International Logistics Company


An international distribution and logistics company has nearly 50,000 employees operating out of over 500 locations and runs a 24-hour operation. It has grown through acquisition and transfer which adds to the complexity of a payroll system that has varying pay scales, terms and conditions, shift rates, overtime rates and expenses.

The support period on the company’s outsourced payroll service was due to end, so the decision was made to implement a new payroll system from a new service provider. They had chosen the ResourceLink system from NGA. This new system had to cope with a high level of complexity across the business and provide flexibility and efficiency in payroll management.

i-Realise was brought in by the logistics company as an impartial advisor to help them to achieve the best value from their investment in the new payroll system. They needed to complete a smooth implementation, minimising disruption to the business and because they had outsourced their payroll management for many years, they did not have this expertise in-house.

Key Issues

  • This was a high profile change within the organisation, the management were keen to reduce the associated risks and avoid any disruption
  • The company had a non-standard operating model around payroll, so new processes needed to be designed
  • There was a hidden side to the project, which was the huge amount of stakeholder engagement and management that was required
  • The logistics company needed a full implementation plan for the payroll system, including planning all of the resources required


i-Realise started with a requirements gathering exercise and a thorough ‘as-is’ analysis of the client’s systems and ways of working. This involved examining the formal organisational structure and all of the diverse ways in which each site or business area operated. The team at i-Realise followed the existing operational processes involving payroll to find out how they worked and who was responsible. This involved visiting various operating locations as well as telephone calls to employees across the country.

The next stage was to work out where the client needed to be at the end of the transition. The i-Realise team defined the requirements of the new system and developed new payroll operating processes for the business. They then put together a clear change map for the organisation, so the client could understand how both the systems and business change would be delivered.


  • i-Realise helped the client to implement the new payroll system successfully. It was updated to become more efficient and better suited to meet the needs of the business.
  • At ‘go live’ all staff were paid on time and correctly, with no fallout, which is rarely achieved in payroll implementation terms.
  • Crucially, everyone was fully engaged in the change process and the senior management had every confidence in i-Realise’s ability to deliver the implementation smoothly. The payroll system went live with very little fuss.

The Programme Director and sponsor at the logistics organisation concluded: “i-Realise have exceeded my expectations in bringing external specialism to the company whilst integrating seamlessly within our organisation, to the extent that most of the business consider them to be our employees. They have been instrumental in ensuring a smooth and successful implementation of a very complex payroll system as well as helping us to employ best practice elsewhere in the organisation. We couldn’t have done it without them!”

i-Realise were able to see the company from a different perspective and challenge the way the business went about its change programmes. Using their experience in payroll implementation combined with knowing how to deliver business-critical change into a complex organisation, i-Realise ensured a successful outcome. In addition, the company has continued to use the change management and engagement approach developed for the payroll implementation elsewhere in the business.

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The i-Realise payroll forums provide an ideal opportunity to discuss topical subjects in an open and confidential environment. I find the forums extremely beneficial and enjoyable; I have met new people, gained a wider understanding of payroll across a variety of industries and shared best practice solutions. I highly recommend attending.

Katie Symmons, DHL

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