That we have personal representatives who have our accounts - in payroll especially it has proven very helpful to have a dedicated person to run payroll, address errors or omissions or take care of new hires and terminations. The service is one-on-one and almost immediate. If my rep is not there, I am alerted to who will be taking care of my account that day.
I dislike the fact that they use .pym attachments in their communications with me on general matters. I am a Mac user and cannot access these attachments. In 2016 there are many ways to share secure electronic files without excluding Mac users. Their message is courteous but unhelpful:
"The security of your personal information is of the utmost importance to Paychex, so we have sent the attached as a secure electronic file.
Note: The attached file contains encrypted data. In order to view the file, you must have already installed the decryption software that was previously provided by Paychex. If you have any question please call us at 800-472-0072, option 4. Representatives are available to assist you Monday through Thursday between 8:00 a.m. and 8:00 p.m. ET and Friday between 8:00 a.m. and 6:00 p.m. ET.
Paychex Insurance Agency"
Establish a personal relationship with a local office and maintain it. It will serve you well.
Paychex takes care of my payroll, health insurance and 401K plan. Although I have three different reps for the three different areas, I always know who represent and serves me. Again, their response time is quick and efficient. Having Paychex take care of these elements for my small business takes a lot of learning and work off my of sole practitioner shoulders. I am assured that I am up-to-date and compliant with federal and state regs which proves out in my annual CPA audits.