4 Key Pillars of ExtensisHR’s Customer Service Model

Quick look: Professional employer organizations (PEOs) typically offer similar services, but it’s the customer service approach which makes all the difference. To support and strengthen broker-client relationships, ExtensisHR embraces a people-first mentality to drive results and deliver an engaging experience.

Ensuring exceptional client service requires brokers to wear multiple hats. In addition to researching and negotiating competitive benefits, they are also called upon to advocate and advise their clients on solutions to drive long-term success.

Partnering with a PEO is a competitive advantage for brokers who want to expand their offerings and deliver ongoing client value. With an average ROI of 27.2%, PEOs not only drive financial benefits but also help SMBs navigate growth challenges more effectively—making them 50% less likely to close their doors.

However, not all service models offer the same level of support and customization.

Big-box PEOs are limited in time and bandwidth to deliver a fully personalized and proactive service approach. Whereas a PEO like ExtensisHR tailors services to align with the unique growth goals of each small- and medium-sized business (SMB) client.

This is reflected by four key pillars of a customer service model designed to enhance client satisfaction, streamline HR and payroll management, and deliver ongoing value.

1. Dedicated expertise and support

Broker clients at ExtensisHR benefit from personalized attention and expert guidance, with access to a dedicated SHRM-certified HR Manager and Payroll Specialist who become deeply familiar with each client’s unique requirements. This specialized team offers tailored, reliable support that adapts seamlessly to industry shifts and changes within the workplace, ensuring clients always have up-to-date solutions. Whether navigating complex compliance issues or addressing payroll concerns, these experts provide consistent, proactive service that enhances the customer experience.

ExtensisHR’s best-in-class service model also offers clients an immediate line of support on all levels through the Employee Solution Center (ESC). ESC is designed for maximum efficiency, with calls answered in an average of 10 seconds and live chat inquiries addressed within 30 seconds. With a 95% same-day resolution rate, clients can trust that their questions and challenges will be handled swiftly and thoroughly.

Whether it’s resolving an urgent issue or providing guidance on routine HR matters, ExtensisHR’s focus on delivering rapid, high-quality service instills confidence and peace of mind.

2. Proactive communication

ExtensisHR’s HR Managers stay ahead of the curve and deliver the most up-to-date HR information available. In today’s rapidly shifting landscape of government regulations and workforce trends, they take a proactive approach to ensure clients are not only informed but also well-prepared to navigate changes. Whether it’s helping to interpret complex compliance updates or offering guidance on evolving workforce policies, our HR Managers serve as trusted business partners, delivering critical information and actionable solutions.

Complementing their efforts, our Client Communications Team ensures that customers remain consistently updated on key HR matters, including legislative changes, open enrollment periods, and renewal processes. Through carefully crafted emails and tailored updates, the team keeps clients informed about important developments. By anticipating potential needs and addressing challenges before they arise, the Client Communications Team enhances the client experience with foresight and precision.

3. Comprehensive onboarding and ongoing training

Whether a client is connecting with a PEO partner for the first time or making the switch from another PEO, ExtensisHR delivers a seamless experience with our efficient onboarding and implementation process. We understand that the success of our SMB clients depends on a smooth transition, which is why our approach is designed to be as streamlined and stress-free as possible.

Our dedicated Implementation Managers guide clients through every stage, from initial setup to full system integration, providing personalized support tailored to each business’s needs. Clients can expect step-by-step assistance, ensuring all HR systems, processes, and services are successfully aligned with their operations.

Beyond the setup phase, we continue to support our clients with comprehensive training sessions that empower them to maximize the benefits of our PEO solution. We provide regular updates on best practices, new features, and any enhancements to our offerings, ensuring clients remain well-equipped to handle their evolving business needs.

Our goal is to not only ensure a successful onboarding but also to foster long-term success by continually providing the resources and education needed for customers to thrive.

4. Exceptional HR management

Delivering top-notch HR and benefit services is the foundation of support ExtensisHR provides. In addition to streamlining HR and payroll operations to align with business objectives, a customized PEO solution also includes:

• Competitive benefit packages – Access to Fortune 500-level benefits without the administrative burden to implement and manage them effectively.
• Compliance management – A secure workplace in line with all local, state, and federal regulations to minimize employee-related risks, costs, and claims.
• Complimentary recruiting services – Though most PEOs offer recruiting and talent acquisition as an add-on service, ExtensisHR includes it as part of its comprehensive service model.

Establishing client trust

One of the main goals of incorporating PEO services is to free up time for business leaders to pursue other aspects of company growth. Making this connection can help brokers strengthen their client relationships and create incentives for new clients to come aboard.

To instill trust and confidence among brokers and their SMB clients, ExtensisHR maintains multiple industry credentials. This includes a position in the top 1% of PEOs with CPEO status, ESAC accreditation, and Certification Institute recognition.

• CPEOs are named by the Internal Revenue Service (IRS) as elite organizations aligned with the highest regulatory standards set by the U.S. government and the PEO industry’s financial assurance program. ExtensisHR was one of the first CPEOs and has held this status since 2017.
• Employer Services Assurance Corporation (ESAC) accreditation verifies a PEO is up-to-date with all financial and ethical standards and maintains surety bonds to protect payment of wages, payroll taxes, benefits, and insurance premiums.
• Certification Institute recognition is awarded to PEOs meeting all industry professional risk management best practices and effectiveness in managing workers’ compensation losses.
• SOC 1 Type II Certification determines whether an organization has appropriate safeguards in place when organizations engage third-party vendors.

Additionally, in terms of customer satisfaction, ExtensisHR upholds a net promoter score (NPS) of 82%, which is over double the average of other outsourced HR providers (37%).

Redefining service standards with ExtensisHR

SMBs rely on brokers for strategic advice and guidance on ways they can expand their businesses. As a PEO partner, ExtensisHR offers fully customizable HR and benefit services, advanced HR technology, and an exceptional customer service experience to foster growth and drive results.

This partnership allows brokers to expand their scope of service and set them apart from the competition. Their clients gain access to premium benefits and advantages larger corporations offer but with a people-centric model to generate tailored opportunities.

A simplified approach to HR will capture the attention of SMB leaders, but an elevated customer service model will entice them to stay. ExtensisHR focuses on the most important areas your clients need to succeed, helping you to strengthen and grow your book of business.

Contact our team of HR experts today to learn more about how we support our broker network and their clients.