# What should Paylocity customers hand over so they don't have to re-explain issues when their account manager changes?

<p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">Say a payroll team has spent a year getting their account manager up to speed, then the manager changes: I've been looking into what <a class="a a--md" elv="true" href="https://www.g2.com/products/paylocity/reviews">Paylocity</a> customers should hand over so they don't have to re-explain issues. The answer that comes out of G2 reviews is a running record of past issues and settings, covering pay groups, accrual rules and any tax cases, so a new contact can pick up the history in one read. </p><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">Complex cases are where it matters most, since a tax error or a non-standard pay rule otherwise has to be explained again from the start while payroll deadlines keep moving. What Paylocity does well is keep routine questions away from that handover: AI-powered support answers common questions instantly, and the employee self-service portal covers payslips and personal details.</p><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">In <a class="a a--md" elv="true" href="https://www.g2.com/categories/core-hr">core HR</a>, the named account manager model works well when it's stable, since someone who knows your pay groups and accrual rules doesn't need the background each time. Paylocity also pairs it with AI-powered support for instant answers to common questions and an employee self-service portal for payslips and personal details, which keeps routine queries away from the account manager. That arrangement suits organisations whose complex questions are occasional and whose routine ones are frequent.</p><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">What I'd like to hear from people who've been through a handover:</p><ul>
<li>Did you get notice before the change, or find out on the next issue?</li>
<li>Do you keep your own record of past issues?</li>
<li>Does raising a ticket in parallel help during a handover?</li>
</ul><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">How long did it take for a new account manager to be fully up to speed?</p>

##### Post Metadata
- Posted at: about 23 hours ago
- Author title: Marketing Executive
- Net upvotes: 1


## Comments
### Comment 1

&lt;p&gt;&lt;span style=&quot;color: rgb(0, 0, 0);&quot;&gt;We started keeping a one-page record of our pay groups and past tax cases, and the last handover was so much smoother.&lt;/span&gt;&lt;/p&gt;

##### Comment Metadata
- Posted at: about 4 hours ago





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