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Teamwork Services prides itself on a personalized, hands-on approach with its clients. And they walk the walk by, well … talking the talk. Call its office during the workday and you’re sure to speak directly with a staff member—they don’t even activate the voicemail system until after business hours!
“We really want our clients to just not have to worry about the employment side of things. And that’s why they’re coming to us—to not have to worry about it anymore,” says Rhodora Tuten, vice president of payroll information services at Teamwork Services.
Carrying such a heavy administrative load for clients requires efficient operations and close coordination across the Professional Employer Organization’s (PEO’s) small staff. One recurring challenge was being able to manage worksite employee data changes, which were handled manually by the payroll team.
“We’ve never allowed employees to change their address because we had no way of knowing when they changed their information,” Tuten says.
“When payroll received an address change, we had to make the update and then remember to tell the benefits department the change had occurred so they could update the insurance carrier.”
The Teamwork Services team saw an opportunity to use the auto-generated alerts and tasks in PrismHR ClientSpace to improve the process dramatically. When employee data is changed, the payroll and benefits teams automatically receive a notification, and a series of tasks are assigned, keeping staff members organized and focused on what they need to do.
Rhodora Tuten
VP, Payroll Information Services, Teamwork Services Inc.
“ClientSpace gives us greater visibility and standardizes the process for how we handle worksite employee data changes,” Tuten says. “In doing so, it has helped reduce the risk of costly insurance and tax issues.”
ClientSpace notifications are also being utilized by the HR team to streamline the new hire and termination processes.
“Notifications are sent when a termination is entered, and we have some clients that have really tricky termination procedures,” Tuten says. “The notifications remind us exactly what we need to do when these people are terminated. We also have emails that go out when an employee is hired with instructions for the time-keeping system already attached, so we can customize it for that individual without having to re-create the communication each time.”
It’s not just the notification and task capabilities in ClientSpace allowing Teamwork Services to work more efficiently. Case management allows the organization to track client issues and share information more effectively across the team.
“A client may call and talk to the workers’ comp department and just casually mention there’s a change in ownership. It’s up to that person to tell client services who then needs to pass the information on to the payroll department,” Tuten explains.
“We didn’t have a centralized location for storing and sharing client data,” says a Teamwork Services HR generalist. “ClientSpace is giving us a better way to communicate internally.”
“By creating cases with Pulse, we make client notes more available to everyone in the company so these bits of information are shared and acted upon in a more consistent way.”
ClientSpace also allows Teamwork Services to create a case history for each client along with a detailed view of the support services provided.
“In some instances, we get the same questions from clients year after year, so ClientSpace allows us to go back and reference those conversations and say, ‘Here is when we had the discussion about handling overtime premiums, this is who we talked to and what they said.’ It’s going to be very helpful,” Tuten explains.
As Teamwork Services continues to strengthen its reputation and grow, ClientSpace is helping the company deliver on its commitment to personalized client service through greater process efficiency and collaboration.
Since 1989, Teamwork Services has offered comprehensive HR services designed to support your management team and valued employees. As a Professional Employer Organization (PEO), our co-employment relationship allows you to have day-to-day control over managing and directing your employees while we manage regulatory compliance, payroll processing and tax filings, benefits administration, workers’ compensation administration, employee relationship management, and more. With our dedicated and experienced team, we offer a high level of value-added customer care and service which is key to our role as your trusted advisor to mitigate HR risks and liabilities.
PrismHR provides a complete platform to help you manage payroll, benefits and HR efficiently for your clients. Our PEO and ASO customers support more than 100,000 small businesses using our platform.
