Internal Process Guides
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      1. PayNW Knowledge Base
      2. Internal Process Guides

      Client Health Check Calls

      Process to proactively build and strengthen client relationships

      Purpose
      The purpose of Client Health Check Calls is to proactively build and strengthen client relationships, ensure overall satisfaction with our services, identify and resolve pain points early, and support clients in maximizing the value of the system modules they utilize. These calls are an important part of our commitment to delivering exceptional service and being a true partner to our clients.

      Policy Overview
      Each Human Capital Management Representative (HCM) is expected to perform two (2) client health check calls per week. These are non-issue-driven calls intended to be proactive and relationship-focused rather than reactive.

      Call Objectives
      During each health check call, the HCM should aim to:

      1. Build and strengthen the relationship
        • Engage in friendly conversation to maintain rapport
        • Reinforce that we are a trusted partner, not just a service provider
      2. Gauge overall client satisfaction
        • Ask open-ended questions about their experience with our team and services
        • Encourage honest feedback
      3. Identify pain points
        • Explore any recent frustrations or challenges
        • Take note of recurring issues or potential escalations
      4. Review system usage and functionality
        • Ensure the client is comfortable with key features
        • Offer refresher training or helpful resources if needed
      5. Promote module adoption and optimization
        • Confirm the client is utilizing all purchased modules
        • Discuss opportunities to better leverage existing tools
        • Suggest additional features that could benefit the client

      Documentation
      Each health check call must be documented in Hubspot ticket with the following information:

      • Product of PR
      • Category of Health Check
      • Summary of discussion
      • Action items or follow-ups
      • Any pain points or concerns noted
      • Opportunities for system optimization

      Accountability
      HCMs will track their health check calls weekly. Managers will review call activity during 1:1s to ensure consistency and to support follow-through on any client needs or escalations.

      Additional tickets will be opened to track follow-up items