PaySauce improve customer experience through SMS and pro-actively reschedule 10% of training.

PaySauce’s payroll software helps customers manage timesheets accurately, pay employees on time and keeps businesses compliant with employment rules and regulations. Their customers are often on the job/onsite so required an easy way to communicate with the Service team.

PaySauce partnered with SLEEQ to help them improve customer experience through a new communication channel to their Service and Sales team.

Key goals:

• Allow customers and the PaySauce team to communicate via SMS
• Provide updates and notifications to customer via SMS
• Make the user experience seamless for the PaySauce team

• Native SMS messaging within Salesforce
• Automated SMS confirmation to customer with training appointments scheduled in 15 minutes
• Allow customers to respond to the SMS if they are unable to make it, notifying the service Agent
• SMS functionality for Sales and Service teams to communicate with customers on Leads, Opportunities and Cases.
• Bulk SMS functionality
• SMS templates for sales and service team to utilise

Having a tool for the customer support team to easily and quickly engage with customers such as farmers has increased service capability. The automated training notification saw increased communication and meant the support team actively rescheduled 10% of trainings booked due to better communication with customers, resulting in significant time savings.

The SMS tool also allowed PaySauce to contact customers during their peak time to reschedule a suitable time for a sales or service call with ease, saving multiple follow up calls.

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