Company: PAi, De Pere, WI
Company Description: PAi provides full-service 401(k) administration and payroll processing for small businesses nationwide. PAi services more than 13,000 employers and more than 250,000 employees with $2.15 billion in assets. For more than 20 years, PAi has been successfully servicing small businesses by making strategic, effective and innovative investments in people, technology and processes.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year

Nomination Title: PAi's Customer Service Department

1. Tell the story about what this nominated organization/department achieved since January 1 2009 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

PAi’s overriding objective is to provide administrative services that are
payroll-deducted to U. S. businesses with 1 to 250 employees. We are
passionate about making 401(k) and payroll services available to every small
business. Our solutions are easy to understand, simple to use and very
affordable. In fact, every small business across America can have two valuable
services for what they would normally pay for one single service from our
competitors.

PAi experienced significant growth in 2009 despite the well-publicized economic
challenges facing our target market of small businesses. Many businesses were
simply fighting for survival and not in a position to adopt or continue a 401
(k) plan. Despite these negative influences, we were able to closely maintain
the number of customers while our assets increased substantially.

2005 2006 2007 2008 2009
Total Clients 4,555 6,262 9,883 12,637 12,628
Total Assets under Administration $1.05B $1.38B $1.81B $1.63B $2.41B
Total Employees served 128,434 152,601 171,929 189,258 181,129

Since 2002, PAi has grown from 41 employees to more than 130 and from $4.6
million in revenue to 2009 revenues of $14.8 million.

PAi is committed to providing a supreme customer experience for our clients
and in 2009 developed a new measuring tool called the “Customer Care Composite
Index.” This tool helps us measure the key items our customers have told us
are most important to them. Each day, PAi colleagues monitor how we’re doing
on those key measurements – like Web site availability or our speed to answer
the phones.

Our care teams operate under a “one-touch” service model. Our customer care
representatives are able to address any inquiry, question or request without
having to transfer the call to a functional specialized group.

Our 2009 results:
•97% customer retention rate
•98% of all customer calls answered within 18 seconds
•94% of all customer calls answered in “one-touch” without transferring
the call or having to call the customer back.
•U.S. Chamber of Commerce Blue Ribbon Small Business of the Year - ’09
and ‘10

We have experts in-house dedicated exclusively to people development and
training. It is our daily practice to listen to calls on the floor and to
measure client satisfaction. All customer care representatives, whether they
are new to PAi or seasoned veterans, go through more than 100 hours of training
that includes service issue identification and resolution.

Along with extensive tracking of the performance standards mentioned above, PAi
measures customer satisfaction in other ways including customer reviews,
customer calls, on-site visits and quarterly customer surveys.

Customer Survey Results: In our most recent satisfaction survey conducted in
December, 2009, when asked if they would recommend PAi to a friend or
colleague, on a scale of 1 to 10, with 10 being “extremely likely” and 1
being “not at all likely,” PAi received an 8.02 rating. 54 percent of
customers gave PAi a “9” or a “10” rating. This translates into a Net Promoter
Score (NPS) of 31%. An NPS of 10 percent is the average among American
companies.

2. List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

https://www.pai.com/news_and_events.html

3. Provide a brief (up to 100 words) biography about the leader(s) of the nominated organization/department:

Recognized as a visionary in the retirement field, President Michael Kiley has
been creating simple, affordable and effective retirement solutions for 30
years.

Since founding PAi, Kiley has served the unique retirement needs of small
businesses by collaborating with partners in government, industry and
technology.

Kiley is a member of the National Institute on Retirement Security, the Council
of Independent 401(k) Recordkeepers (CIKR) and the American Society of Pension
Professionals & Actuaries (ASPPA). He is dedicated to helping ensure a
dignified retirement for every American, and as such, is the founder of two
nationwide advocacy efforts: www.iOMechallenge.org and
www.protectmyretirement.org.