Updated: Apr 13, 2020
What’s happening and why?
In January 2020, the World Health Organisation (WHO) declared the outbreak of a new
coronavirus disease (COVID-19) and warned of the potential impact on individuals and
business operations around the world. On 12th March 2020, WHO announced COVID-19 is characterised as a pandemic.
As a result, e-PayDay has now activated our Business Continuity Plan (BCP), enabling us to continue delivering our services while keeping our employees safe and assist in reducing the spread of Covid-19.
What this means for you, our valued customer.
One of the benefits of working in a cloud-based environment is the ability to operate
remotely. We have the infrastructure and working from home support policies already in place. Some of our team are already following this procedure working for home, providing you with payroll support.
The systems and processes we have put in place would allow us to serve you even if the Government decides to lock down the country. We have taken all possible steps to ensure the business can operate normally with all staff capable of working remotely to maintain the highest level of service.
A small number the team is still working from our Main Office in Redcliffe, and we are proactively disinfecting our premises twice a day, providing a better level of protection for our staff.
No change to our customer service.
You recently received an email regarding the Self Logging of Support Tickets. This policy has been in place since February 2018 and is now mandatory.
To provide an improved customer experience, we previously moved to Self Logging of all Payroll Support Requests.
Logging your own Support Requests provides you with the following benefits;
Allows you to extensively detail the query you require assistance with as the Support Administration Team have limited time which does not enable them to document your questions and comments comprehensively.
Add screenshots which often provides additional detail to enable a quicker analysis of your query.
Places you in the queue promptly, which allows for a faster response.
Frees up additional staff which allows for quicker attention to support requests.
We are continually making changes to streamline our support processes further to provide a more responsive level of service.
You can request support 24/7/365 here.
We want to reassure you that we are doing everything we can to maintain consistency in the way we provide support whilst ensuring the safety and wellbeing of our team. They will do their best to help alleviate your payroll stress. As some are working from home, you may occasionally hear children and dogs, but it won't make a difference to the level of service we provide (although there may be increased wait times). We do ask that our team is treated with patience and respect while we work collectively to meet the challenges that lay ahead.
Please take care of yourself and your family during these exceptionally unusual times. We will get through this difficult period by working together.