Welcome to Avanti Support
GETTING STARTED

Avanti Client Care Hours:
Monday to Friday
9:00 am – 7:30 pm
(Eastern Time)

The Avanti Help Centre
Our Help Centre is chock full of helpful information for commonly asked questions and scenarios.
Avanti Help Centre

Phone: 800.660.0464 ext. 1
Email:
care@avanti.ca

How can we help?

The Avanti Client Care Team is here to help you navigate, troubleshoot, and advise on anything from configuration changes to report creation. Think of us as your partner at Avanti. It’s our job to make sure you get the best Avanti has to offer. Welcome to Avanti Client Care!

How does Client Care fit into your experience at Avanti?

Think of the Avanti Client Care Team as your partners. Once your Avanti solution has been implemented, you can reach out to the client care team anytime you need help or have a question. Whether it’s how a formula works, assistance changing your benefits plan, or help to create a report, your Avanti Client Care Team is here to answer any questions you have about the software and configuration. As a partner in your business, Avanti helps you not only with fixing issues, but also, investigating, problem-solving, and evaluating the best alternatives for you to get the most out of your software.
Certified Canadian
Payroll & HR Experts

98% Customer
Satisfaction Rate (CSAT)
Industry-Leading
Response Times

Response times

Our response times are among some of the best in the industry and we pride ourselves on resolving issues as quickly and efficiently as we can for our clients. Client Care tickets are triaged based on urgency – the most urgent requests are handled first, allowing us to respond in a timely manner.

Unlike some of our competitors, we don’t require pre-scheduling through email – you can pick up the phone and get in touch with us right away. Even if no one is available, you are put in the queue and always receive a callback.

When you submit a ticket to Avanti Client Care we triage your item to ensure we are getting to the most urgent items first. Here's what you can expect for ticket response times:

  • Urgent (this issue is impacting more than 1 client or your ability to access Avanti) response within 1 hour - resolution asap.
  • High (a pay run in progress is impacted or the issue is keeping your business from being able to manage your people) response within 2 hours - resolution within the day if no additional development or technical resources are required, if additional resources required asap.
  • Low (this issue is an annoyance but not keeping you from being able to complete your required tasks in Avanti) response within 1 day - resolution within 14 days.
  • Configuration Change Request (you require a new code, union, vacation or other configuration change) response with 2 days - resolution within 4 - 6 weeks depending on resources required and complexity of configuration change (1 benefit vs. entire benefit plan change).
Responses Within
1 hour*
Urgent Importance
Responses Within
2 hours
High Importance
Responses Within
1 day
Low Importance

* We get back to you ASAP, typically any urgent resolution is provided within 24 hours​.

Continuous feedback and improvement

Our Customer Satisfaction Rating (CSAT) typically sits at 98%. This is a number we can hang our hat on. We review every CSAT rating and follow-up on any negative reviews. We also take every piece of feedback we receive and input it into our UserVoice feedback forum. This gives our development teams insight into any issues requiring attention and gives us opportunities to improve and innovate Avanti products.

The tools we use to help you

We use a trusted video-conferencing and VOIP service for calls and screen shares – ​being able to see the issue helps us resolve issues faster.

We also use Freshdesk, a client-support platform for requesting, tracking, and collaborating on Client Care cases.​

Our Self-Service Help Centre is accessible and always on hand for easy troubleshooting and brushing up on Avanti product resources​ and helpful content.

The people behind the screens

Get to know your Avanti Client Care team:

Every business is unique, which is why our online payroll solution is built to handle all the complexities associated with running your business, not just a business.

  • Every client care team member has a background in Payroll, Client Care, Human Resources, Finance, or Communications.
  • We all live in Canada, eh?
  • Each team member holds or is working towards Canadian Payroll Association certifications, plus a variety of other degrees and diplomas.
  • We’re a collaborative bunch and love to help resolve any challenges you’re experiencing.
  • We pride ourselves on our detective skills – which means, we will ask you a lot of questions to get all the information upfront so we can best help you resolve your issue.