Case
Paychex Europe lays the foundation for growth journey
Challenge
Known for its flexible solutions for payroll, HR, time registration and employee scheduling, Paychex Europe is on an ambitious, international growth journey. In the coming years, a digital transformation of the entire company will ensure that the international ambitions are met.
Acquisitions are also part of Paychex Europe's growth strategy, and precisely the large mix of platforms and internal systems as well as – not least – organizational cultural differences make the digital transformation an absolute necessity and a complicated thing at the same time.
The goal – to create a customer-centric business model – may sound simple. But this is actually the most extensive restructuring and investment in the company to date.
"The prerequisite for us to meet our growth goals is a fundamental digital transformation, so that we get a clear picture of each individual customer through all phases and touchpoints. We must have 100 percent control of data, and not least a nuanced insight into what the customer's needs are here and so that we can deliver a relevant and accurate response."
Henrik Møller
CEO, Paychex Europe
Solution and result
Based on Paychex Europe's strategic objectives, our task was initially to uncover what the existing system architecture could contribute, and describe the task and challenges that Paychex Europe was facing.
The solution has become a cross-functional IT architecture with a common customer master handled in CRM, which ensures integration of data across product platforms and source systems.
Today, Paychex Europe is far on the journey of putting the customer at the center of the digital platforms. In practice, through data-driven and personalized communication, user-friendly self-service, integration with customer service systems and integrated data flows in all touchpoints across roles and responsibilities.
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