Challenges: Shifts in consumer preferences and service delivery prompt the need for real-time insights
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.