Customer Service: Responding to the University's Needs

Payroll's Response System

The Payroll Customer Service Center receives between 2,000 - 3,600 requests for assistance every month. In order to meet the demand, Customer Service has implemented a multi-tiered response system. All issues are logged into Clarify by Tier 1 Customer Service Representatives (CS Reps) and triaged. Requests which do not require research or troubleshooting efforts, are answered by Tier 1 CS Reps. More complex issues are assigned to Tier 2 CS Reps. Tier 2 CS Reps work with the employee or unit to resolve the issues. If needed, a Tier 2 CS Rep will involve management or technical resources to ensure the issue is resolved in a timely manner.

The secondary goal of this system is to provide a single point of entry for all issues coming to the Customer Service. This eliminates a duplication of effort by CS Reps responding to the same issue routed to the Help Desk by different means.

Number of Requests Received Each Month

Total Requests - represents the number of Clarify cases handled by Payroll Customer Service during that month.

Pending Resolution - refers to cases opened in that period but not closed by the end of the month. Cases pending resolution tend to be more complex, often requiring additional resources outside of Payroll Customer Service. Customer Service continues to work all pending cases until resolved.

Resolved - refers to the number of cases resolved by the end of the month.

Last Updated: July 29, 2008