When Sandra Marshall joined Jerry Green Dog Rescue as their Finance Manager nearly four years ago, payroll was already outsourced. But what started as a convenient solution had gradually become a significant source of stress.
“The level of customer service had massively deteriorated over the last three years,” Sandra explains. “We went from working with a local company to dealing with a faceless big corporation.”
The tipping point
For a charity that rescues and rehomes abandoned dogs across the UK, every penny counts. So when Jerry Green Dog Rescue’s payroll provider started raising prices whilst simultaneously cutting service quality, something had to change.
The problems were mounting:
- No named contact person
- Emails going unanswered
- Regular errors in payroll calculations required manual corrections
- Software changes implemented without warning or training
- Payroll processing outsourced to India without consent
“It got to the point where I thought I might as well just do it myself,” Sandra recalls. “But I didn’t have the time, and that defeats the whole purpose of outsourcing.”
Finding the right fit
As a charity, Jerry Green Dog Rescue needed more than just competitive pricing. They wanted a provider who understood their values and could deliver reliable, personalised service.
“We went out to tender and looked at various options,” Sandra says. “Some providers offer systems where you input everything yourself, and someone just checks it. We didn’t want that. We needed somebody local. Someone we could pick up the phone to and ask questions.”
A seamless transition
Moving payroll providers can feel daunting, especially when you’ve been with the same company for years. Sandra had reasonable concerns about how the switching process would work.
How smoothly would the data transfer work? How would they retain access to historical records? How do they ensure a smooth transition for employees accessing their payslips through a new platform?
All these worries were unfounded, and the setup and switch went seamlessly.
“It was all really easy,” Sandra explained. “The first payroll was right the first time, which was reassuring after historically having had to correct many errors on the payroll before finalisation.”
The difference a quality service makes
Several months into working with Ascend Payroll, the contrast with their previous provider couldn’t be clearer.
“I haven’t had to correct anything yet,” Sandra says. “The payroll has been perfect every time, which is giving me back a level of confidence.”
Beyond accuracy, it’s the human touch that makes the biggest difference:
“Our contact is lovely and he will always respond to my questions, and even if it’s something that can’t be resolved quickly, he’ll keep me informed on what is happening. It’s reassuring to know we are being dealt with and that we’re not just lost in a big sea of payrolls.”
Value that goes beyond the numbers
For Jerry Green Dog Rescue, choosing Ascend wasn’t just about finding a cheaper option – though the charity discount and free set-up certainly helped. It was about finding a partner who understood their needs and shared their values.
Sandra reflects. “I have confidence in the payroll now. It’s not taking me as long to check everything, and it’s not stressing me out. If we’ve got something complex, I know it’ll be calculated correctly.”
The partnership extends beyond payroll processing, too. As a local company, Ascend has become involved with Jerry Green Dog Rescue’s fundraising activities and community initiatives.
“We do like to support local businesses,” Sandra says. “And everyone loved the dogs when the team visited!”
The Ascend difference
When asked what stands out most about working with Ascend, Sandra’s answer is simple:
“It’s just been really friendly, efficient, and organised. You’re all really nice people to work with. I can contact you without feeling like I won’t be answered or that I’m being a pain. And I feel like you genuinely have expertise.”
For Jerry Green Dog Rescue, payroll has gone from being a constant source of frustration to something they can confidently leave in capable hands, freeing up more time and resources to focus on what really matters: rescuing and rehoming dogs who need a second chance.
If you’re tired of poor service, regular errors, and feeling like just another number, we’d love to chat. Get in touch to find out how we can take the stress out of your payroll.
