Putting Customer Service First

The Client

Named one of Nashville Business Journal’s 25 Fastest Growing Private Companies in 2014, Travelink is a boutique travel agency partnered with American Express. Headquartered in Nashville, Travelink is a one-stop-shop for virtual travel assistance for business travel, group travel, and premium vacations. Celebrating over 20 years of excellence as a travel resource, Travelink remains dedicated to finding the best travel solutions for its clients.

The Opportunity

Travelink puts a premium on customer service and being readily available to fulfill clients’ travel needs. While seeking out a payroll processor, Accounting Manager/HR Manager, Kerri Matthews wanted a hands-on company that also valued service above all. “We are a service business as well, and we know that being able to talk to us is important,” says Matthews. “We sell that to our clients, [many of whom are] executive VIP travelers. We wanted the same thing with our payroll provider.”

The Solution: Payroll Processing

LBMC Employment Partners and Travelink have been working together for over three years now. Matthews explains, “I had used LBMC Employment Partners before [at a previous company], so when we interviewed, we made sure that we got a bid from them because of the level of service we received.” So far, it’s been a more than effective partnership. “Since we have been with LBMC Employment Partners when I have a question or an issue, I can call Denise, and I know if she doesn’t know the answer, she knows who does and can get it quickly,” says Matthews. “That is the relationship we were looking for.”

LBMC Employment Partners’ ability to respond to issues quickly has made a difference for Travelink. Matthews notes, “We don’t have to wait, the turnaround time is so much faster. If we have an issue, I get an immediate response. With [our previous payroll processor] we had a 7-10 day delay. We want to make sure we take care of our clients and we want to make sure the partnerships we bring on, and partners, agree and feel the same. We need them to have the same integrity and business process as us.”