MassPay - Front-Line Customer Service Team of the Year

Gold Stevie Award Winner 2017, Click to Enter The 2018 Stevie Awards for Sales and Customer Service

Company: MassPay, Inc. Beverly, MA
Company Description: MassPay optimizes your workforce, a leading provider of human capital management (HCM), Payroll, and Time & Attendance solutions with a cloud-based software, iSolved. We also offer Administrative Services Organization (ASO), which helps companies drive efficiency and stay in compliance with ACA, state & federal laws. MassPay has a dedicated team with over 1,000 clients with a 97.4% retention rate.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Technology Industries

Nomination Title: Customer Service & Client Support Team

Tell the story about what this nominated team achieved since the beginning of July 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

When you are responsible for 1,000 clients that involves people's livelihoods, making sure companies’ payrolls are complete and making certain that 14,562 individuals are getting paid on time that is a heavy task that cannot be taken lightly. Our MassPay Client Support and Customer Service Team are constantly and consistently providing solutions, answering questions, and putting all of our clients at ease.

Whether it is being proactive to explain a new state law that will be in effect in the future that may cause payroll changes, adding new employees to a client's payroll, or illustrating what the new features and functions are being added to the iSolved software, our Support Team is doing an exceptional job day-after-day. When our clients have an 'aha-moment' using our software that means our team is working effectively and efficiently which in turns makes our clients do that same. Having a client become more fluid on their on iSolved dashboard and then can run reports of all the employees and they have all this at their fingertips with our Support Team only a phone call or an email away it gives our clients such reassurance they are doing business with the right payroll provider.

Here are a few client testimonials that seem to be coming in at a rapid rate here at MassPay.

"What an incredible job Charmaine has done with our account. Charmaine is extremely knowledgeable about the product, an incredible person, extremely efficient and a delight to talk to." Another client who is a big fan;

"I just wanted to let you know how happy I am that we switched to MassPay!!! I am loving iSolved and Karina is incredible!!! Have to say it again Karina is incredible!!!"

To feel the energy of our client base, to hear from our referral partners, and see how happy our employees are at MassPay, attached is a : 30-second video that those same folks were asked to describe MassPay in one word. See what one word is mentioned the most! Also attached are three client testimonials crossing over three different industries, read how MassPay is making an impact in the lives of others.

Every year we survey our client-base and gain terrific feedback on what is going well and what we can improve upon. This past year our team has earned a Net Promoter Score® of 72 overall as a company, within our ASO division a NPS of 85.71 and proudly have reported a 97.4% controllable retention rate of our clients. As a company we have experienced 94% revenue growth over the past three years. MassPay has been in business for 12-years, we are currently growing, going and reaching new heights, of course that could not be possible if it wasn't for the tremendous Client Support & Customer Service our team provides. One of our core values is to provide 'Wow Service." Every interaction with a human being is an opportunity to inspire them. It is our responsibility to engage our clients in such a way that inspires them to rave about us to others.

In closing we will share another client who is a raving fan: "MassPay's customer service has been extremely helpful and is very quick to get things done. I was reluctant to make the switch to iSolved, but now I am so glad I did, such an amazing product, and I am fully on board!" Our Customer Service & Client Support Team: Brittany, Hilary, Jenna, Brian, Tyler, & Charmaine is an exceptional group of people who truly care about our clients and on daily basis they are providing 'Wow Service' to our clients and that is why we think they should win this nomination of Front-Line Customer Service Team of the Year within Technology Industries. Thank you Stevie Awards. ~With Sincere Gratitude and Abundant of Enthusiasm, -Nicholas D. Mirabello, Chief Inspiration Officer of MassPay.