activpayroll: Transforming CX in Global Payroll Operations

activpayroll partnered with redk to enhance their global customer query management, achieving greater visibility, consistency, and operational efficiency across more than 150 countries while maintaining the highest standards of data accuracy and customer service.

Objectives

To maintain its position as a global leader in payroll services, activpayroll set out to enhance customer experiences while managing complex global operations. The key objectives were:

Introduce a global case and contact management system to support multi-country payroll services.

Increase visibility for both customers and internal teams across payroll processes and service delivery.

Maintain compliance and accuracy across diverse legislative frameworks worldwide.

Enhance customer and employee experience through seamless workflows and intuitive tools.

Position activpayroll for sustained growth and competitive differentiation in the global payroll market.

Challenges & Solutions

activpayroll faced unique challenges due to its global scope, differing local regulations, and the need for consistent high-quality service. Through collaboration with redk, tailored solutions were implemented for each challenge:

Challenge

Solution

Desafio

Managing payroll across 150+ countries with diverse labour laws and tax regulations.

‍

Ensuring customer visibility into payroll processes and performance.

‍

Engaging employees in operational changes

‍

Aligning technology with business strategy

‍

Enhancing customer advisory services and global insights

Solución

Implementation of Zendesk as a robust global case and contact management platform integrated with activpayroll’s systems.
Integration of Zendesk with activ8, activpayroll’s SaaS Customer Experience Platform, providing seamless access to insights and query management.
Dynamic workshops and continuous feedback loops ensured employees understood impact and could contribute to improvements
redk provided end-to-end guidance on technical, process, and change management for smooth rollout.
Incorporation of advisory services into the customer platform for transparency in immigration, tax, and payroll guidance

Key Results

The partnership between activpayroll and redk delivered measurable outcomes, improving both operational efficiency and customer satisfaction:

Enhanced visibility into global payroll processes for both customers and teams.

Improved consistency and quality of customer service delivery.

Strengthened employee engagement and adoption of new processes.

Positive feedback from the customer advisory group and internal teams.

Foundation for continuous technological and service enhancements, reinforcing activpayroll’s leadership in the global payroll industry.

About

activpayroll

activpayroll, a global payroll, mobility, tax, and HR solutions provider, operates in over 150 countries, delivering 2+ million payslips annually. Renowned for high customer retention, they continuously innovate to enhance customer experience and maintain market leadership. More info at activpayroll.com

Industry

Financial services

"Praesent commodo cursus magna, vel scelerisque nisl consectetur et. Duis mollis, est non commodo luctus, nisi erat porttitor ligula, eget lacinia odio sem nec elit. Etiam porta sem malesuada magna mollis euismod."

Name Surname

Position, Company name

Over a year ago, we embarked on this project with Zendesk, and very early into that relationship, they introduced us to redk. Payroll is a different beast altogether, and we’ve got quite a unique culture when you look at the different industries. redk spent a lot of time understanding our business, our culture and our processes.

Claire McDermott

Global Customer Success Project Manager at activpayroll

activpayroll: Transforming CX in Global Payroll Operations

Objectives

Challenges & Solutions

Key Results

Discover how we can help