In today’s technology space, consumers want self-service. They want everything on-demand. Paychex, the nation’s leading payroll service for small to medium-size businesses, has seen the same shift in HR.
“We are seeing where a lot of our customers want to manage their employees without ever talking to anyone,” says Dave Wilson, senior director of IT infrastructure and architecture at Paychex.
Traditionally, Paychex customers would call a third-party HR or payroll specialist when it came time to take HR actions such as implementing tax withholding changes or paying employees. But that meant waiting to submit a request within normal business hours, and other potential delays. However, the rise of digital and the consumerization of technology has changed people’s expectations. In the process, Paychex identified an opportunity to innovate on its process, making it possible to access products and services 24 hours a day, 7 days a week, 365 days a year.
“Our customers wanted to be able to interface with Paychex on an on-demand basis to drive their business forward. We embraced that,” Wilson explains. “Our consumer-grade, SaaS, online application allows our customers to do what they want, when they want, and how they want to do it. It’s transformed Paychex from a service-first company to a technology company that continues to offer world-class service – and we think the unique blend of those two benefits is a differentiator.”
Each day, approximately 2.5 million users log into Paychex Flex, to perform a wide range of tasks, from payroll to time tracking to performance reviews and benefits enrollment. This adds up to 16.5 million sessions a month, and two distinct audiences (small and mid-sized businesses) with vastly different sizes and operations.
“That provides some challenges in terms of how we deliver services,” Wilson explains, noting that downtime isn’t an option. “We took a step back and asked, ‘How do we route those customers through our infrastructure and limit the impact of any events?’”
AppDynamics helped provide the answer.