Case Study: Paychex Increased Operational Efficiency With Upland Software

The Challenge

Paychex, a leader in payroll, HR, and benefits outsourcing, faced rapid contact centre growth and complexity with new product launches.

Their service desk knowledge was fragmented across platforms, utilizing common errors databases, ITSM systems, shared drives, and “tribal knowledge,” which resulted in inconsistent support answers.

With expanding service offerings on the horizon, Paychex needed a robust strategy to control support volume and unify knowledge across all agents.

The Solution

To transform support, Paychex adopted an enterprise-wide knowledge management initiative using RightAnswers and the Knowledge-Centred Service (KCS) methodology.

A formal kickoff established knowledge as a primary product and introduced new process roles, including KM process owners, managers, and KCS coaches.

The company created standardized taxonomies and multiple portals tailored to each division, ensuring relevant knowledge delivery.

Integrations with ITSM and CRM platforms made KCS seamless and part of daily workflows, reinforced by frequent reporting and gamification to foster a thriving knowledge culture.

The Results

Paychex’s approach drove measurable improvements:

• Unified support experience and more consistent answers across divisions.
• Increased operational efficiency as duplicate and outdated articles were eliminated and knowledge reuse soared.
• Company-wide buy-in led to a successful expansion of KCS beyond IT, ultimately creating a culture where knowledge is everyone’s responsibility.
• Frequent reporting, quality-focused rewards, and engaging contests kept teams motivated and KCS adoption high.

Reviewed by: Rachael Trickey