Rebuilding a Mission-Critical Contact Centre for PPS: A Case Study in Speed and Scalability
Challenge
Premium Payroll Solutions (PPS) processes payroll for some of New Zealand’s most recognised employers, including Woolworths, The Warehouse Group, Ryman Healthcare, SkyCity, and Accor. Each week, thousands of employees across these organisations rely on PPS for accurate and timely pay. With a mix of full-time, part-time, and rostered staff, their contact centre manages a constant flow of questions about pay, leave, and remediation under New Zealand’s Holidays Act. When PPS began a full rebrand, they faced a serious operational challenge: stand up an entirely new contact centre platform, domain, and cloud environment over one weekend. For a payroll provider of this scale, even a few hours of downtime would mean delayed responses, frustrated employees, and service risk for some of New Zealand’s largest workforces.
Solution
PPS turned to Easycoder to help them meet this tight deadline and ensure a smooth transition for both their internal team and their clients. Easycoder quickly deployed Amazon Connect, a cloud-based contact centre solution that offered the flexibility, scalability, and integration capabilities needed for this mission-critical project. The solution was designed to handle payroll inquiries efficiently and seamlessly integrate with PPS’s existing AWS infrastructure. Within 48 hours, Easycoder delivered: - A fully operational cloud contact centre with intelligent call routing and IVR flows tailored to payroll queries - Integration with AWS Lambda for dynamic call routing and event-driven actions for higher efficiency - Amazon S3 for secure, compliant call recording storage with lifecycle management - Custom real-time analytics and performance dashboards for monitoring queue health and agent activity - A seamless transition to PPS’s new domain and branding with full operational capacity by Monday morning The solution was deployed using Infrastructure-as-Code (IaC) templates, ensuring easy scalability and consistency across the platform, with zero customer impact.
Benefits
The results of the transformation were immediate and impactful for PPS: - 30 percent improvement in call-handling efficiency - Agent setup reduced from hours to minutes, allowing PPS to quickly onboard new agents as needed - Zero downtime during the rebranding and migration process, meaning no disruption to employee support - Comprehensive analytics and reporting, providing PPS with real-time insights into call volumes, agent performance, and service level adherence - Serverless scalability, allowing PPS to seamlessly scale their contact centre operations as their business grew and client needs changed PPS is now equipped with a modern, flexible AWS platform that supports seasonal fluctuations in call volumes, integrates seamlessly with their payroll system, and enables them to handle the growing complexity of client payroll inquiries efficiently. “When our company faced the daunting challenge of rebranding after a major setback, Easycoder was instrumental in helping us turn the page and look toward the future. Their expertise allowed us to relaunch not just swiftly, but also thoughtfully. Thanks to Easycoder, we were able to reassure our clients and maintain continuity, even as we embraced a new chapter.”
— Sue Hancock, Director, Premium Payroll Solutions
Summary
Easycoder helped Premium Payroll Solutions navigate a critical operational shift in just one weekend. By deploying Amazon Connect, PPS was able to rebuild and rebrand their contact centre in record time—without sacrificing the quality of service that their clients and employees rely on.
