At The Leppington Group, our decades of independent experience have shown that organisations entering payroll outsourcing often face disappointment after engaging service providers. Glossy promises of seamless integration and global coverage give way to scope changes and operational friction. Let’s explore the key reasons for this industry-wide issue, and how a client-centric approach can deliver far better outcomes.

Sales Precedes Solution

Many vendors have sales incentives that prioritise closing deals over deeply understanding the operational environment. It’s common to see broad commitments on integrations or multi‑country coverage, delivered without the input or scrutiny of technical experts. The result: proposals overstate capability, while feasibility checks are overlooked until after the contract is signed.

Ignoring Payroll’s Real Complexity

Payroll is a multi‑layered business function, linking HR data, time and attendance, finance, benefits, and ever-evolving statutory requirements. Vendors frequently propose ‘standard’ templates, disregarding unique local rules, approval hierarchies, and legacy platforms. These nuances become evident only in implementation, leading to overruns and frustration.

Delivery Teams Inherit Unrealistic Expectations

Implementation teams regularly receive work scopes crafted by commercial staff, not subject matter specialists. Bi‑directional integration and global ledger automation are promised but can require bespoke solutions. The gap between expectations and technical reality often forces compromise, reducing promised capabilities or escalating costs.

Rushed or Superficial Discovery

Effective payroll transformation depends on robust initial discovery. Many providers skip or rush this step to accelerate project billing, failing to fully assess data quality, approval controls, and parallel run capability. Risks and misalignments only surface later, in testing or even post go-live, compromising trust and project health.

Implementation Treated as Merely a Transaction

Too often, payroll change is delivered as a system rollout, not a business transformation. The lack of embedded change management, ongoing process alignment, and focused training leaves client teams with tools, not solutions.

Global Payroll Aggregation, Not Integration

While global payroll is commonly sold as a unified platform, behind the scenes many vendors rely on aggregators who stitch together local providers. This creates a fragmented service model, inconsistent support, and varied compliance standards, especially across borders.

Disappearing Accountability After Go‑Live

Support and ownership can erode when original project teams move on after launch. Clients find themselves managed by lower-tier service teams with limited context, delays and diluted accountability ensue.

The Leppington Group Difference

As an independent consultancy, The Leppington Group exists to flip this script. Our mission is to empower organisations with impartial payroll advice, ensuring seamless operations and robust compliance, without the risk of being left out of critical decision making. Here’s how we do it:

Benchmarking: We help clients define and measure what “good” looks like, using industry data and best practices from our network of partners and professional bodies.
Vendor Selection & Procurement: TLG acts as your advocate throughout the assessment, shortlisting, and negotiation phases, ensuring all promises align with operational reality.
Implementation Oversight: Our team validates technical solutions, manages project delivery, and guides change processes to secure long-term value beyond go‑live.
Dedicated Support: TLG stays engaged to resolve issues, maintain compliance, and mentor client teams, delivering results without bias to any vendor or platform.

If your organisation is considering new payroll technology or provider, or seeking a health check on current arrangements, The Leppington Group offers the independent expertise, diligence, and discretion to make payroll simpler, businesses better, and results clearer.

Contact us today to arrange an initial benchmark consultation or learn how our advisory support can deliver continuous payroll excellence for your business.

Why Many Payroll Providers Over‑Promise but Under‑Deliver