Unhappy PAYE costs Iris customers

Unhappy PAYE costs Iris customers

The company went through a mini meltdown as customers struggled with an Iris PAYE-Master software upgrade onto a new technology platform

Online PAYE filing went relatively smoothly for accountants. Although many
suffered the inconvenience of filing outside working hours, and the system went
through some ‘lag’, on the whole things went well. But for Iris payroll software
users there were bigger problems.

The company, famed for its customer service and reliable products, went
through a mini meltdown as customers struggled with an Iris PAYE-Master software
upgrade onto a new technology platform and found themselves waiting interminably
to speak to technical support.

‘It was a major one-off upgrade,’ explains chief executive Martin Leuw. ‘But
average wait time for technical help is now down to a minute, and we have a
project team reviewing how it all went. We’re now planning to make sure we’re
ready for next spring.’

But the dust has failed to settle for customers, who have voiced their
unhappiness across the internet, including AccountancyAge.com.

Leuw says that ‘in hindsight’ the company could have improved its processes
to ensure a better PAYE period for its customers, but everyone that has raised
concerns will be contacted.

‘We will follow up with customers directly,’ says Leuw.

And the company’s latest foray into the IT software marketplace could help
provide some peace of mind for fretting bureaux providers.

Its purchase of Intex, the payroll software company known for its ‘Earnie’
product, will lead to changes at both businesses.

Management of Iris’ payroll software will move to Stockton-on-Tees and be
headed by Tony Atherton.

While the purchase was not made in response to Iris’ recent problems, Leuw
hopes that Intex will provide ‘additional expertise’ to PAYE-Master.

Earnie will not be replacing PAYE-Master, however. The former is aimed more
at business with a higher employee base, from 50-1,000, while PAYE-Master suits
smaller businesses.

Leuw says: ‘They’re taking over payroll direction, looking for ways to
continuously improve.’

Related Articles

Deloitte launches women in cyber initiative to help close tech gender gap

Security Deloitte launches women in cyber initiative to help close tech gender gap

9h Lucy Skoulding, Reporter
UK finance businesses slow to adopt AI technology

Career UK finance businesses slow to adopt AI technology

10h Lucy Skoulding, Reporter
Skills gap rises as automation and AI continues to change the world of work

Career Skills gap rises as automation and AI continues to change the world of work

2w Lucy Skoulding, Reporter
Calls to delay Making Tax Digital – is the accountancy industry in agreement?

Making Tax Digital Calls to delay Making Tax Digital – is the accountancy industry in agreement?

3w Emma Smith, Managing Editor
Managing director of Price Bailey on the British Accountancy Awards and opportunities ahead

Technology Managing director of Price Bailey on the British Accountancy Awards and opportunities ahead

4w Emma Smith, Managing Editor
Does technology lead to success in accountancy?

Technology Does technology lead to success in accountancy?

4w AJ Chambers Recruitment
Four things we learned from AAT Annual Conference

Making Tax Digital Four things we learned from AAT Annual Conference

1m Emma Smith, Managing Editor
Making Tax Digital webinar: It’s time to prepare

Making Tax Digital Making Tax Digital webinar: It’s time to prepare

1m Emma Smith, Managing Editor