Case Study: ASAP Accounting and Payroll Services achieves faster responses and consistent, scalable customer support with Help Scout

ASAP Accounting and Payroll Services - Customer Case Study

ASAP Accounting and Payroll (ASAP), a 27‑year‑old firm serving 800+ clients nationwide, faced growing pains from managing client email in a shared Outlook inbox—duplicated work, lack of organization, and difficulty staying consistently personable while handling complex payroll questions. To scale and keep its “neighborly” service model, ASAP adopted Help Scout as its customer communication platform.

Using Help Scout’s shared mailbox, Saved Replies, Docs (Help Center) and Productivity Reports, ASAP built a searchable Help Center with over 250 articles, standardized responses with saved replies, and gained visibility into first‑response times and team workload. Help Scout’s tools helped ASAP deliver more consistent, timely support, reduce duplicated efforts, drive inbound traffic from Docs content that generated leads, and improve operational metrics through reporting.

ASAP Accounting and Payroll Services

Diana Murray

Director of Business Development