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Communicating countries via partnership
This is a crowdsourced table of all objections/concerns we have received or anticipate receiving and the answers we should be giving
Table 11
Objection
Answer
Who
Notes
You said you will never employ through partners, why the change of heart?
1
Not using partners was blocking our ability to serve you, our customer, with more countries.
Our intention is still to use owned entities in the longer term and only use partners in countries where we either deem it low risk or the only path to serving that territory.
We have observed how competitors have approached this and seen where it can go wrong so have strong opinions on what we will do to make sure the high quality that we are known for is not impacted..
E.g. we will always be your main POC, employees will still be present in the Boundless platform, all through one invoice (with a few small exceptions) - detail in questions below
Open
Wouldn’t it be cheaper for me to go direct to your partner rather than through you?
3
Some partners we work with don’t sell to customers but are only partners for other EORs
Open
It may be cheaper but it doesn’t come with Boundless level of customer service and all your employees info in one central platform and one invoice. Lower friction
Open
We have arrangements with them where often, they have given us preferential rates, which you wouldn’t get if you worked directly with them. ,
Open
Are you putting a margin on the cost from the partner
1
We put a margin on to cover customer service, invoicing, platform use
Open
How do you ensure you keep the quality of support as for owned infrastructure?
1
We negotiate hard with our partners and only select partners that are willing to work with Boundless on ensuring that the customer experience remains the same from country to country. That means that if you have a Boundless POC, they will be able to support you regardless of whether we are using a partner or our own entity. Customer service is not impacted.
We only roll out countries via partners where we can give this customer service guarantee to you. We have gone through a very rigorous vetting process and often times have rejected a number of potential partners before we select the right one for us.
Note: This is the argument for keeping as much as possible ‘Boundless-esque’, I would love for EAs to still go through Juro for example
Open
If my employee has a problem, who do they contact?
1
Employees should reach out to the partner via the portal or communication means that has been provided by the partner. However, at any time, you can contact us on the employee’s behalf if you are experiencing difficulties or issues in getting the support your employee needs from the partner - or indeed with any question
Open
How do you vet your partners?
3
I’m hoping that Vincent is doing some kind of DD on each partner before selection in which case we will give details of that, or if not, we need to start to do so
Open
We should probably do some kind of data/security vetting of them 🤔.
Open
We work for a long time with partners before engaging them to ensure that the standard of compliance and service is a match for Boundless. We have developed a playbook that ensures we don’t miss anything in the vetting process. We have rejected partners that don’t meet our standards.
Because we are holding on tightly to the customer experience aspect, it means that we are keeping a close eye on the performance of the partner and if they are not performing with the level of service we expect we will look for alternatives.
Open
How can we ensure your partner meets our standards of compliance?
1
When vetting our partners, we have reviewed them to the standards we have always put ourselves to. We have reviewed their setup in the countries we are working with them and requested documentaion on their setup.
Open
Can I meet your partner?
1
Open
Why would I go for you via a partner when I could go direct with [insert competitor]?
4
Same answer as any sales call where we say why we’re better than competitors
Open
All your EOR employees in one place
Open
The difference between us and competitors is that we are up-front about using partners whereas with some competitors are using partners and you don’t find out until the employment agreement is circulated
Open
Open
Will I still have one invoice in one currency?
1
Yes in all but x countries, the invoicing process does not change. Italy is an exception to this as it is not legally compliant for us to invoice you for an employee on our partners platform
Open
I don’t like that my employees won’t all be on Boundless
1
From your perspective, you will see all of your employees on Boundless whether it’s through a partner or one of our entities. You will still onboard the employee via our platform, their details will be in your payroll breakdown and you will be able to see information related to them.
What’s different is that the employee experiences a different POC and will manage their side of things directly with the partner.
If you have a question or issue relating to your employee, you still contact our customer support so nothing changes for you. For the most part, employees should reach out ot the partner directly with questions and issues, however, at any time, you can contact us on the employee’s behalf if you are experiencing difficulties or issues in getting the support your employee needs from the partner.
Open
Not an objection - language for in-app comms
1
Open
Where does the liability sit when something goes wrong and it’s your in-country partner’s mistake?
1
When we work with an in-country partner, they act on our behalf to deliver services locally. However, our company remains the primary point of accountability to the client. That means if an issue arises because of something our partner did, we take responsibility for managing and resolving it with you.
Open
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