August Newsletter2

West UM Service Team,
I can’t believe that we are almost a quarter of the way through FY ‘21. This year is flying by and August was no
exception. For those of you that know me, you know that I try to stay positive no matter what is thrown my way. So as
we approached back to school with my oldest daughter starting kindergarten I approached it with that same positive
attitude. We planned everything out; bought a tiny desk, taught her how to use a computer and mouse and attempted
to teach her how to log into Zoom and the many other applications they need in Kindergarten. We set up play dates in
the park with kids from her class to feel like recess and even bought her a first day of school dress to make it feel
official. Well, after 5 days of zoom calls failing, work calls being interrupted (sorry if you were on the other end of
those calls), homework being done late at night we realized something had to change. And so we changed our plan and
then changed our plan again and then changed it again until we finally found something that worked for us. I share this
story with you as I know all of you are going through something right now. Whether it’s kids going back to school,
hitting the half year mark of being quarantined and the isolation that comes from that or fires impacting so many on
our team. These were all new challenges in August added to the continued concern for your health and the health of
your family as we live through a pandemic, and the uphill battle being fought to eliminate social injustice and systemic
racism that continue to happen in our country. We all keep making changes, adapting and trying to make the best
decisions for ourselves and our families.
The silver-lining:
The silver-lining for me is this team! Somehow, through everything being thrown your way, you are still staying
positive and providing our clients with amazing service during a time they need it the most. With a 50 in Relationship
NPS and a 79.8 in AM surveys in August we continue to show our clients why they should stay with ADP. When I
asked your leaders, how are we doing it they mentioned a few things.
It wasn’t overnight. You have put in very hard work over the past few years to make the Account Manager model a
great experience for our clients.
Through Covid you all have gone over and above to help our clients through it.
You continue to focus on how to do things better and get involved.
We are listening:
As you know we are very focused on listening to your feedback this year and taking action on it. A few highlights in
August were the announcement of the Account Manager Family, the Onboarding Training, the Double or Nothing Poker
Chip Contest and the monthly Newsletters to recognize you all and provide better communication.
We aren’t stopping there though. This month we are holding roundtables to better understand year end, assisting Core
and what needs to change, and how to keep client quality growing. The Directors and I will also continue to join team
meetings and have 1:1s with you all to gain insight and feedback on what we can do better.
Our focus is YOU:
I told you that my number one focus is YOU. I want to hear from you to understand if you feel we are making progress
to put things in place that help you in your role. In turn this helps us provide a better experience to our clients. If you
want to shoot me an email or find time on my calendar I always appreciate hearing from you on feedback and ideas you
have.
ROTY update:
As you know, your hard work helped the West earn Region of The Year. That work has not been forgotten! We are
working hard to get you well deserved, customized recognition packages sent to your homes soon. I wish we could
have had them to you all ready but getting custom items is just taking a little longer right now. Please know we
haven’t forgotten and are forever grateful for an amazing FY ’20!
Thank you again for another amazing month and let’s continue our strong focus on the client experience by
leading all regions in % to AM, NPS results, SR management and other key metrics. Let’s finish this quarter on
top!
-Sarah

Alyssa Lori Valerie Cody
Liszewski Padilla Sambrano Chervick

Lateefah Robert Crystal Naomi
Thomas Cruz Parra Gumfory-
Proctor

Becki Sam John Valery De
Smulson Casillas Anderson La Riva

August
Birthdays!

Jim Martha Shannon Gina
Ebbers Perez Radloff Alvarado
28 Years 21 Years 20 Years 15 Years

Stephen Christina Freddie Mickey
Post Flores Jauregui Lopez
6 Years 6 Years 4 Years
15 Years

Romero Shay
Hood Rally
3 Years 3 Years

August
Anniversaries!

#WorkingFor The Best Client Experience
West UM August Winners

Team Spotlight

Team Bustamante Team Ramelb

#BackToBack

West Service
Center Totals:
August Results

#BeEfficient #BeTheExpert

Up Market Service: Up Market Service:
• 35.6% Routed to AM Manager #1 • 50 Relationship NPS, +2.9
• 22% to Voicemail #1
• 32.8% to Express #1 Increase YoY
• 16.4% Not Ready #1 • 74.3 AM Survey, +1.8
• 307 RONAs #2
Increase YoY
Project Services: Project Services:
• TSLA - under 14 days • NPS – 72 FY20
• Age - under 45 • Response Rate 25%
• Open Cases – 40-45 Open M.O.M • Individual Monthly

AVG. Responses
Resolution:
Resolution: • Teach the client/AM (who
• TSLA - under 10 days
• Age - under 30 wants to be
• Open Cases – 20-30 Open M.O.M taught) Reading the client
& responding accordingly
AVG. • Stay informed and grow
your knowledge
#BeTheGuide
#Support Services
Loyalty:
• 52.6 Relationship NPS #Support Services – AUG
• 25 new PA’s 54.5 NPS
• Protected Revenue $ 3.93 M - Spins & Transfers
• Losses are trending near plan
- Database Mergers
for August 224 Projects

416 Resolution Cases
$61,450 Revenue July

What are you Transform the
#WorkingFor? way great work

gets done!

Tips and Tricks

#WorkingFor The Best Client Experience

• What is #BeTheExpert?

- Be the expert means… being knowledgeable, always
seeking out the right answer and expertise, providing
best solutions and use your tools to constantly
educate your clients.

How to Grow Your Expertise

- • Take a class in MyLink2Learn
- • Reach out to a trusted colleague or member of

another service team for a review session on a given
topic
- • Post in the Team Chat
- • Build your network…ask a Sr. Account Manager on
another team for help
- • Use the Learning Bytes on the ADPworks or The
Bridge

#WorkingFor… Team Champions

Team/Manager Champion

Anderson Rachel King & Matthew Chaisson
Bustamante Erica Barnett
Denton Jazmin Buchberg
Hood Amy Lyng
Jacquez Noemi Perez
Loyalty Erin Caswell
Nine Emma Klebe
Post Karen Dela Cruz
Ramelb Caitlin Campisi
Rodriguez Jessica Reyes
Rumph Shawn Donovan
Smith Marcus Neuman
Support Services Elena Peres

Thomas Andrew Valenzuela

Peer to Peer Monthly Update

Topic: New Contact Best Practices
August 2020 Edition

Quote of the Month HOW TO HELP YOUR NEW CONTACT

If a thing’s worth doing, • Use information provided by current contact to
it’s worth doing well. - decide on best approach for new contact,
Chinese Proverb scheduling a call vs. sending intro information.

QUICK REMINDERS ! • Walk the client through accessing Service
Connect if you have them on the line or send out an
To add a new client email with instructions on how to access Service
contact,
advise the client to log Connect.
into WFN o Create a SR that contains intro documents,
and go to Support-Setup- training information, bridge links and
Tools.
Once you receive the additional resources for the client as
Welcome to attachments.
ADP email, reach out to o When sending out client specific intro
the new
contact to introduce documents, utilize Aegis File Validation
yourself. Service .
Confirm new contact has • For contacts new to WFN and/or ADP, set up
access to
Service Connect prior to reoccurring weekly or biweekly meetings.
walk o Meet to discuss and review open requests. o
through instruction Educate client on processes to assist them in

getting timely resolution .
o Plan on holding these meetings for about a
month or two. Confirm with client when they

feel comfortable concluding these meetings

RESOURCES TO HELP NEW CONTACTS LAST MONTH’S TOPIC:
NEW CONTACT BEST
• Utilize or create resources containing bridge links PRACTICES
for the specific topic or role the contact needs. o
Bridge link resource: Client Success Plan (attached) NEXT MONTH’S TOPIC:
PROBING
contains bridge links broken down into common
topics new contacts may need assistance with. Look out for your Peer to
• Reach out to the Learning team to discuss Peer Monthly Updates in
your next team huddle or
training plans and assist client in course meeting!
enrollment.
• Utilize Co Browse when working with new

contacts. o Will help new contacts navigate the
system

Brought to you by the Quality Mentor Program and your Peers