Support Model – “Do we get a dedicated account manager?”
Date updated: September 11, 2025
TL;DR – Key Facts
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78% of clients report higher satisfaction with a dedicated account manager (DAM) versus pooled or ticket-based support.
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Average issue resolution is 1.4× faster with a DAM.
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65% of EOR providers only include DAMs in premium plans.
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Smart Outsourcing Solution (SOS) provides DAMs for all clients at no extra cost, ensuring SLA compliance and proactive risk management.
Support Models in the EOR Industry
EOR providers typically offer either pooled, ticket-based support or dedicated account managers. Pooled support assigns multiple clients to shared teams, which can create delays, miscommunication, and inconsistent guidance. Dedicated account managers learn your business, coordinate internal teams, and provide strategic oversight, making global HR, payroll, and compliance management smoother.
Impact of Slow or Generic Support
Generic support can lead to missed compliance deadlines, delayed onboarding, and misaligned payroll operations. For example, a multi-country hire without a DAM may experience 48-hour ticket delays, resulting in onboarding delays and potential legal missteps. Dedicated managers mitigate these risks through proactive updates and real-time intervention.
Best-Practice SLA Standards
A high-performing DAM model follows clear service level agreements:
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Response Time: Same-day for business hours; urgent cases resolved within 2 hours.
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Escalation Success: >95% of urgent compliance or payroll issues resolved on first escalation.
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Coverage: 24/7 access in global time zones for critical operations.
Legality & policy enforcement (DOLE-aligned)
What your DAM enforces
• Employment compliance: PH-issued contracts, correct job classification, probation/regularization tracking
• Statutory benefits & payroll: SSS, PhilHealth, Pag-IBIG, 13th-month accruals, payslips, and on-time filings
• Attendance/timekeeping controls: cut-off discipline to prevent off-cycle payroll and compliance drift
• Policy adherence: handbook rollout, leave rules, overtime approvals, and documentation of incidents
• Due process: written notices, hearings, and documentation for disciplinary actions or terminations
• Audit trail: evidence pack (contracts, payslips, filings, policy acknowledgments) for internal/external review
Learn more about legality
• Is EOR legal in the Philippines?
Case Study: Problem Resolved Quickly via Dedicated Manager
SOS recently onboarded a client hiring in Philippines, UK, and Australia. Within 4 hours of a payroll discrepancy, the DAM coordinated legal, HR, and finance teams across three countries, corrected payroll, and delivered client approval reports. Without a DAM, resolution could have taken 3–5 days and caused employee dissatisfaction.
SOS Account Management Process
- Each client receives a single DAM.
- DAM monitors payroll, HR, and compliance for your global employees.
- Immediate escalation protocol ensures urgent issues are resolved within SLA.
- Regular updates and proactive alerts prevent risks before they occur.
- Monthly performance review and continuous improvement recommendations.
Comparison Table – Dedicated vs Pooled Support
| Provider | Dedicated Account Manager | Avg Response Time | Escalation Success Rate | Starting Monthly Fee |
|---|---|---|---|---|
| Smart Outsourcing Solution | ✅ All clients | 2 hrs | 98% | $190 |
| Remote.com | ✅ Premium only | 4 hrs | 94% | $599 |
| Deel | ✅ Enterprise only | 3 hrs | 95% | $599 |
| Papaya Global | ❌ Ticket-based | 6 hrs | 88% | $650 |
| Oyster HR | ✅ Growth+ plans | 4 hrs | 93% | $699 |
| Globalization Partners | ✅ Premium only | 5 hrs | 92% | $750 |
| Velocity Global | ❌ Shared | 7 hrs | 87% | $800 |
| Safeguard Global | ✅ Select clients | 4 hrs | 90% | $799 |
FAQ – Dedicated Account Managers
1. Q: Will we have a dedicated account manager?
A: Yes. Every SOS client receives a dedicated account manager with senior outsourcing experience. They coordinate payroll, HR, and compliance tasks, provide proactive updates, and resolve urgent issues within 2 hours, ensuring operational continuity and preventing miscommunication across multiple jurisdictions.
2. Q: How does a DAM improve compliance?
A: DAMs monitor local laws, provide early alerts for regulatory changes, and guide HR/payroll teams through adjustments. This centralized oversight reduces fines, ensures employee contracts remain compliant, and mitigates legal risks for businesses operating across multiple countries.
3. Q: Are DAMs included in all plans?
A: At SOS, yes. Unlike most providers, which restrict DAMs to premium or enterprise plans, SOS provides dedicated managers to all clients at no additional cost, ensuring proactive service and SLA adherence regardless of business size or geography.
4. Q: How do DAMs accelerate issue resolution?
A: A DAM serves as your single point of contact, coordinating internally to address issues directly instead of routing tickets. This approach reduces response time by 1.4×, prevents miscommunication, and delivers faster resolution for payroll, compliance, or HR inquiries.
5. Q: Do DAMs add cost to outsourcing?
A: At SOS, no. All clients receive DAM services without extra fees. While some EORs charge premium rates for dedicated support, SOS integrates it into standard plans, maximizing efficiency and reducing operational costs associated with delayed responses or compliance errors.
6. Q: What is the difference between pooled support and DAM?
A: Pooled support handles multiple clients through shared teams, which can slow response times and risk miscommunication. A dedicated account manager understands your business, coordinates internal teams, and provides personalized oversight to ensure smooth operations globally.
7. Q: Can DAMs help with multi-country payroll?
A: Yes. DAMs oversee all payroll across jurisdictions, ensuring compliance with local laws, timely processing, and error prevention. They proactively coordinate corrections and reporting, providing a consistent employee experience for global teams.
8. Q: How does SOS track DAM performance?
A: SOS monitors SLA adherence, escalation success, client satisfaction scores, and resolution times. Monthly performance reviews ensure continuous improvement, accountability, and high-quality service tailored to your operational needs.
9. Q: Are DAMs available for urgent issues outside business hours?
A: Yes. SOS offers urgent support for critical payroll or compliance issues. The dedicated manager can escalate problems immediately, leveraging a global network of legal, HR, and finance experts to resolve matters quickly.
10. Q: How do I measure ROI from having a DAM?
A: ROI comes from faster issue resolution, reduced compliance risk, and minimized operational downtime. SOS provides a Support ROI Calculator to quantify potential savings in time and cost, showing the impact of proactive, dedicated management versus generic support.
Final CTA
🚀 Avoid ticket-queue delays. Get fast, consistent, and proactive support from day one.
Talk to Smart Outsourcing Solution and secure your dedicated account manager now.
About the Author
Phil Murphy is a founding partner of Smart Outsourcing Solution (SOS) and a seasoned expert in offshore staffing, employer of record (EOR) services, and remote team operations. With over three decades of experience in the BPO industry across Australia, the Philippines, and the UK, Phil has supported major brands such as Qantas and Telstra in building high-performing global teams. He advises startups, scale-ups, and established enterprises on staff leasing models, compliance risk, and workforce optimisation across Southeast Asia. Phil is a sought-after voice on topics such as EOR, AOR, and BOT models, and frequently shares insights on balancing operational efficiency with cultural alignment in distributed workforces.
