Connect Pay USA – Case Study

Executive Summary

ConnectPay is a leading provider of payroll and tax processing services tailored to the unique needs of small businesses across the United States. With 183 dedicated employees spread across 11 locations in 7 states, they serve a diverse clientele in all 50 states. Through their custom solutions, businesses not only regain control of their payroll but also benefit from ConnectPay’s seamless integrations with CPA, QuickBooks, worker’s comp, and 401k. Dedicated service representatives, local expertise, and a commitment to breaking down silos differentiate ConnectPay, making it a trusted partner that truly cares about the businesses it serves.

The Challenge

Before partnering with Zenatta, ConnectPay was in search of a robust CRM to streamline their workflow and break down data silos. The acquisition of a new partner, who had previously experienced success with Zoho, intensified this need. Although they were tech-savvy, integrating a new system was a significant endeavor. ConnectPay began to explore Zoho, and in this exploration, they found Zenatta’s online videos to be particularly beneficial. These videos highlighted a potential solution to their challenges and paved the way for our collaboration.

Implementation

The journey with ConnectPay was comprehensive, focusing on optimizing their CRM to fit their unique requirements. Below is a detailed breakdown of the steps we undertook during the implementation:

1. Quote Processing:
   • Once a quote was marked as ‘closed-won’, we initiated a process to extract the details from the subform ‘quoted items’.
   • Each product from the quote was then systematically added to the account’s product-related lists. This adaptation allowed sales representatives to swiftly access a detailed view of the items purchased.
2. Engagement Methodology:
   • A significant portion of our time together was spent in live working sessions, answering questions and clarifying nuances around Zoho to ensure ConnectPay got the maximum benefit from the system.
3. Zoho Books Integration:
   • We built a custom function allowing the direct creation of a Zoho Books estimate derived from a CRM quote. This function aimed to enhance financial transparency and alignment between sales and accounting departments.
4. Ticket Management & Assignment:
   • At the outset, we honed in on their ticketing process. When a ticket was generated, it triggered a lookup for both associated addresses.
   • By identifying the contact or company owner tied to the ticket, we could then reassign the ticket owner according to specific criteria set by ConnectPay.
   • Furthermore, if an email, which later became a ticket, was initially directed to a customer service agent, our system ensured that the ticket was reassigned to that particular agent, maintaining continuity in client-agent communication.
5. Data Security Protocols:
   • Recognizing the sensitivity of certain data, we implemented a three-stage verification process. Agents input sensitive data into one field, and then it’s re-entered into a secondary field.
   • An automated system checks for congruence between these two fields. Upon a match, the data is captured and shifted to a restricted third field.
   • This third field then undergoes further security measures by masking all but the last four digits of the data, subsequently overwriting the information in the first two fields.
6. CRM and Desk Integration:
   • ConnectPay had custom fields in their CRM for ‘office’ and ‘region’. We mirrored these fields in the Desk’s accounts and tickets modules.
   • Upon ticket creation, a custom function was designed to pull relevant ‘office’ and ‘region’ details from the Desk account to the ticket fields. This ensured consistent data synchronization between CRM and Desk, as values from the CRM’s account fields were consistently reflected in Desk’s accounts and tickets.
7. Phone Number Formatting:
   • Finally, we crafted a client script focusing on phone number formatting in CRM. This was specifically designed to detect and parse out any extensions from the phone field, ensuring clarity and consistency in contact data.

Results

“We would recommend Zenatta without any reservation.The support is terrific and every session is a great learning opportunity They have been great, very supportive and available. Love the recap emails after our calls. Wonderful follow ups!”

Ben Luker – COO, Connect Pay USA