Client: Sharon
Business: Northrup Remodeling and Northrup Roofing & Exteriors
Location: Minneapolis, MN
Services: Payroll Services
Relationship: About 5 Years
Outcome: Smooth Mid-Year Payroll Transition, Improved Payroll Accuracy, and Exceptional Customer Service
Overview
For Sharon, payroll wasn't the problem. The payroll provider was.
Before partnering with CSI Accounting & Payroll, Northrup Remodeling and Northrup Roofing & Exteriors used both ADP and Paychex. While those large providers offered payroll processing, Sharon consistently struggled with poor customer service, unanswered questions, changing representatives, and costly mistakes.
As someone who values strong customer service, Sharon became increasingly frustrated with waiting on hold, chasing down answers, and dealing with issues that should have been simple to resolve.
Eventually, she decided enough was enough. Even though it was the middle of the year—a time when many businesses hesitate to switch payroll providers—Sharon moved payroll to CSI Accounting & Payroll and never looked back.
The Challenge
Managing payroll requires accuracy, responsiveness, and attention to detail. Unfortunately, Sharon wasn't getting any of those things from her previous providers. Although she was assigned dedicated representatives, she found it nearly impossible to get timely support when issues arose.
According to Sharon:
"The dedicated person never responds… Then you have to call an 800 number... And three hours later, you might get a phone call – or no phone call."
Over time, she was assigned so many representatives that she couldn't keep track of who was responsible for her account. The lack of support became more than an inconvenience.
At one point, Sharon incurred what she described as "a phenomenal fee" because she couldn't get assistance from her payroll provider before a deadline passed. The issue could have been avoided if someone had simply returned her call. She also struggled to obtain reports needed for audits and was repeatedly given incorrect information.
Eventually, she decided the relationship wasn't working.
How CSI Accounting & Payroll Helped
CSI made the transition process straightforward and provided the personalized support Sharon had been missing.
A Smooth Payroll Transition
Many businesses wait until year-end to switch payroll providers. Sharon didn't. The frustration had reached a point where waiting simply wasn't worth it.
While she says the transition was made more difficult by actions taken by the previous provider, CSI stepped in to help resolve the issues.
According to Sharon:
"Paychex, who got the cancellation not once, but three times, [still] submitted a [Form] 941, which really messed things up. And so [CSI] had to help correct that issue."
When asked whether the transition itself was smooth, Sharon's answer was simple:
"Yeah, it was [smooth] with you guys. You guys did everything."
Personalized Payroll Support
After joining CSI, Sharon was assigned Alex as her primary contact. Having a dedicated person who actually responds made a significant difference.
According to Sharon:
"Alex has been great to work with. [She's] very helpful in every single way."
Whether Sharon needs help with payroll processing, reporting, employee changes, or questions about specific situations, she knows someone is available to help.
Attention to Detail
One of the biggest differences Sharon noticed was the level of review and oversight. Rather than simply processing payroll without review, CSI takes the time to ensure information is accurate. In fact, Sharon recalls multiple occasions when Alex caught mistakes before payroll was processed.
According to Sharon:
"I don't think you would have that with the other companies because I know I did make a mistake [with my old payroll service] and it wasn't caught, and I had to pay dearly for it."
Support for Unique Payroll Needs
CSI also helps Sharon manage a variety of payroll-related tasks, including:
- Changes to base pay, hourly pay, and commissions.
- Adding and removing employees.
- PTO management.
- Audit reporting.
- Retrieving IIF files for accounting software.
- Monitoring multiple pay schedules.
For Sharon, having an experienced payroll specialist available has made these processes significantly easier.
The Results
Since switching to CSI Accounting & Payroll, Sharon has gained something she wasn't getting from her previous providers: confidence.
Key Outcomes
✔ Successfully transitioned payroll in the middle of the year.
✔ Eliminated the frustration of unresponsive customer service.
✔ Improved payroll accuracy and oversight.
✔ Received support for audits, reporting, and employee changes.
✔ Gained a dedicated payroll specialist who knows her business.
✔ Reduced stress and administrative headaches.
According to Sharon:
"The best thing is the service."
Instead of waiting on hold, chasing down representatives, or worrying about payroll mistakes, Sharon now has a trusted contact who understands the businesses and responds when she needs help.
What the Client Had to Say
"You have a relationship with the people you work with. It's not like, 'Who are you? You're number 999, and I don't care about you.'"
For Sharon, the difference isn't just payroll processing. It's the relationship. She appreciates working with another small business that values its clients and provides personalized support.
As she explained:
"You care about your clients… and you do things to make them happy. And that's the way a good business runs."
When asked whether she would recommend CSI to other businesses, her answer was immediate:
"I highly recommend anybody using any other service to go to CSI."
And when it comes to working with her payroll specialist, Alex?
"As long as I'm working – and I don't plan on retiring – she's gotta be my rep."
Why This Testimonial Matters
Many business owners assume all payroll providers are essentially the same.
The Northrup Remodeling and Northrup Roofing & Exteriors story demonstrates that customer service, responsiveness, and attention to detail can have a significant impact on the payroll experience.
For Sharon, switching providers wasn't about finding a cheaper option. It was about finding a partner she could trust.
The result was improved accuracy, better support, and a payroll process that no longer creates unnecessary stress.
Related Services
CSI Accounting & Payroll provides a full range of accounting and advisory services for business owners, including:
- Payroll Services.
- Monthly Accounting Services.
- Business Advisory Services.
- Tax Planning & Preparation.
- Cash Flow Forecasting.
- Financial Reporting & Analysis.
