Communication in Full Service Embedded Setup
Streamline your Embedded Setup process with direct employer communications to enhance efficiency.
Overview
During Embedded Setup, Check operators migrate company level, employee level, and pay history payroll data from your employer's previous payroll provider into Check. During this process, it's common for the Check team to have questions and need clarification to ensure an accurate setup experience.
With direct to employer communications ("D2E") for Embedded Setup, Check communicates directly with employers, reducing the partner's operational burden by removing the need for the partner to act as an intermediary in back-and-forth between Check and the employer when questions arise during the setup process.
If you want to enable direct to employer communications, reach out to your partner operations manager or partner success manager.
Workflow without direct to employer communication
Embedded Setup support tickets have a specific routing for Zendesk contact info:
- Routed to account_contacts first.
- If no account contact, routed to Console User.
- If no User, routed to support_email
Workflow with direct to employer communication
Process
When Check requires additional information from an Embedded Setup employer, we will:
- Create a new ticket which will send an email to the employer, introducing Check and asking for the required information
- This can be sent to the employer's signatory email address, company email or a different email address specified by the partner in the Embedded Setup submission comment
- This ticket will CC the partner contact for this account, so you can stay up-to-date of all related communications. (The cc email address will be the same address the original setup ticket was sent to.)
- Send an update to the original setup ticket indicating that we have reached out to the employer, including a link to the employer ticket for reference
- Check will continue working directly with your employer until all information is captured and the setup process is complete. If the employer is unresponsive to Check, Check will inform the partner who should then attempt contacting the employer.
Partner Responsibilities
- When Check reaches out directly to an employer, partners have no immediate action required. However, partners can facilitate the D2E process by:
- Let employers know to be on the lookout for any email correspondence from Check during the Embedded Setup phase
- Set expectations with employers to provide responses and/or missing information within 24 business hours to ensure timely setup.
- After three unsuccessful attempts at contacting the employer, Check will alert the partner of the employer's unresponsiveness. The partner should then attempt to contact the employer.
- The partner is responsible for supplying the employer with verification reports once the setup is complete, facilitating the employer's first payroll run and providing ongoing support to the employer.
FAQs
How can I get started with D2E for Embedded Setup?
Please contact your Partner Operations Strategist and/or your Partner Success Manager to help you enable the feature.
Through what methods will Check interact with my employers?
Check will reach out to the employer via email, and may set up a phone call or video call with the employer if the employer needs extra assistance, such as with providing previous provider access.
Check will at a future point introduce inbound communications from employers who indicate they need help in a Check component.
What if I need Check to direct communications to a payroll contact that is different than the Company Signatory?
You can specify a different email in the "submission comment" when submitting the company to Embedded Setup.
Why does Check need to interact with my employers?
During the Alpha Phase, Check Operations team is reaching out to end employers for the following reasons:
- Check is unable to gain sufficient access the employer's previous payroll provider (e.g. Check did not receive a login invitation email, or the employer provided the wrong permission levels)
- The employer uploaded incorrect or insufficient reports
- Missing key information (i.e., banking information, benefit information, taxability, etc.)
- Resolving a complex payroll scenario in the implementation, and need end employer permission on the path forward (e.g., a unique benefit setup, earning types not as expected)
What's the expected response time needed to ensure timely first payroll?
We ask partners and their employers to provide a response and/or missing data within 24 business hours. Check will also provide responses within 24 business hours.
What if I don't want my employers to know about Check or Check's involvement in their Setup?
- All employer communications will be sent from an "@check.com" distribution list. We are unable to modify this. If you do not want an email sent from @check.com, we advise not participating at this time.
- We are open to feedback about Check's introductory language to employers.
What if an employer continues to be unresponsive?
After 10 business days of unresponsiveness, Check reserves the right to close the account. If the employer does decide to move forward with payroll, a new setup form should be submitted in Check's Console.
Last updated on September 30, 2024