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SmartPayroll Adopts In-App Support to Improve Onboarding Process, Information Retention, and Engagement

employee support

Support Requests
20% Drop

employee productivity

Customer Satisfaction
18% Increase

customer retention

Increase Revenue and
User Adoption

SmartPayroll offers innovative, automated ways to handle various payroll processes. As many of these tasks happen monthly (or less often), the company turned to WalkMe to provide on-going, real-time support resources. After implementing WalkMe, Smart Payroll saw:

  • 20% drop in support requests
  • 18% increase in customer satisfaction
  • Increased revenue and user adoption

WalkMe frees up our support team from how-to requests so we can better engage with customers. Since we started with WalkMe, we have seen a 20% reduction in inbound support requests, which substantially lowered our support costs.

Chris Partridge

CEO of SmartPayroll

Executive Summary

SmartPayroll has transformed manual payroll processes with its innovative software. But the company recognized a need to improve their overall onboarding process and, specifically, find a way to offer on-demand training for processes that are only completed once a month or year. SmartPayroll wanted to focus on self-service support to save customer service representatives from simple “how-to” calls and allow them to focus on customer engagement.

SmartPayroll with WalkMe designed dozens of custom Smart Walk-Thrus that would guide users through important processes whenever required. WalkMe Insights allowed the SmartPayroll team to see exactly how users engaged with their software, and what they could do to optimize that experience. Since implementation, SmartPayroll has received fewer support calls, which users have reported improved customer satisfaction.

About SmartPayroll

SmartPayroll, headquartered in New Zealand, was founded in 2003 with the aim of transforming the time-consuming manual payroll administrative processes. The business software has over 10,000 customers across a wide range of industries and verticals. In recent years, the company has seen exponential growth, and has expanded their offerings to better streamline payroll processes.

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