Transitioning New Clients from Implementation to Payroll

Scope

Applies to all Implementation Specialists (IS) transitioning fully implemented clients to the Payroll department.

Roles & Responsibilities

Procedure

A. Pre-Transition (2–3 Weeks Before Target Handoff)

1. Confirm Payroll Processor in HubSpot

   • Navigate to the client’s HubSpot Implementation – New Group ticket.

   • Verify the assigned Payroll Processor is listed in the ticket (Owner/Assignment/Notes).

   • If no processor is listed: email Rebekah to request assignment.

     • Subject: Payroll Processor Assignment Needed – [Client Name / ID]

     • Include: target transition window, payroll frequency, notable services/scope.

2. Notify the Assigned Payroll Processor

   • Once assigned/confirmed, email the processor to introduce the client and notify them that you will begin including them on calls and payroll processing leading up to the transition:

   • Email template:

     • Subject: Heads Up: Transition Incoming – [Client Name / ID]

     • Body:
       “Hi [Processor Name],
       I’ll begin copying you on client communications and including you in relevant working sessions and preview/processing checkpoints for [Client Name] as we approach transition. Target handoff window: [date range].
       Summary: [pay frequency, services, any known nuances].
       I’ll also set a 15-minute internal sync to cover special circumstances. Thank you!”

3. Add the Processor to Upcoming Events

   • Add the PP to relevant calendar invites (e.g., parallel payroll review, data verification, training wrap-ups).

B. Communicate Transition to Payroll Team (Formal Notice)

1. When implementation setup, training, and parallel testing are complete (or on track), send a formal transition heads-up to the Payroll Team. Include:

   • Client Legal Name & ID, target transfer date

   • Payroll frequency/schedule

   • Services purchased (e.g., Time, HR, Benefits, GL)

   • Any special circumstances, open items, or critical notes

   • Primary client contacts and communication preferences

C. Internal Transition Meeting (15 Minutes)

• Participants: IS + assigned PP (Teams)

• Agenda: payroll cadence, first five live runs, add-ons, GL, open items/exceptions, processing nuances, client preferences, key deadlines

• Documentation: Post summary in the HubSpot ticket.

D. Client Introduction Meeting (15 Minutes)

• Schedule a Microsoft Teams call with the client + PP (IS hosts).

• Objectives:

  • Introduce the PP as the client’s new primary contact

  • Review the new payroll process, cadence, and support model

  • Confirm the date of the first payroll under Payroll and any prep requirements

  • Q&A and expectations

• After the call: note completion in HubSpot and send quick recap to client & PP.

E. Update Account Reps in isolved (After Client Introduction Call)

1. Log in to isolved.

2. Update Account Reps:

   • Client Management → Client Maintenance → Legal Company → Account Reps

   • Client Management → Client Maintenance → Pay Group (confirm processor)

3. Ensure the PP is reflected everywhere appropriate.

F. Close Implementation Ticket in HubSpot

1. Go to HubSpot → Tickets → open the client ticket.

2. Update Status: Closed – Transferred to Payroll.

3. Add closing note:
   “Transition completed on [date]. Client intro with Payroll done. isolved Account Reps updated. Ownership transferred to Payroll.”

Quality Control & Evidence

Milestone Checklist (Quick Reference)

• ☐ 2–3 weeks out: PP confirmed in HubSpot

• ☐ If no PP listed: contacted Rebekah for assignment

• ☐ PP notified and added to upcoming calls

• ☐ Internal IS↔PP 15-minute sync complete

• ☐ Client + PP 15-minute intro call complete

• ☐ isolved Account Reps updated (Legal Company + Pay Group)

• ☐ HubSpot ticket closed: Closed – Transferred to Payroll

Suggested Email Templates

Processor Confirmation (to Rebekah if missing):
Subject: Payroll Processor Assignment Needed – [Client Name / ID]
Body: “Hi Rebekah—Can you please assign a Payroll Processor for [Client Name / ID]? Target transition: [date range]. Frequency: [weekly/biweekly/etc.]. Services: [list]. Thanks!”

Processor Heads-Up (once assigned):
Subject: Heads Up: Transition Incoming – [Client Name / ID]
Body: “Hi [Name], I’ll begin including you on calls and payroll processing for [Client Name] with target handoff [date range]. Summary: [key details]. I’ll also schedule a 15-minute sync to cover special circumstances. Thanks!”

Client Intro Invite:
Subject: Introduction to Your Payroll Team – [Client Name]
Body: “Hi [Client], As you move from implementation to ongoing payroll, I’d like to introduce [Processor Name], your Payroll Processor. Please join us for a brief 15-minute Teams call on [date/time] to walk through your ongoing payroll process and first run timeline.”