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Coates Business Services – their story

The lowdown

established in 2009, is a Peterborough-based accountancy practice and payroll bureau that offers a full suite of services, from payroll and bookkeeping to company accounts, cloud accounting, and business advice.

Under the leadership of Matthew Coates, Owner and Director, the firm has grown to serve around 350 clients across multiple industries and continues to onboard five to six new payroll clients every month. While growth has been steady, Matthew realised that in order to continue scaling efficiently and delivering high-quality service, they needed a more reliable, automated payroll system.

Life before 91����

Battling glitches and time drains

Before switching to us, Matthew and his team wrestled with payroll software that was riddled with errors and technical issues.

“We felt let down in terms of the value for money and the amount of time that was wasted on staff resources. We spent more time on the technical support line to them, than was spent processing payrolls,” he says.

This wasn’t just frustrating—it was costing them valuable time and affecting client satisfaction.

Realising that their previous software was lagging behind in cloud technology and automation, Matthew knew it was time for a change.

 “Whether it’s payroll bookkeeping or accountancy, you need the right software in place to be able to deliver the quality service that you want. We recognised that our previous payroll software was falling behind the times in terms of moving to the cloud and digitalisation of payroll and automation.” 

How it’s going – transforming payroll with automation

After an exhaustive search for a scalable and user-friendly cloud payroll solution, Matthew found us. The switch was seamless, and Matthew hasn’t looked back since.

“91���� Payroll stood out as the frontrunner in digital payroll transformation. No other software offers such a comprehensive end-to-end service,” Matthew shares.

Some of the key features Matthew values most include:

• End-to-end payroll automation that requires minimal input for standard pay runs
• Easy payroll approval processes for clients, speeding up sign-offs
• Cloud-based access, allowing payroll data to be managed anywhere, anytime
• Localised functionality, including P11D, pension, and payroll benefits management

“Having 91���� Payroll in the cloud makes it so easy to process payroll data anywhere in the world if we wanted to. This has really transformed the way we deliver our service,” expresses Matthew. “If you’re the kind of practice that’s providing that extra level of customer support and service, you can’t do it without the right tools behind you. You shouldn’t be concerned about the lack of control with cloud payroll software because of the automation, you can set the exceptions that will stop that payroll – you’re still in control.”

A payroll partner you can count on

Given their past struggles with software providers, it was essential for Coates Business Services to feel supported from the outset. And that’s where we knew we could really deliver.

“91���� Payroll is really good at listening to customers. We continue to keep things on a wish list and 91���� Payroll takes those recommendations on board. You have confidence that you’ve been listened to and we see developments all the time.”

Since partnering with us in 2020, Coates Business Services has seen significant growth—both organically and as a direct result of enhanced efficiency and automation.

We have had some natural growth, but as a direct result of being with 91���� Payroll, it’s helped to grow our client base by 25%. 91���� Payroll has always been supportive of what we do and is happy to put us forward to others. They help us to grow and that’s a really important factor for us when we work together.”

The impact – saving time and resources and driving efficiency

One of the most significant improvements has been in time management. Tasks that once took hours now take mere minutes thanks to automation.

“91���� Payroll has saved a phenomenal amount of workload for us with automated payroll and approvals. We’ve saved so much manpower, time, and staff resources by moving over to 91���� Payroll. A payroll that should have taken 15 minutes which might be a standard payroll could have ended up taking over an hour on previous systems. Now it takes no time.”

With 91���� Payroll, Coates Business Services can confidently report that they are saving 100% of the time in payroll per job due to automation and using software in the cloud.

But the benefits extend beyond payroll. 91����’s integrated platform allows Coates Business Services to offer more than just payroll solutions. They now have the ability to expand their services into HR, unlocking new opportunities for growth.

Expert insights for next generation payroll solutions

For practices and payroll bureaux searching for a cloud-based solution that offers end-to-end automation and seamless integration with HR, 91���� is the perfect partner.

We asked Matthew to provide advice to accounting practices and payroll bureaus when looking for a cloud payroll solution.

“Firstly, you can have confidence that 91���� Payroll works and has passed all HMRC tests to be an accredited payroll software package. Secondly, you will make your life so much easier and save time on the service that you’re delivering with 91���� Payroll’s automation, API links, and syncing with pension schemes. Lastly, they listen, they take on board, and they develop and improve constantly.”

Looking ahead – embracing HR for a full-service future

We know that for Coates Business Services, the future doesn’t just lie in payroll—it’s about providing a complete employment solution for their clients.

With our next gen platform, our holistic approach to employment means that Partners like Coates Business Services can offer not just payroll but also integrated HR solutions. By bringing these services together, they can help their clients manage everything from payroll processing to employee engagement and compliance.

Ready to expand your horizons? Whether you’re managing payroll or looking to embrace HR, 91���� has the tools and support to help you thrive.

Talk to an 91���� specialist today—see how we can help you revolutionise both payroll and HR for your clients.