Support & Education

Support & Education

Optimizing platform usage and enhancing the operational experience for our customers.

Our Goal

Our goal is to transform global payroll, streamlining processes, and reducing deadlines to save time and ensure payroll accuracy. To help customers accomplish this, we offer a selection of tools that guide administrators and users to maximize performance with our solution’s capabilities.

Given the importance and time-sensitive nature of payroll, we have created an extensive support framework, developed around three critical elements to ensure we can deliver an excellent service to our customers. First, the Immedis Platform contains comprehensive self-service and self-support tools. Second, our Customer Engagement Partners provide personalized and omnichannel support to our customers for critical and complex issues. And finally, our Customer Support Portal provides a secure, traceable, and rapid response to all types of customer queries. Combined, they provide our customers with a robust and comprehensive service enabling them to pay their employees accurately and on time.

Andrew Desmond, COO

Support

Ask Immedis is our customer support portal and is adaptable and scalable to offer a superior customer experience.

Customer Support Portal

We provide Tier 2 support by responding to our customer’s requests and queries in line with appropriate service level agreements and key performance indicators.

We provide Tier 0 support to customer’s employees regarding self-service system access, account information, password generation, and other technical aspects of the Immedis Platform.

Employee Experience Webinar

Ask Immedis

Customers utilize the Ask Immedis icon on the platform’s dashboard to interact directly with one of our global payroll operatives. Once a query is entered, a ticket is issued, and we work hard to resolve the matter.

With our latest release, we have added two new customer support features:

  • Tooltips – Offers additional assistance to customers when setting up absence types such as categorizing for sick or unpaid sick leave.
  • ZenDesk widget- This allows our payroll operations teams to interact directly with customers if they have any questions regarding data.
Ask Immedis

Education

The Immedis Academy, accessed within the platform, offers comprehensive training in all aspects of our solutions. The Academy has more than 30 learning modules including learning aids, demonstrations, and instructor-led sessions and is designed to provide an intuitive and interactive learning experience.

The Academy supports the new Immedis certification process with Payroll Admin Superuser Level 1 and Payroll Admin Superuser Level 2 Certifications. Participants who successfully complete the required coursework and pass a final exam will receive a certificate along with a digital badge in recognition of their achievements.

Immedis understands that to optimize the usage of our platform, we need to ensure customers have easy access to high quality training. With Immedis Academy, we strive to ensure that everyone who uses our global payroll solution gains proficiency and knowledge to excel in their role.

Mark Butterly, Training Manager

Get in touch with us.

Contact us today to learn more about our education and support services