Partners are SwipeClock’s Top Priority
Complaints about customer support are one of the main gripes people have with the companies they do business with. For SwipeClock, the opposite is true. SwipeClock’s support organization, developed by recently retired Mark Cook, who was Vice President of Operations and ran day-to-day by Kari Ashby, are regularly praised by its partners who sell the company’s workforce software to their clients. Currently, SwipeClock has 900 partners that provide payroll services to more than 29,000 employers across the United States.
In charge of finance, support, IT, and logistics, Cook saw partners as SwipeClock’s biggest asset. “We really had a unique business model, that made supporting our payroll partners a top priority,” he said. “Because of that, we needed to be experts at helping our partner channel succeed. When they grow, we grow.”
With broad experience understanding how to grow companies, Cook set up a unique and innovative support organization. While many organizations direct their customers to send an email or make a phone call, SwipeClock has encouraged partners to start with its Support Center.
Broad Knowledge Base
“We found that the majority of our partners want to start the support process by reviewing our knowledge base for the answer to their question,” said Cook. “This is different from most companies because of our focus on always keeping the knowledge base up to date with new information.” After a ticket is answered the support staff adds any new information to the knowledge base. This way, when another partner has a similar question, the answer is found at the first step of the process.
“Our goal with the Support Center was for the knowledge base to include answers to questions outside of product support,” said Cook. “For example, we anticipate including sales, marketing, finance, and logistics to the knowledge base so that our partners can find answers to literally anything they have questions about.”
The support organization also uses analytics to better understand how partners are using Support Center to continually refine the process. For example, the support staff knows which article a partner was looking at before they opened a ticket. With this insight, the support team knows what article needs to be updated and enhanced to answer the partners question.
Analytics also deliver insights about the most common topics partners are asking about. This indicates there may be a common support issue and that more information on that topic may be needed. When this happens, a support expert writes an article then posts it to the Support Center knowledge base. “If we’ve correctly done our jobs with Support Center, partners should be able to find what they need almost immediately,” said Cook.
Another unique aspect of SwipeClock’s support is the support team is based at company headquarters in the United States. “This reduced a lot of frustration since our partners don’t have to work with someone in a foreign speaking country who is simply going through a knowledge base themselves to find the answer,” said Cook.
SwipeClock also measures support efficiency by individual representatives and by department. What’s interesting is that this information is shared with everyone in the department. This accountability has created an amazing atmosphere of competition to resolve issues as quickly as possible, as well as created a culture of camaraderie. “We initially thought this procedure would have a negative impact,” said Cook. “Just the opposite is true. By sharing efficiency information about each team member, everyone wins.”
Impact of Increased Regulation
One of the most common topics that partners search for is “regulation.” For numerous reasons, the United States is in an environment of increasing regulations. The Department of Labor is gaining more and more power, and extending their reach into businesses of all types and sizes. The result of this growing regulation is that almost every business in the country needs to keep track of employee time and attendance. Related to this is the need to manage scheduling.
When looked at from a simplistic viewpoint, the Affordable Care Act (ACA) is really about reporting employee time to the government on a quarterly basis. In addition to the ACA, a new ruling makes salaried employees eligible for overtime. This expands the number of employees that businesses must report on their time. “The increased regulations are all about tracking time,” said Cook. “While more burdensome for companies, the situation is a great opportunity for our partners and SwipeClock.”
Another aspect of increasing regulations is the local nature of certain laws and requirements. Because of SwipeClock’s partner-centered business model, it can rely on local payroll partners to understand what’s needed for the businesses in their areas.
For example, the sick day accrual law recently passed in California, is now spreading to Oregon, Washington, and other states. By understanding the local laws, our partners help their clients more easily comply with required regulations and save them the expense of having to pay fines and penalties when mistakes are made. “With regards to regulations, we can learn from our partners, and they can learn from us as experts in time and attendance solutions,” said Cook. “It’s not a cliché to say that 1 + 1 = 3 when it comes to the relationship between SwipeClock and our partners.”
SSAE 16 Type 2 Certification is a Win Win
In addition to innovative support and regulation expertise, SwipeClock helps partners through its SSAE 16 Type 2 certification. Following the financial crisis and a recession, more companies are adhering to Sarbanes-Oxley (SOX) audits. Companies that pass a series of complex management, security, and readiness reviews, receive an SSAE 16 designation. Companies that pass more stringent tests receive the Type 2 certification.
The SSAE 16 Type 2 certification of SwipeClock’s Software-as-a-Service (SaaS) workforce management solutions including TimeWorksPlus, TimeWorks, Mobile, and TimeSimplicity, helps its partners stand out from the competition. This is especially true when selling to potential clients in highly regulated industries such as financial services and healthcare that require their vendors to comply with regulatory mandates. “Simply put, SSAE 16 Type 2 certification helped our payroll partners close more deals,” said Cook. “And when they win, we win.”
SwipeClock is a leading provider of cloud-based integrated workforce management software solutions that include automated time and attendance, advanced scheduling, and leave management capabilities. SwipeClock has completed SOC Type 2 SSAE 16 by an approved CPA firm. The company’s products including TimeWorksPlus, TimeWorks Mobile, and TimeSimplicity, enable more than 850+ partners to help their clients manage their most important and expensive asset—employees. SwipeClock’s workforce management products enable more than 26,000 businesses to lower labor costs, comply with regulatory mandates, and maximize their profits. For more information, please visit www.swipeclock.com.