March 30, 2023

Inside TCP: Our Award-Winning Customer Service and Support


We Love Our Service and Support Teams, and You Will Too

What do you look for when choosing a time and attendance software provider? Of course, ease of implementation and the ability to address any issues that may arise quickly are some of the most important features people consider. But how many companies meet these criteria?

For over 35 years, TCP has been delivering outstanding customer service and technical support to our clients. Our incredible team comprises experienced professionals dedicated to helping customers reach their goals.

We take pride in providing comprehensive solutions and assistance with all time and attendance needs. In this article, we will dive into what constitutes TCP’s winning formula behind our excellent customer service and outstanding support backed up by a 97 percent customer satisfaction rate.

Speedy, Trouble-Free Implementation

When embarking on a new software implementation, it can feel overwhelming. In addition, you may be concerned about the time commitment, the learning curve, or the difficulty of rolling out such a transformational project. You may worry that adding new software will involve complicated transitions of products and services, data migration and training. That is why it’s critical to have experienced experts by your side who know what to look for before deployment.

Last year we took over 1200 customers through implementation—including planning, delivery, and transition—each in an average of just 60 days. Our competition can’t even come close to that timeline. We can do it because our knowledgeable service team is with you from the discovery phase to implementation and ongoing maintenance to ensure a seamless experience.

In addition to seamless implementation, our teams can make full payroll automation possible, taking the pain out of siloed payroll operations. So, whether you’re using one of our hundreds of integrations like ADP, QuickBooks, Paychex, or even payroll modules from popular ERP Systems like SAP, Sage or NetSuite, we have a way to get you quickly and seamlessly integrated.

Here’s what one customer had to say:

“I am completely satisfied with the quality of the service provided to perform the migration from on premise TCP to cloud TCP (SaaS) implementation. I’m well aware of the technical complexity of such a project, and the many details involved. I remain very impressed how well your entire team navigated ALL and performed the migration successfully!…You have a great product, and a great support team! That’s incredibly rare and appreciated.”

TCP’s Outstanding Customer Care Team

In addition to providing ongoing maintenance from our service team, our support team is here to ensure IT departments can focus on their tasks without being distracted by help-desk calls.

Users can open a support case using our support portal, calling or emailing TCP support personnel. For common, easy-to-resolve questions, they can use our 24/7 chat function.

Our support team has a wide range of skills and expertise to assist with complex questions, as well as triaging issues with third-party integrations.

“Love their customer support. No waiting periods during phone calls, help from the live person (no robots), immediate help with technical issues.”
-Olga T, G2 Review, 2/27/2021

Our support team answers 90% of calls within 60 seconds. Our sales reps are so confident when touting our support team; they encourage prospects to pick up the phone right then and there and call the support line to prove it.

Now, you probably think how quickly we answer the phone isn’t as crucial as fixing the issue. Not to worry, we’ve got that covered too. 76% of support calls are resolved on the same day earning us a Net Promotor Score of 77+ and 97% customer satisfaction.

Net Promoter Score (NPS) is a customer loyalty and satisfaction measurement taken by asking customers how likely they are to recommend your product or service to others on a scale of 0-10. The average B2B software/SaaS company NPS score is 40. Anything over 50 is considered excellent.

Here are a few things our customers have to say about our support team:

“I appreciate that I was able to get a hold of a real person within in minutes and she was then able to get me on a shared screen to walk me through my questions. I wish all customer service worked as well as your company!!”
-Tanya V.

“[My customer service rep] had precise answers to all the questions I asked. He was also very kind and patient, making this experience as easy as it gets for me. Also, he sent a follow-up email to after our call ended, great work there!”
-Nemanja C.

“Just like every other time I call Aladtec for technical support, the person on the phone is always very helpful and professional. They are always able to fix my problem. Thank you!”
-Ned. W.

“Response was very timely for an evening on a holiday, the advice was right on and assistance with managing the schedule was fantastic!”
-Sam D.

TCP’s History of Top-Notch Customer Care

With over three decades of experience helping companies of all sizes, 30,000 plus customers, and over 4.3 million people using our software daily, you can be assured we have you covered. We are the time and attendance experts. We focus exclusively on helping businesses develop efficient, effective systems that streamline their processes and enable them to track employee hours more accurately and with less effort.

Our comprehensive solutions make it easy for organizations to monitor how long employees work each day, pay them accurately and quickly, and gain greater visibility into labor costs.

Our solutions save businesses time, money, and resources by simplifying the entire time-tracking process from start to finish. Plus, our leading-edge technology ensures accuracy of results so businesses can get reliable numbers for payroll in a fraction of the time a manual system would take.

With us, clients have detailed reports for audits and compliance purposes and intuitive mobile apps that allow users to access their schedules virtually anywhere. We understand the importance of accurate attendance records, which is why we are fully committed to providing time and attendance technology with superior customer service.

Have we piqued your interest? Take a tour.