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Top-Notch Customer Service Provided by Experienced HCM Specialists

How We Deliver Industry-Leading Customer Service in Payroll & HR

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Average Hold Time Less than 60 Seconds

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of Support Cases Resolved in First Contact

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Average Answer Time for Phone Support

Patience & Professionalism When You Need Them Most 

Nobody enjoys reaching out for support. However, with PNI•HCM on the other end, you’ll always encounter knowledgeable staff, quick solutions, and a warm smile.

How We Do It

Our 3-Step
Support Process

Step 1: Open a Support Ticket

Call or email support to automatically generate a support ticket. You’ll receive an email confirmation that your ticket was created and be provided with Case ID number.

Step 2: A Specialist is Assigned

You will receive an email update alerting you that your case has been routed to a Support Specialist who’s an expert in your area of need.  

Step 3: Receive Collaborative Support

Your Support Specialist will reach out to you personally, either with an immediate solution or to gather additional information until you’re satisfied that the issue is resolved.

Earning First by Putting You First

Our Customer Satisfaction Ratings

PNI NPS Score Graphic

Superior service is what sets us apart, but you don’t have to take our word for it. Our clients consistently score us with top marks from implementation to ongoing support. 

98%
Implementation Satisfaction
94%
Client Retention
75
Net Promoter Score

Support Worth Raving About

View Our Client Testimonials

"The Big Fish Restaurant Group was founded in 1997 and has grown to 18 unique restaurant concepts today. Our unmatched hospitality and delicious food have created a following of loyal guests both local to Delaware and visiting. We currently employ over 700 team members. Throughout our growth, Payroll Network [PNI•HCM] has supported us with outstanding payroll and human resources software and services, as well as superior client support."
Holly M.
VP of Operations, Hospitality Industry
“Several months ago, VFC made the move to Dealer People Cloud [PNI•HCM]. Their onboarding process was simple and smooth. Their support through that process and continued support have been outstanding. The DPC system is very easy to use. We highly recommend DPC for any organization and definitely for auto dealerships because of their commitment to the industry and industry knowledge.”
Martin S.
President, Automotive Industry
“I love isolved, and I love all the customer service reps at Payroll Network [PNI•HCM]. I have never experienced such exemplary customer service. The staff at Payroll Network, whether they are from Sales, Marketing, or general Customer Service, are top-notch. I have never encountered one customer service rep that didn’t make me feel like I was their number one priority. We all could take a lesson from you!”
Dana J.
Automotive Industry
“After having processed payroll in-house, I decided to outsource the payroll processing function so that I could focus my efforts on more strategic issues for my company. We chose Payroll Network [PNI•HCM] and have never had any problems. The Payroll Network support team is excellent.”
Martha D.
Agriculture Industry
“You always solve my problem with just one call.”
Lexi S.
Finance Specialist, Private Education Industry
"We have been a Payroll Network [PNI•HCM] client for more than a decade. We are very pleased with the team and technology."
George C.
President, Automotive Industry
"Payroll Network [PNI•HCM] is our payroll service of choice when it comes to helping our clients find a reliable and professional payroll service provider. We use Payroll Network for our firm’s payroll service and have for years."
Vince C.
CPA, Finance Industry
“In an environment where so many service-based businesses no longer understand customer service, you are a shining star. Imagine a company who actually cares if we are happy! What an awesome group you have, and trust me, ask anyone who knows me. I can be one tough cookie.”
Patricia B.
CPA, Financial Industry

Treat yourself to the stress-free support you deserve.

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Frequently Asked Questions

What support channels are available?

Clients can reach our dedicated support staff by email or phone. Self-help options, including our Client Resource Center and the isolved University, are also available.  

Call support at (833) 710-3579. 

Email support at support@pnihcm.com. 

What are the support hours?

Business hours for our support team are every day from 8:30 am EST - 8:30 pm EST. If you call outside of business hours (8:30 am EST - 8:30 pm EST), leave a voicemail, and we'll call you back asap! 

What is the average response time for support requests?

We pride ourselves on promptly handling all of your requests. Over 33% of support cases are resolved within the first call or email to us about the issue.  

 On average, our Support team picks up the phone within 12 seconds and on the rare occasion that our clients are placed on hold, they wait less than a minute for the undivided attention of our dedicated experts. 

Will we have a dedicated account manager?

Every PNI•HCM client gains access to a team of experts, with specialists dedicated to taxes, benefits, general ledger, retirement, and more. Clients with large teams utilizing several PNI•HCM products or services may be assigned an additional Executive Relationship Manager to help route their support requests.  

Is there a self-service knowledge base or online help center?

Absolutely! Self-help options, including our Client Resource Center and the isolved University, empower our clients to answer common questions independently and help them achieve proficiency with the isolved platform.  

What training is provided for new users?

Our Implementation team will get new clients set up in isolved and show them the basics. They will also gain access to our Client Resource Center and the isolved University, which offer tips and tutorials on how to start strong in isolved. 

We also offer expert-led employee self-service training to help you train your new employees on isolved more quickly and thoroughly. 

How do you measure and improve customer support quality?

We always aim to exceed our clients’ expectations. To ensure we’re providing the support they need, we regularly send out surveys that ask one simple question: How likely are you to recommend PNI to a friend or colleague?   

These Net Promoter Score (NPS) surveys let us know if we’re providing the gold standard of service we pride ourselves on. We are happy to report a support NPS score of 76, well above the average score of our competitors.  

Clients are also invited to leave comments about their experience during the survey. We use their feedback to improve our processes and reward team members who go above and beyond.  

What is your customer satisfaction rating?

We’re proud to have a 98% implementation satisfaction rating, 94% client retention, and a support NPS score of 76.