MAKING THE MOST OF THE CXM OVER 40

MAKING THE MOST OF THE CXM OVER 40

MAKING THE MOST OF THE CXM OVER 40 YEARS IN PAYROLL Presented By: Rosa Martinez PAYROLL IMPLEMENTATIO CXM

N ACH/ACCOUNTING Payroll lives in the CXM; its the first thing they see when they login, and the last thing they see before they leave for the day. Implementation; uses the CXM to track new clients and their progress. ACH/Accounting; uses the CXM to track NSFs and billing setups. Tax; uses the CXM to track notices and state setups. TAX

Once you have completed this session you will have working knowledge of the CXM, be able to create a template, and learn how to attach it to an office for use during implementation. Dashboards: If you click on the Columns, you will see the following menu selection:

My View: My customizable view Incoming: Items that are scheduled to be processed that day Projects: Open projects that are assigned to you, or projects that you created but are assigned to someone else. Submitted: Web submitted clients including PPX Tasks: Open tasks that are assigned to you Tickets: Open tickets that are assigned to you, or tickets that you created but are assigned to someone else. Notes: Notes that are in an open ticket, or that you created Payrolls: Payrolls that are on a status (Entering, Submitted, Finished, DD Ready and EFTPS Ready)

Select or deselect columns that you want in your personal view. You can also rearrange the columns to fit your needs. For example, someone who is not in the payroll or implementation departments might not want to see the incoming, submitted or payroll columns. They can remove those columns, and rearrange the remaining columns in the order they would work them. When you make changes to your view; the settings will remain until you change them. They do not return to the default settings when you close out of your session.

If you right click in the columns, you have additional options: Implementation: this view shows all clients that have the Implementation category.

Project: This view shows all projects, and includes those in Implementation. Project dashboard view: Implementation Dashboard View The dashboard report is ran by channel partner. This report shows the clients in Implementation along other information like, their specialist,

when they enrolled, what their projected start date is, where they are in the phases and the last contact made. This is all useful information, however it is one way that we track that the Imp Specialists are making contact at least every three days with the client, and sometimes more often if the client requests. Company: If you have a company number selected at the top of your screen, data will be filled in here letting you know how long that client has been with you, how many active employees, who the client is assigned to and if you have the EAR stored, what that is. Actions:

1. Payroll: While your company is selected still, the arrow next to payroll allows you to see the options in the third screenshot to the left. Start a new payroll, edit an open payroll and go to the calendar. There is a quick link to the payroll view and alerts view also. Alerts show you which clients have calendars that need to be regenerated. 2. Go directly to company or employee setup by clicking on either of those words. 3. Create a new sticky note.

Actions: 4. Create a new ticket, with or without a template. To create a ticket using a template, simply click on the arrow and select Ticket from Template. Select the template and click on apply. 4. Ticket: Create a new ticket, with or without a template

Your ticket is now created and you will see it in your view. 5. Project: Create a new project, with or without a template. This works exactly the same as the ticket template, however you will have different options for your templates. Under Actions, you also have some additional options that can be found by clicking the arrow in the corner: Go directly to a new task, note, document or to scan a new documentall items that can be attached to a ticket or project. Views:

View existing tickets, projects, tasks, notes and documents. We also have the calendar view. This screen takes the place of the old Today screen. Although it was a replacement, we added so much more information for our payroll specialists. You can see all the columns available in the next two screenshots. If you click on the column, that will put the view in order by that column. You can also click in the column on the filter icon (Its pretty small, but its

there!). You can find it by hovering over each column. The filter icon will appear in the upper right hand corner of the column field. Each column will have different filter sorting options. You can also click on any of the column headers and drag it up above the columns; this will group the view by that column. If you have an employee out on vacation, you might want to print out their calendar to distribute to the remaining

specialists. In this scenario, you might not need all of the information included in the above screenshots. To make the calendar easier to read, determine which columns you need, and then hide the rest. To do this, right click on the column that you do not need, and select the option to hide this column. Repeat this with the other columns as needed. Below is a sample of what the calendar can look like after removing some of the columns. To print the calendar, click on the print preview icon. Youll see the following view:

The default orientation is always portrait, so if you left a lot of columns like I did; youll want to change it to landscape prior to printing (1). You also have the option of exporting to excel or another format instead of printing (see screenshot to the left). To do so, click on the export button (2) and youll see the list of options to the left popup. Select your format and save. I usually save mine to excel so I can further manipulate the file before I save and

email to the managers. The payroll icon groups payrolls within a particular status. You have the options of Web Payrolls, Open Payrolls and In Progress Payrolls. Web Payrolls are clients that process their own payroll, via PPX, PHR or PP. When they submit their payroll, they sit here until the payroll specialist prints the balance reports. The PPX user has the option of letting their payroll specialist know if they need a call prior to the payroll processing. They can also notate some one time changes that they need their payroll specialist to add to the payroll prior to printing. These notes are only seen in this view. Open Payrolls are clients that are on entering checks.

In Progress Payrolls are payrolls that are on a status after entering checks. The payroll could be on finished checks, DD ready or EFTPS ready. See the screenshots for each view. Web payrolls Open Payrolls In progress payrolls The final icon under this section is the calendar alerts. This icon lets us know

which calendars are about to expire. This view can also be exported so you can email your payroll specialists to remind them to re-generate the calendar for their clients. Once the calendar is re-generated, the client will no longer show in this view. The last section that we are going to cover is the filter. The option to change your view from Only Mine to all is here. Also, you can filter your view by company, and select to show closed items for whichever view you are selecting. If you click on

the My Filters section, you will see some predetermined options. Finally, you can click on the arrow pointing down in the right bottom hand corner. This section is very important because you can build templates for the views that you select often so your settings are saved. The filter allows you to change the dates to look at future weeks for payroll processing, and for looking at a specific person when looking at tickets and open tasks. Your options

are defaulted to today, however, you have the options of the view by week, month, quarter and year. Your options at the bottom allow you to turn on or off the filter for company, showing the employee category, show closed, show inactive and show sample. The filters are helpful for those times when you want to see specific

information. For example, our Payroll Manager might want to see information only on the new employees. For this, he could create a view that shows the calendars for his new hires only. For this example, we need to create a new view, although I dont want this view to be my default. 1. Click on the plus sign to add a new view. 2. Name the new view.

3. Make sure to save the name, by clicking on the check mark. 4. Add the users you want to view. 5. Add the date range. 6. Click Apply. Now I have a different view for the new employees only. The second example I have is to change the view to include inactive companies. This view is good for when looking at

client losses. To do this, we are going to click on the arrow pointing towards the bottom right edge. 1. Click on the plus sign to add a new filter. 2. Name the new filter. 3. Make sure to click on the check mark in the filter name to save this. 4. Change the filter setting to default. 5. Make changes (add show inactive

clients) 6. Click on Apply. Now I have a different view in my filters. Click on the drop down arrow to see them. Channel Partner Setup The other templates that we created specifically for Bamboo HR are: 1. Data Change notification

2. Error Notification 3. Shell company for Bamboo Vendor support ticket 4. Bamboo Support Ticket 5. Bamboo HR enrollment company 6. Bamboo Enrollment template This is under Global/Bureau/Office Settings When creating the template company for online enrollments, we name the

template after the channel partner and assign this in the bureau settings. After we create the project template for the online enrollment for this channel partner we also add that here. This is under Global/Bureau/Bureau Setup/ Service info tab. Bamboo Support Ticket Template

Bamboo HR data change notification ticket template Bamboo Error Notification Ticket Template Shell company for Bamboo vendor support ticket Bamboo HR enrollment template How do I create a new Template in the CXM?

First you need to determine if you need a ticket or a project. Tickets usually can be closed quickly; while projects can stay open for a longer period of time. Next you will need the information for your template. What are you trying to accomplish with this template? Who needs a task? From your Dashboard you will click on either Tickets or Projects and click on the template mode icon. To

create a new click the have whitecreated portion any of your screen andpast select add

new. Your default viewproject, is onlyright mine so ifinyou projects in the they will

show here. If you have not your screen will be blank. You can change your view by clicking on the only mine icon and this will bring up projects created by all other users. The goal with the template is to provide enough information to the creator so they can provide the persons who are assigned tasks, the tools to complete their tasks. o o o o

o o o o You dont want to fill anything in the upper portion of your screen, this will be filled in when the project is created. Only enter information into the part that is circled red, this is the permanent info. Select your category and sub category (these can be added here Global/System/Global Lists) In the Description field, enter the instructions for this template.

In the Resolution field, let the user know what to do once the project is completed. Add tasks to alert users of items pending/needed. Add documents so the user can quickly access needed information. Add notes so the user knows what is needed. When we were creating the template for BHR Implementations we realized that we needed to alter the template from what we were currently using. In doing so we removed some existing tasks and added others. We put the tasks in numerical order and decided which ones we needed the client to see. The following tasks are for the implementation team. Daily new client update.

1. Payroll Account Creation: Turn on BHR service, turn on PPX Pro. 2. Awaiting Starting Docs: Pending Fed Source, State Source and Voided check. 3. Welcome Call

Build Shell- add to the shell that was auto created with the info you receive from the client. Call Client and introduce themselves Discuss with the client divisions in BambooHR and to set their employees in the correct division and department. If they have deductions, set up each employee with deductions in BambooHR. If they can, get more details on how some of their deductions are taxed. Make sure to have all 2017 termed and active employees in Bamboo payroll then notify us when completed so we can sync. Ask them for pay frequency, process date and check date so we can create calendar Ask how many EEs 2017Priors?

3. Welcome Call continued: How many States Ask them the KYC questions which are: Principle Owners/Officers: Business Type: Physical Address (if different from Company Info):

What type of business/describe activities: How long have you been in business? These help the ACH team determine if this client is high risk. 4. Sign documents electronically: Expeditor works with client to get docs signed. 5. Getting started call: Confirm company structure/pay & deduction codes and prepare for data sync. 6. Synchronize Bamboo HR data: Alter any company data prior to turning on the sync, (div & depts.) Remove password to start sync. 7. Data Review Call: Call the client either for pending information, or to discuss where we

are at with the information they already provided. 8. Payroll history initialization: Enter in priors. 9. Account review call: Contact the client if you need clarification on the priors 10. Payroll history finalization: Send data integrity reports 11. Final account review call: Call the client to review the reports sent for review, and to schedule the payroll training. 12. First payroll training: Call client to schedule the first training and complete the training. 13. Permanent payroll specialist assignment: Meet with CPD payroll manager to determine who to assign the client to. 14. First payroll ran: First payroll ran with implementation manager.

Permanent payroll specialist notes: Document the payroll processing notes; and also to document any pending items for the new specialist. The following tasks are for other departments: Accounting Audit, ACH Setup, Billing new client setup, Open liability impound, Local tax setup, Reconcile priors, Tax new enrollment, Tax apply for PIN, SSN Verification and Tax final review. We require that most of the tasks be completed prior to processing the first payroll. Example of a new enrollment template: CXM Best Practices

We normally start end of day around 3:30. Because at that time we should be done processing payrolls. And its still early enough that your first shift employees havent left yet. You are going to want to review the calendar icon first. Here you need to determine if the clients left on the calendar are going to run that day. Hopefully your payroll specialists have contacted all the clients and made notes. If you right click on the calendar item, one of your options is to edit the calendar. Your payroll specialists can put notes in the description area. We use this area to let the manager know the date/time that we reached out to the client. If the payroll specialist hasnt reached out to the client, now is the perfect time to. Before the employees in the distribution room

have left. Next you should verify that all the clients that were on web submit have processed. Sometimes you might have some clients that submit their payroll a day or more early. If thats the case you can choose to leave the clients on this status until two days prior to the check date. Or you can run the balance reports and change the status of the payroll to finished. If you print the reports the day that the payroll is submitted to you, even if the check date is a few days away, that gives you more time to figure out what needs to be done if the client is out of balance. Hopefully all of your payroll specialists print out the balance reports each time a client is submitted online.

Your Open Payroll view shows you the clients that are on entering checks. The view even goes one step further and shows you the clients that were web submits. Once 3:30 comes around, I like to review this screen, and I normally sort by the check date. If there are clients in this view that have a check date greater than two days in the future, I disregard those. Im mostly concerned with the clients that have a check date of tomorrow. The ones that have a check date of two days from now, I still ask the payroll specialist about; however I know that we have one more day (if we desperately need it!). On Monday you might see a lot of check dates for Friday, come Wednesday the majority of the clients should fall off. Finally we have the In progress payrolls. This tab might be my favorite. Because I can see

exactly what Im looking for in this view. I want to see if the clients that are on DD ready have a check date past two days from now. I want to see if the clients that are on Finished checks need to be printed that day or if it can wait until tomorrow. I want to see if the clients that are in the Print Stack, arent stuck. And if any of them have DD services, I want to be able to let our ACH team know to expect them. When Im helping with end of day, I will sometimes start emailing screenshots of the clients that are showing on each of these screens and I keep reviewing them up until 5pm. Reviewing these screens helps the manager have that peace of mind that I was mentioned earlier, because that feeling that you get when you wake up in the middle of the night and you wonder if you did whatever you were supposed to do? Yeah, that sucks.

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