How Galactic Streamlined Client Setup with Pulse

At Galactic, signing a new client sparks a flurry of activity. As the ink on the contract dries, emails begin to circulate to collect the information necessary to set up the first payroll. One team member creates the Memorandum of Understanding (MOU) for the I9s. Others prepare benefits and employee onboarding. Then there are workers’ compensation rates and billing to get in order. Everyone on the Galactic team has a role, and the process needs to be orchestrated with efficiency and accuracy.

“It would be hard to explain exactly what our client setup process was,” said Matt Hopkins, Payroll Account Manager at Galactic, Inc. “We had been trying for a long time to get the steps just written down on paper. We had checklists and questionnaires to help gather information from the client, but so much back and forth by email slowed things down. It put people in a position where they needed to continually send reminders about missing items, such as an ACH file or a work comp rate.”

With PrismHR Pulse, the Galactic team uses configurable workflows that automatically assign a sequence of common tasks when setting up each new client. When a task is completed, a notification is sent to the team member(s) responsible for the next step in the process. For the first time, there is consistency and precision in client setup, and it’s put a welcome end to hounding colleagues via email.

“This is the first time we’ve been able to keep client setup organized. Pulse really streamlined the entire process and eliminated all those email exchanges. When we went to run that first payroll, it was just as smooth as could be.”

Those checklists and questionnaires are now built into Galactic’s client setup workflow which culminates with a conversion meeting. In one such meeting near the end of the year, the client asked to move its first payroll up a week—the sort of request that at one time would have given the team heartburn.

“When a new client asks you for a favor and you can accommodate it with confidence, it’s a great starting point for the relationship,” said Hopkins. “That was an amazing experience.”

Galactic is now using Pulse to work more efficiently across the company and provide even better client care.

“With Pulse, there is potential for solving a number of problems that stem from miscommunication within your organization or someone dropping the ball,” said Hopkins. “Pulse eliminates those missteps and it’s been very helpful not only for client setup, but also in managing requirements when an employee or client is terminated. Now that we know how Pulse can help us, we’re looking for the next workflow to build out.”