Mastering client self-service for Payroll
You’re an expert in running payroll - you’re up to date on the latest tax codes, workflows, software and allowances - but your clients still have an essential part to play in delivering your service. Managing payroll requires regular communication and collaboration between providers and businesses to ensure that things run smoothly.
When it all goes to plan, bureaus can focus on adding value by simplifying processes, anticipating issues and removing headaches for clients. But when clients don’t do their part, life becomes an endless series of chasing emails, missing data and corrections, wasting time for payroll teams and preventing clients from enjoying the value of having a trusted payroll partner.
Here we explore how the right tools, approaches and education can help your clients play their part in the process and benefit both parties.
Why does client self-service matter?
Payroll management is a two-way street. Businesses rely on payroll bureaus to manage the triage, compliance and issuance of payslips and payments, while bureaus rely on their clients to provide the necessary information to carry out their work.
From the employee perspective, getting paid is an understandably important issue, leading to a keen interest in the ins and outs of their payslips, and rapid queries in the event of any mistake or overlooked hours or considerations. However, despite the key role of payroll, some clients can be slow or forgetful when it comes to managing their side of the process.
This is especially common if clients need to remember to gather documents and email them over to their payroll provider. Chasing phone calls and emails can only accomplish so much, especially when clients don’t understand the value or importance of what they’re being asked to do.
To get the most out of the client-bureau relationship requires a two-pronged approach - make their tasks easy, and make the value clear. These are both helped by working with the right payroll software provider.
Empowering clients with the right tools
Many payroll processors are now moving to online payroll management software for increased convenience and efficiency. BrightPay includes a dashboard for the employers to manage their team at scale and communicate with their payroll provider, enabling them to:
- Add new starters
- Securely enter their employee’s hours on their employer dashboard
- Add additions and deductions that have been set up by the bureau in the payroll software
- Review and authorise payroll details for the pay period
Payroll providers can then review the information the client has entered, approve it and the information will automatically update in the payroll software. This shares the workload between the provider and the client, with no need for CSV uploads or emails back and forth.
As well as helping streamline communication between internal and external stakeholders, online payroll portals give employees themselves more control over their details and information in the payment process.
BrightPay Payroll Software’s cloud extension, BrightPay Connect, includes a self-sService employee app which gives employees a personalised dashboard to manage their details to make them more accountable for the payroll process. From the portal they can:
- Browse and download their history of payslips and other documents
- View their payroll calendar, including annual leave, sick leave and parenting leave
- View their leave taken and leave balance
- Request annual leave on the go
- View and update their personal details
This reduces queries for internal HR teams, as well as routine communications with payroll bureaus. Emails from clients with queries about forgotten passwords for emailed payslips, employee leave allowances and requests for past payslips can be eliminated thanks to the employee app.
Allow clients to run their own reports
BrightPay Connect also empowers clients to run and save their own payroll reports. The software facilitates a number of common payroll reports, including Payroll Summary, Employee Details, Annual Leave Summary, HMRC Payments and CIS reports. If a client requires a more customised report, you can create this within the payroll software. Once the customised report has been saved, it will become available for the client to run themselves at any time, through their online dashboard. This leaves you free to focus on getting payroll completed and paid on time, without worrying about sorting last minute requests.
How to educate your clients on value
As any financial professional knows, getting clients to take on extra tasks can be an uphill battle. That’s why BrightPay offers a range of resources to bring clients onboard, with all the information you need in one place.
This starts with a dedicated Client Hub, including demo videos, a full list of BrightPay Connect’s features, information on the employee self-service app and a dedicated Connect Employee Starter Pack with information on how to get started using Connect. You can also share or embed our all-in-one PDF with all the information they need to get set up
Get close to your clients
Payroll works best when everyone does their part, which is why we’ve built our platform to bring you closer to your clients with real time information, time-saving tools and simple communication. We make it easy for your clients to give you the information and permissions to run payroll efficiently, while helping them get the insights they need to run their business.
To find out how BrightPay can empower your clients to work with you in a seamless, secure, online environment, why not book a free online demo of our software. You can also try a 60-day free trial to see how you, your team and your clients can benefit from a modern approach to payroll.
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