Based in New Zealand, the company has customers there as well as across Australia, and the Pacific islands. PaySauce is listed on the New Zealand stock exchange.
The company’s services include payroll calculations, payday filing, payments, rosters and timesheets. All functions are delivered via a specially designed app on desktop or mobile devices.
The Challenge: Reliability and limited systems integrations
For the past 3 years, PaySauce had been reliant on a communications platform provided by an Australian-based VOIP operator.
During that time, PaySauce’s helpdesk was rapidly expanding and experiencing increasing call volumes, and had become frustrated with the incumbent’s poor level of reliability and the platform’s inconsistent linkages with Zendesk.
“We were experiencing a lot of downtime,” says PaySauce Chief Operating Officer Mat Stokes. “The system wasn’t always available when we needed it. We rate ourselves on the level of service we provide to our customers and having a phone system that was going down often was not appropriate.”
Additionally, not having any visibility of presence for remote workers to determine who was on a call or not, made it difficult to coordinate resources.
Stokes says the integration with Zendesk was also unreliable which meant customers were getting an inconsistent experience when they phoned the PaySauce contact centre. Agents often could not access details of previous interactions which led to frustration for them and affected customers.
Stokes says the system could also not provide any visibility of presence for remote workers which made it difficult to coordinate resources.
“We realised we had to urgently find a replacement system that could better support the company’s ongoing growth across the region,” he says.
The Solution: 8x8 platform
The search for a replacement phone and contact centre platform began in mid-2021 and it was not long before the PaySauce management team determined an offering from 8x8 would be a perfect fit.
Stokes says PaySauce turned to long-time technology provider PB Tech for assistance in securing an agreement with 8x8 and advice on the underlying technology.
“We then contracted the 8x8 professional services team to help us with system design, deployment, and staff training,” he says. “Getting from initial agreement to going live was achieved in less than two months which impressed us greatly.”
The installed platform is based on 8x8’s platform solution and incorporates both contact centre and unified communications capabilities.
The platform offers a range of features including the ability to offer customers toll-free numbers, call recording capability, native CRM integration, centralised reporting and analytics, as well as agent presence capabilities.
“The support we received from 8x8 at every point along the deployment path was amazing,” says Stokes. “I have never been through a similar process that was so organised and efficient.”
The Benefits: A rock-solid communications platform
With the new 8x8 platform now fully functional, PaySauce and its clients are enjoying some significant benefits.
“Our telephone platform is now rock solid,” says Stokes. “And having reliable integration with our CRM system means consistent customer service can be achieved at all times.”
Company managers are enjoying the enhanced reporting capabilities delivered by 8x8 together with the ability to monitor calls as they are taking place.
“We now have a dashboard available so that everyone, regardless of their location, can see the number of calls waiting in the queue,” he says. “With our old system, only the contact centre supervisor had this visibility.”
Stokes says clients have been impressed they now have the ability to schedule a return call rather than wait in a queue. The 8x8 call-back capability allows agents to return calls during quieter periods.
The company also recently migrated from Zendesk to Salesforce and was pleased to see that 8x8 offered native integration with this platform.
“The 8x8 platform gives us the ability to do so much and adds a great deal of value for the company,” Stokes says. “I look forward to working closely with them in the future.
