1. OPERATIONS 103: 4 Types of Clients and the Processes Involved With Each
Laurie Beppel 2007

2. OPERATIONS 103: 4 Types of Clients and the Processes Involved With Each
Prospects
New Clients
Production Clients
Mature Clients
Laurie Beppel 2007

3. OPERATIONS 103: 4 Types of Clients and the Processes Involved With Each
Prospects:
Sales Rep:
Sales Kit
Demonstration of Products
Features Checklist
Prospect Needs Analysis
Agreements
Laurie Beppel 2007

4. OPERATIONS 103: 4 Types of Clients and the Processes Involved With Each
Needs Analysis:
Comprehensive
Structure the analysis to match the type of client
Topics:
Corporate Overview
Organizational Structure
Technology Overview
Information Flow
Human Resources: current system, functionality, etc
Compliance: New Hire reporting, HIPPA, EEO, etc
Policies: Termination, PTO, etc
Benefits
Laurie Beppel 2007

5. OPERATIONS 103: 4 Types of Clients and the Processes Involved With Each
Topics, continued:
Payroll:
Overview: statistics
Data flow
Hours, earnings, deductions
Taxes
Necessary output: checks, DD, reports, etc GL
Check recon
Special handling: unions, students, remote EEs, etc
Laurie Beppel 2007

6. OPERATIONS 103: 4 Types of Clients and the Processes Involved With Each
New Clients:
Reports:
EE Information:
Demographics
Deductions
DD Information
QTD and YTD Totals: Wages, Taxes, Deductions
Prior Month and Quarter Tax Payment history
Copies of ER Tax Returns
Payroll Starting Date
Laurie Beppel 2007

7. OPERATIONS 103: 4 Types of Clients and the Processes Involved With Each
New Client Set Up Checklist (PayChoice) :
Contact Information, ID
Company Options
Check format
Schedule
Timesheet
ACH set up
Earnings, deductions
Taxes
Wrap Up information
Installation
Laurie Beppel 2007

8. New Client Set Up Continued:
OPERATIONS 103: 4 Types of Clients and the Processes Involved With Each
New Client Set Up Continued:
New Client:
Prepare for the first Live Payroll:
Telephone conversation with Client
Confirm start date
Build Company Profile and Options
Set up billing and annual schedule
Set laser check format; signature/logo
Key EE Master File data
Installation payroll
Run reports for client to confirm accuracy
Run test payroll
Laurie Beppel 2007

9. 3 Methods of Payroll Input:
OPERATIONS 103: 4 Types of Clients and the Processes Involved With Each
3 Methods of Payroll Input:
Determines Client training and follow-up:
Fax- Client prepares payroll worksheet, hours, earnings, control totals, personnel changes and new hires; faxes to Service Bureau.
Phone- Client calls in hours, earnings, personnel changes, new hires to Service Bureau based on a predetermined schedule.
Remote PC Entry- Client keys payroll data, personnel changes, new hires into software at client site and transmits to Service Bureau.
Laurie Beppel 2007

10. New Client Set Up Continued:
OPERATIONS 103: 4 Types of Clients and the Processes Involved With Each
New Client Set Up Continued:
Client Training:
Client is trained on input method.
Manuals
Classes
Videos
Client is trained to read reports.
Payroll background of Client:
In House processor
Outsourced processor
New processor
Laurie Beppel 2007

11. Manuals Offered by PAI:
OPERATIONS 103: 4 Types of Clients and the Processes Involved With Each
Manuals Offered by PAI:
PayChoice Online
Employee Services
Employee Services: Benefits
Employee Services: TimeSheet
Web G/L
The Connection
Videos: Training Classes are being videotaped.
Laurie Beppel 2007

12. OPERATIONS 103: 4 Types of Clients and the Processes Involved With Each
Production Clients:
Client is set up in a production routine that follow the same steps EACH payroll cycle.
Production:
Daily Routine:
Bring in phone in, fax in and PC entry spread as evenly as possible throughout the day
Process payroll data
Print and wrap output
Update Clients’ Master Files
Process End Of Day files
Start over tomorrow
Laurie Beppel 2007

13. OPERATIONS 103: 4 Types of Clients and the Processes Involved With Each
Production Mindset:
Get the payrolls out
Get your staff home by 5pm
Start over tomorrow
The payroll production environment is the same each day!
Laurie Beppel 2007

14. OPERATIONS 103: 4 Types of Clients and the Processes Involved With Each
Mature Clients:
“Service, Product, Price”
Knowledge:
As employers grow their needs change.
Communicate new features to mature clients to help the Service Bureau stay competitive.
Communicate about SB changes- Employees, pricing, hours, specials, etc
“Comfort Zone”:
Clients begin to rely on the service to be accurate, on time, fair market pricing, dependent on Service Bureau.
Laurie Beppel 2007

15. Mature Clients Continued:
OPERATIONS 103: 4 Types of Clients and the Processes Involved With Each
Mature Clients Continued:
Relationship:
Keep in Touch- Customer Care, s, faxes, postcards, etc
Specials “just for our long term clients”
Users Groups, meetings, advanced training, sales rep calls, etc
Laurie Beppel 2007

16. OPERATIONS 103: 4 Types of Clients and the Processes Involved With Each
Prospects
New Clients
Production Clients
Mature Clients
Laurie Beppel 2007

17. OPERATIONS 103: 4 Types of Clients and the Processes Involved With Each
Industry “Rules of Thumb”:
Average # of pays = 23
Average annual billing = $1200 ($2000 w/ tax).
It takes between clients to break even.
At 500 clients margins should be approaching %
Biggest costs- labor and delivery
Smallest costs- consumables and software/hardware.
Laurie Beppel 2007

18. OPERATIONS 103: 4 Types of Clients and the Processes Involved With Each
“Rules of Thumb” Continued:
Staff of Average Service Bureau:
Owner/Mgmt
Salespeople
Customer Support (payroll, technical)
Data Entry
Tax Coordinator
Hardware/Software support
Laurie Beppel 2007

19. August Sessions: August: August 2nd: No Session --IPPA
August 9th: Frank Sessa– “The Sales Process”
August 16th: TBA
August 23rd: Ops 201: The Components of the Average Payroll Processing System.
August 30th: No Session
Laurie Beppel 2007