Issue
This client, a legal services firm, initially transitioned away from CBIZ in 2024 after being presented with a seemingly lower-cost HR and payroll solution from Paychex. Shortly after making the switch, the client realized the new platform did not meet expectations and could not deliver both strong technology and reliable HR support. The client experienced limited access to support, frequent ticket submissions, delayed responses, and a lack of continuity between service teams. As a result, they swiftly considered returning to CBIZ.
Solution
As the client considered transitioning back to CBIZ, our payroll and HR teams:
- Maintained a proactive and relationship-driven approach.
- Stayed engaged with the client through consistent, coordinated outreach.
- Provided clear comparisons between Paychex and CBIZ payroll and HR service offerings, helping the client better understand the differences in value, service, and outcomes.
- Aligned pricing with the client’s previous arrangement to help facilitate return.
- Retained the same HR Services team, providing continuity, and leveraged their existing knowledge of the client’s employees, processes, and business needs.
- Utilized the client’s previous HCM platform setup and established system configurations where possible, allowing for a more efficient implementation and a seamless transition back to CBIZ.
Leveraging the client’s positive past experiences with CBIZ, the team positioned a streamlined return to a comprehensive, trusted solution.
Outcome
Within a year, the client chose to return to CBIZ, reimplementing the HCM platform and reestablishing outsourced HR support. The transition resulted in improved operational efficiency and a more cohesive HR and payroll experience.
By restoring a familiar and effective solution backed by responsive service, CBIZ helped the client regain confidence and stabilize internal processes, strengthening a long-term partnership once again. The client benefited from improved response times and direct access to dedicated team members who understood their business, reinforcing the value of personalized service over a lower-cost alternative.
| Company Information | |
|---|---|
| Industry | Professional Services |
| Geographic Footprint | New Jersey and New York |
| Number of Employees | 30 |
| Years as Client | 10+ |
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