How to build a scalable support model for payroll
Build an effective payroll support model with scalable systems and clear communication strategies.
This checklist outlines the foundational components needed to build an effective and scalable support ecosystem for payroll. From communication infrastructure to escalation workflows and metric tracking, each element is designed to support long-term growth and a smooth customer experience.
Overview
As your payroll offering grows, your support model needs to grow with it. This guide provides recommendations for:
- Building the right systems to manage inbound requests
- Structuring your support team
- Defining internal processes for resolution and escalation
- Operationalizing key metrics and communications
Recommendations for support initiatives
Ticketing system
Establish a centralized system for managing support requests. It should:
- Accept submissions via phone, email, and chat
- Allow your team to categorize and track issues
- Support reporting on volume and resolution time
A well-configured ticketing system is foundational for visibility and accountability.
Process for account assignment
Define how companies are assigned to support team members. Early on, subjective assignment may work well. As your team grows, use your CRM to auto-assign accounts based on predefined logic.
This ensures continuity in support and reduces gaps during handoffs or transitions.
Support model structure
Start with onboarding and support handled by a small group, then expand as volume grows. There are two common models:
- Team model: Best for environments with high volume, turnover, or shared responsibilities
- Dedicated support representative: Best when supporting more complex companies or offering high-touch service
If you opt for a white-glove approach, be thoughtful about scalability. The long-term goal should be to educate and empower companies to become self-sufficient.
Internal escalation paths
Map out how issues should escalate internally and consider the impact on other workflows. Document your escalation process and review it regularly.
Where possible, reduce escalations by building:
- A customer-facing knowledge base
- Embedded support content (e.g., tooltips, checklists)
Incorporating Check’s Company FAQs and Partner FAQs into your resources can reduce repetitive tickets and improve resolution speed.
Internal training program
Create documentation for all pilot processes and use it as the foundation for onboarding future team members.
Check recommends:
- A 4–6 week training plan
- Shadowing sessions for new hires
- Role-specific onboarding for support, onboarding, and implementation staff
This ensures knowledge transfer and consistency as your team expands.
Recommendations for operational effectiveness
Account assignment review
Reinforce your account ownership strategy across both onboarding and long-term support. This ensures that companies have a consistent point of contact and eliminates confusion around responsibilities.
Metric review cadence
Track and review data related to:
- Support ticket volume
- Onboarding status
- Response and resolution times
- Customer satisfaction (CSAT), if available
Set a recurring cadence to review these metrics and use the insights to improve workflows.
Communication strategy for payroll
Create a repeatable process for communicating important payroll-related updates, such as:
- Holiday schedules
- Product changes
- Legislative updates
- Failed funding notices
Check recommends using both product notifications and scheduled email campaigns to ensure companies are kept informed.
Last updated on March 31, 2024