2023

RUN Powered by ADP® (RUN)

Entrant Company

ADP®

Category

Customer Service - Business to Business

Client's Name

Country / Region

United States

RUN Powered by ADP® (RUN) is a cloud-based, automated service that helps small business owners manage payroll and HR by streamlining these tasks, enabling them to focus on growing their business. RUN is a significant disruptor in the payroll space, simplifying these processes for small businesses with a custom-built solution tailored to their unique needs.

To meet small business owners "where they are," ADP has created a service culture that humanizes its small business clients with the title "Alex." The foundation of the "Alex" program is to ensure that every ADP customer service associate emotionally connects with the small business owners ADP serves and understands what great experiences should be from the client perspective.

"Alex" goes beyond direct human interaction and significantly influences how the design and technology of RUN serve the end-user. Four quality standards define all experiences for Alex and were developed with a deep understanding of client wants and needs. Guidelines, standards, and technologies were put in place to achieve these quality standards. These quality standards place "Alex" at the core and serve as the framework to unite ADP customer service associates with Alex.

The four quality standards of "Alex" initiatives are:

● Be easy to work with
● Be the expert
● Do the work quickly
● Be efficient

The Alex strategy is digital-first, yet not digital-only. Meeting small business owners where and how they want to be met is a key aspect of this digital evolution. The strategy also drives RUN product development as it transitions from a human-led into a more machine-led, human-governed environment.

 
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Entrant Company

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Category

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Country / Region

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Entrant Company

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Category

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Country / Region

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Entrant Company

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Category

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Country / Region

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Entrant Company

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Category

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Country / Region

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