Creating a customer-centric culture

At Dataplan, we are proud to have a customer-centric culture, where we work in collaboration with our clients to ensure we are delivering them the service they expect and need. We onboard hundreds of new clients each month, and during that onboarding process, we take the opportunity to ask customers for feedback on what they felt went well and what could have gone better.

We like to learn from our customer's experiences, and by asking these questions, we can build better processes and procedures. Our Dataplan ethos is something we all love, and making sure we stand out within the payroll marketplace is an integral part of what we do and our culture.

A common theme across customer feedback is how much customers love the fact we have direct payroll contacts.

This means that a customer can contact their named payroll contact any time of the day for direct support.

We are proud to offer a mixture of support with:

  • Direct dials
  • Direct emails
  • Secure portals
  • Ticketing system
  • Account managers and a separate customer service team for support on top of named payroll contacts

Speak with the payroll heroes

Speaking with our clients directly is an essential part of building close working relationships, and this can only be achieved by picking up the phone. This also helps us understand any employee or payroll-related question in more detail; as we all know, sometimes, on email, things can be lost in translation.

However, emails are helpful for quick check-ins or to follow up on none security-sensitive payroll issues. Sending starter forms or other payroll information must be avoided to ensure all parties are securely managing sensitive payroll information. Our online portals are designed to handle the transfer of sensitive payroll information, removing the risk associated with emails.

Tickets give you control

Some clients want to have better control over a payroll/HR issue, and creating a ticket for us to manage is the best way to achieve this.

By adding a ticket, our clients can follow these through the Dataplan business, knowing who is currently looking after the ticket until it has been resolved.

Tickets show all the relevant information that a customer needs to know, such as who is involved, the time and date created and when the ticket was closed. Tickets can also be given a deadline and assigned a level of priority.

All the steps and information are presented to the client online with a full audit trail.

If you would like to learn more about how we support our clients and see how we can help take the stress out of your payroll, please contact us.

Written by Stewart Waddell
Published on April 5, 2022

Dataplan are one of the UK’s leading providers of specialist payroll and associated services.

From payroll outsourcing and pension service management to ePayslips and gender pay gap reporting; we have a solution for you and your business.