Recently, Mark Boutilier of Net at Work spoke with Melissa Charlton, MBA, PHR, SHRM-CP HR Manager for S & S Electric Company, Inc. located in Oldsmar, Florida.  S&S Electric is a family-owned new residential electrical and air conditioning contractor that has been in operation since 1947.  Melissa joined the S&S team 13 years ago and is responsible for managing HR and Payroll functions for the company. She participated in the company’s migration from Abra Suite to Sage HRMS last year.

We began with a discussion of some of the challenges Melissa faces.  First and foremost, she is an HR and Payroll department of one meaning support for S&S’s nearly 200 employees comes from her.  For Melissa, Total Care has been a great asset since the team who did the migration is also her Total Care team.  They know her system and what she needs to make the payroll and HR work for her.

Melissa shared her experience with Total Care from Net at Work in a recent email to her Net at Work Senior HRMS consultant Allison Allen and Allison’s Project Manager, Roshan Hyson.

The Total Care team is extremely knowledgeable and is 100% consistent in assisting me with any and all questions and challenges regarding my HR and payroll needs for HRMS. It is very reassuring to hear a friendly knowledgeable voice walking me through a solution to any challenge I may incur. The service I receive from our investment in Total Care is by far the best support and service I have received from a software provider.

Prior to signing up for Total Care I chatted with the (Sage) HRMS helpdesk only to be told the system could not do what I was requesting or the mistake I made could not be reversed. After signing up for Total Care both issues that were deemed “impossible” to correct, we corrected within 10 minutes by Allison Allen; she is the best!

There is a difference in the quality of assistance provided by the Total Care team and in my opinion HR and payroll are too important to have not have top level support. I will never hesitate to recommend the Total Care team; they are an asset and a viable partnership that provides me not only stellar support but the confidence to know when I put in a ticket my issues will quickly be resolved.

Net at Work’s Employer Solution Practice is proud to offer the Total Care program – this program provides enhanced support and training through a monthly or annual subscription. The Total Care Program is the result of requests from our clients for enhanced support, training and educational materials which will help our clients utilize their HRMS solution to its highest potential.

Total Care membership benefits include:

• Unlimited Training Classes – We know how critical it is to truly understand the capabilities of your HR/Payroll Application. Net at Work will provide a training calendar with at least four training events per month. Topics will range from HR basics to advanced report writing.
• Unlimited Tier 1 Help Support – Need immediate assistance with an issue or question? Net at Work’s helpdesk provides unparalleled support when the need arises. We will work with you to address most issues and questions that business day, and in case of emergencies within an hour.

Direct access to senior Net at Work System Analysts via email and voice

• Monthly Consultant Check-Up – Net at Work’s professional services group provides a proactive, scheduled, and prescribed advisement session. A senior HCM consultant will meet with you monthly to answer questions and provide advisement and support as to ways to improve business processes.
• HCM Express Video Subscription – There are times when you need training on a specific task or configuration, but do not have time for a full training class. Net at Work provides access to recorded express training videos on a variety of modules and topics. These how-to videos provide immediate support when you need it.
• Access to Our Total Care Member Only Peer Network – Net at Work provides a platform for quarterly conversations with professionals and peers related to HR and Payroll.
• 10% Discount – Discount on all consulting services provided by the Employer Solutions professional services team.

Net at Work remains the leading HRMS solution provider for one reason – we never stop looking for ways to better support our clients. We believe it’s not about the HRMS solution you have but having available support and resources to maximize its efficiency in your organization. Our relationships with our clients are our biggest asset, driving us to always support and exceed their expectations.

To find out more about Total Care Membership, talk with your Net at Work Account Manager and download this feature sheet for more details.