Managing sensitive payroll and compliance requests across more than 1,000 B2B clients requires absolute accuracy, enterprise-grade security, and swift execution. When Deltek Payroll Services, a specialized division supporting Deltek ComputerEase, grew from 6 to 25 team members, manual ticket reviews, lengthy data reporting and complex compliance research threatened to create operational bottlenecks.
By upgrading from TeamSupport Classic to One TeamSupport, an AI-native platform, Deltek leadership transformed time-consuming manual workflows into real-time operational insights, scaling support capacity and efficiency without exponential headcount growth.
Key Metrics at a Glance
- 1,000+ ComputerEase B2B clients served seamlessly
- 150+ Complex inquiries managed at daily peak
- 80% Reduction in operational reporting time
- Up to 1 Hour Saved per complex ticket via AI ticket summarization
- 100% Compliance Retention maintaining strict SOC 2 requirements
Background: A Secure Foundation for Complex Payroll Support
Deltek Payroll Services manages high-stakes, time-critical payroll and compliance requests across three primary functions: Onboarding, Tax and Operations, and Customer Support. Since implementing TeamSupport Classic in 2020, the division doubled its workforce from 6 to 25 team members in order to meet growing market demand.
However, scaling support in the B2B SaaS space isn’t just about adding headcount; it’s about making complex workflows simple and secure. Because payroll and tax regulations vary state-by-state, handling customer inquiries requires deep contextual awareness and precision. Deltek needed a modern, AI-powered platform to help reduce manual work while also protecting sensitive customer data and maintaining SOC 2 compliance.
The Operational Challenge: Business Demands Behind the Upgrade
Prior to transitioning to One TeamSupport, Deltek faced three critical operational hurdles:
- Reporting Blind Spots & Manual Data Gathering:
Leadership spent up to one full week manually compiling operational metrics and ticket trends for executive All-Hands meetings. - Capacity Constraints from Dense Ticket Histories:
Inquiries often featured long, multi-thread conversations. Agents spent 5 to 60 minutes per ticket reviewing dense histories before taking action. - Complex Compliance & Manual Routing:
Agents manually searched for state-specific tax guidance and manually routed complex compliance requests across multiple internal teams.
The Outcomes: From Manual Overhead to AI-Assisted Support
Moving to One TeamSupport unlocked immediate, measurable efficiencies across Deltek’s workflows:
| Workflow | TeamSupport Classic | One TeamSupport (After Transition) |
| Data Reporting | Up to 1 week spent manually building reports and pulling metrics. | 80% less reporting time. Research Workspace surfaces ticket themes and trends to justify more skilled hires. |
| Ticket Summarization | Agents spent 5 to 60 minutes reviewing long, multi-thread ticket histories. | Up to 1 hour saved per ticket. Ticket Assist Summaries condense complex threads into instant AI context. |
| Knowledge Sharing | Agents relied on manual searches and basic ticket categories for compliance answers. | Instant compliance intelligence. Internal KBs and Ask Kevin dynamically surface state-specific tax requirements directly inside tickets. |
| Workflow Automation | Manual routing, manual closing of stale tickets, and bulk ticket imports. | Fully automated manual work. Dynamic Automations handle stale tickets while connected integrations streamline bulk imports and routing. |
“AI isn’t replacing your team’s jobs, but it will help your team work more efficiently. TeamSupport gives you the rich AI features needed to deliver faster, highly accurate resolutions.”
— Tiffany Gilroy, Support & Onboarding Operations Manager, Deltek
The Vision Ahead
Expanding the One TeamSupport Footprint
Having established a solid foundation with AI Productivity Tools and the AI Research Workspace, Deltek Payroll Services is now preparing to launch the next phase of its One TeamSupport expansion:
- Customer Playbooks: Automate complex workflows across onboarding, tax operations and client management while giving leadership real-time visibility into bottlenecks and coaching needs.
- Engage & Broadcast Communications: Replace legacy mail-merge solutions with streamlined client communications managed directly within the platform.
- Advanced AI Adoption: Continue to embed AI capabilities into daily workflows to increase efficiency and accuracy without expanding operational overhead.
Uncover the Complete Deltek Transformation
For B2B organizations managing complex workflows and growing customer bases, Deltek’s journey demonstrates the clear business value of an AI-first approach.
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