about your new provider’s rate increase schedules so there are no surprises.

The answers to these five questions will help you make a decision about your HR and payroll provider. If you’re ready to switch payroll companies, act now.


Andrew Hinchliff

With over 30 years of experience, Paymedia’s Chief Operating Officer Andrew Hinchliff is a seasoned global business leader and results-driven human capital and workforce strategist who is well-versed in human capital management, workforce management, payroll outsourcing, and benefits administration. He’s passionate about strategy and innovation and is regularly sought out for assignments that create disruptions to current business models and practices. Andrew is actively involved in coaching youth football and is an avid golfer. His strong beliefs in philanthropy have him “giving back” by volunteering for a host of charitable foundations and community-based events.

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