Case Study: Paychex improves support efficiency and customer satisfaction with BeyondTrust

Paychex saves 100 hours a week with BeyondTrust Remote Support

Paychex, a leading provider of human capital management solutions, faced a challenge in its support workflow where agents were losing significant time manually switching between applications like ServiceNow and their knowledge base. This disjointed process created friction, repetitive work, and a poor experience for both agents and employees. To streamline this workflow and improve support, Paychex partnered with vendor BeyondTrust and utilized its Remote Support product alongside a ServiceNow integration.

The solution implemented by BeyondTrust was a tailored integration that seamlessly connected Remote Support, ServiceNow, and the Paychex knowledge base. This allowed agents to auto-populate ServiceNow tickets with user data and article viewing history directly from the Remote Support console, eliminating manual entry. The results were substantial time savings of over 100 hours per week across the team, improved accuracy, and dramatically increased customer satisfaction scores. BeyondTrust's integration provided valuable data on issue trends and transformed the support experience at Paychex.

Paychex