Red Wing Software - Notes from the President Ken Hilton

Ken Hilton - President Red Wing Software

Preparation pays off. Unless you’re fairly new to reading this newsletter, I’m sure you’ve witnessed my bragging about our staff. This year is no exception to their commitment to providing the best software and support experience possible to our customers.

Throughout 2015, Red Wing Software has been designing, programming, and refining functionality for our CenterPoint Payroll software to handle the reporting required by the Affordable Care Act (ACA). While our development and quality assurance teams did everything they could to make the new features work properly according to the legislation and make them as intuitive as possible, our technical writer and support team were preparing for implementation by our customers and making sure they had everything they needed to smoothly create and electronically file the reports.

This preparation included several documents that can be found in our help files/How2 Viewer, as well as notifying our customers about the need to file these new forms, and the information they needed to collect and enter into the software. It also included our notification of legacy payroll product users who, if they needed to comply with the new requirements, would need to migrate to CenterPoint Payroll, as our legacy products would not have ACA functionality.

Because of this effort, our busiest time of year has gone extremely smooth. In a matter of about ten business days, we were able to handle over 4800 support calls, with over 85% of those calls being handled as they came in, and with on-hold wait times being the lowest our customers have ever experienced.

We want to thank our customers for implementing the new requirements in a timely manner, which certainly helped reduce the calls during the first of the year. And, of course, it helps that we have the most dedicated staff in the galaxy.

Everyone in business realizes that their particular industry experiences certain times of the year that they are the busiest, and doing as much as possible to prepare ahead for the upcoming crunch-time makes for a smooth busy season. What can you do to prepare your business?

- Ken Hilton, President

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