Payroll Company's Productivity Skyrockets through use of WebInteractive

Customers Happier, Problems Fixed Faster, Travel Dramatically Reduced through Linktivity Solutions

The Situation:

Paymast'r Services Inc., a Boulder, Colo., payroll company, has been offering payroll solutions to clients of all sizes for more than 10 years. The company has a goal of bringing more technology to the field of payroll processing, allowing clients nationwide to enter data in via software installed on their computers that is then transmitted to Paymast'r over the Internet.

The Solution:

Paymast'r is a company with a small support staff, meeting clients' technical support needs is no easy task. After many years of seeking a solution - all of which either didn't work well or cost far too much money - Paymast'r discovered Linktivity's WebInteractive, a real-time software tool that provides a simple way to remotely and quickly manage and resolve online PC support requests.

The decision to go with WebInteractive has transformed the business, said Curt Bishop, vice president of Paymast'r.

"WebInteractive has been a tremendous benefit for us," Bishop said. "I've doubled the number of technical support calls I can do in a day. It's made us a lot more productive and profitable."

Before WebInteractive, nearly all technical support problems required extensive phone calls and, in many cases, travel to go fix the problem. So if a customer in Tennessee had a problem and so did a client in Utah, it would easily have taken two full days to resolve them both and it often required two days of travel. Bishop drove around fixing things every day of the week, wearing out a car a year in the process and incurring high costs for flights and other travel costs.

Now, through WebInteractive, Paymast'r can reach out and get control of computer, diagnose problems and fix them on the spot - all without leaving the office. And, while it used to take about a day to resolve a customer's problem, Paymast'r now can generally fix it in about an hour.

"We've cut our travel at least in half. I'm going out only once a week now instead of every day. And we're fixing things much more quickly," Bishop said. "Needless to say, our customers are very happy."

Paymast'r started its relationship with Linktivity early this year by buying WebDemo, which allows the company to do remote demonstrations of its software and capabilities rather than traveling to each prospective customers' site. They liked it so much that it bought WebInteractive shortly after.

The Results:

"We had been spending a fortune in telephone charges, concurrent user fees, and all other sorts of costs for other systems that weren't working well," Bishop said. "Linktivity's solutions cost half of what I spent in a year of recurring charges previously, and we've made that much back by far through the savings we've seen. It's been a tremendous value."

Linktivity's products have become a core part of the way Paymast'r does business, day in and day out.

"In one recent week alone, we did 119 sessions using WebInteractive and WebDemo, showing new potential clients what we do and fixing problems existing customers were having," Bishop said. "That kind of productivity was unheard of before this system."

Bishop has even used the system to help him get his own computer fixed when he's having trouble with it. "I'm able to call my technical people and we use WebInteractive to solve the problem. I let them get in my computer and see what's wrong and fix it. That's a huge benefit I didn't expect I'd see. In so many ways, these products are helping me make the most of my day."

About Linktivity
Linktivity, a 20 year-old Tucson, Arizona-based division of Converging Technologies Inc., provides server-based communications and control products that enable person-to-person interactions through a browser window. Linktivity products include WebDemo, a Web-based, real-time conferencing and collaboration software tool, and WebInteractive, a real-time software tool that gives support professionals an efficient way to manage and resolve online support requirements for personal computers. For more information, please visit www.linktivity.com.