EmployeeConnectScaled capacity without compromising service
The Challenge
EmployeeConnect is an Australian, cloud-based HRIS with two decades in the market, serving organisations from growing businesses to large enterprises. As its customer base grew, so did the demand on the people who implement, support and run its platform.
- Specialised skill requirements.Australian payroll (awards, superannuation, STP and leave entitlements) needs specialists who understand both the software and the compliance rules behind it. This talent is scarce and expensive to hire locally.
- Implementation bottlenecks.Every new customer needs configuration, data migration, workflow setup and training. Without enough implementation capacity, onboarding stretches and new revenue is delayed.
- Rising support volumes.A larger customer base meant more tickets, more questions and more managed payroll runs, all needing fast, accurate responses to protect customer satisfaction.
- Product development pressure.Continuous innovation and legislative change (such as Payday Super) demand ongoing development capacity alongside day-to-day client work.
The Solution
Rather than outsourcing isolated tasks, EmployeeConnect and ToolTwist built a fully integrated team that works inside EmployeeConnect’s processes, tools and customer relationships.
- Payroll expertise.ToolTwist recruited and developed payroll specialists who support EmployeeConnect’s payroll customers and managed payroll service, handling pay runs, award configuration, reconciliations and payroll queries.
- Implementation and client onboarding.Implementation consultants and an onboarding officer configure the platform for new customers, migrate data, set up workflows and guide clients through go-live.
- Customer success and support.Customer success consultants and a tiered software support team give responsive, knowledgeable help, and the time-zone overlap lets work progress while Australian clients are offline.
- Engineering and operations..NET and full stack developers contribute to the platform, while an operations and process documentation associate keeps procedures, knowledge base content and internal processes current.
ToolTwist’s Role
ToolTwist provides a dedicated 16-person team, working from Clark for over ten years as a seamless extension of EmployeeConnect’s Australian organisation. Team members are recruited to EmployeeConnect’s requirements and trained on its platform, while ToolTwist handles recruitment, facilities, HR and day-to-day team support. The team spans six functions.
- Payroll.Payroll specialists support payroll customers and the managed payroll service, ensuring accurate, compliant pay runs.
- Implementation and onboarding.Implementation consultants and a software support and client onboarding officer configure the platform and guide new customers from kickoff to go-live.
- Customer success.Customer success consultants manage ongoing client relationships, drive adoption of additional modules and help customers get full value from the platform.
- Software support.Specialists at senior and technical levels, with support team members, resolve client issues and escalate product defects.
- Development.A .NET developer and a full stack developer contribute to platform enhancements, integrations and maintenance.
- Operations.An operations and process documentation associate maintains process documentation and supports operational efficiency across the team.
Impact
The partnership gave EmployeeConnect the capacity to grow while protecting the service quality its customers value.
- Faster customer onboarding.Dedicated implementation capacity reduced onboarding bottlenecks, helping new customers reach go-live sooner.
- Consistent, responsive support.A stable, well-trained support and customer success team delivers consistent service across a growing client base.
- Access to specialist talent.EmployeeConnect gained hard-to-find Australian payroll and HRIS expertise without the cost and lead time of local recruitment.
- Long-term stability.A long-standing team with low turnover retains deep product and customer knowledge, an asset that compounds year after year.