Customer Spotlight: Harry & David and Ceridian Tax Services

March 4, 2008

For almost 100 years, the retailer Harry & David has been cultivating, selling and distributing fresh fruit and gourmet gifts to households and businesses around the world. The company was one of the first in the nation to pioneer the sale and distribution of fresh fruit and other gifts through the mail -- a practice that has become a retail industry standard. Today, Harry & David is one of the nation's premier direct marketing and e-commerce companies with a growing number of retail store outlets expanding its fresh fruit and gourmet gift empire.

The business problem
Harry & David is a growing company. While it is a direct marketing company, it is also aggressively developing a retail store presence. Its two primary corporate locations are in Medford, Oregon, and Hebron, Ohio. The company also has more than 145 retail stores in 38 states. With numerous retail locations in many states, Harry & David needs comprehensive state and federal payroll tax filing capabilities.

As early as 2001, Harry & David realized its payroll tax filing needs were outstripping its capabilities. "That's when we decided to outsource our taxes," explains Diona Barker, Harry & David manager for Payroll Tax and GL. The company invited three tax management vendors to make presentations. Ceridian made a favorable impression because of our low pressure sales approach in which our services spoke for themselves. Moreover, Harry & David appreciated Ceridian not only for our demonstrated operational excellence but because we provided the names of several clients who could speak to our services.

The customer service advantage
While the Harry & David business has experienced significant change over the last 100 years -- adding gift boxes, gift towers, chocolates, retail stores and much more to its business -- two key ingredients have always been part of the company's success. Harry & David has always prided itself on operational excellence and superb customer service.

After speaking with Ceridian clients, Harry & David discovered that Ceridian's level of customer service was much like its own. "These days, customer service shouldn't be taken for granted," says Barker. "Clients shouldn't have to leave a message and wait until someone returns their call." Randy Geller, the Ceridian Enterprise Solutions Group consultant who has been committed to the Harry & David relationship since its beginning, agrees. "For many companies, customer service is a voice mail or e-mail. But at Ceridian, we try to maintain a much more personal relationship with our clients."

In the end, the professionals working in Harry & David's tax department decided to take the leap. And they have been very happy with Ceridian's payroll tax filing management and subsequent additional solutions Ceridian has provided. "Ceridian's customer service has been as good as everyone said it would be, and for that we are especially appreciative," concludes Barker.

A special project
In late 2007, the company's filings took on another layer of complexity when the organization was in the process of consolidating two corporate entities into one. Ceridian assisted with the special project to ensure the consolidation and all related filings occurred between November 1 and December 1, during the start of the retailer's busiest season.

Managing taxes for a fluctuating workforce
More recently, Ceridian began printing and processing the W-2 forms for all Harry & David employees. Never a routine matter, the seasonal nature of Harry & David's workforce adds another level of complexity to managing W-2 data. During most of the year, the company employs approximately 4,000 workers. But during its big seasonal rushes, Harry & David employs as many as 8,000 to 10,000 workers in its headquarters, call centers, warehouses and retail outlets throughout the country.

"They are a company that is ideally suited to take advantage of Ceridian's online SeeMyW2 solution," comments Scott Wisdom, product manager for Ceridian's Payment Solutions and Print Services. "If a Harry & David temporary employee moves across country, loses his printed W-2 and needs to see a copy, he can easily log onto SeeMyW2 and review and print a new one." Barker reports that Harry & David employees love the job Ceridian has been doing with their W-2 information. "This solution has been especially popular with our employees."

And gift cards, too
Because Harry & David is one of the nation's premier retailers, Ceridian recognized an opportunity to provide the company with another excellent Ceridian business solution. With more than 15 years of experience creating gift card solutions for businesses worldwide, Ceridian's Stored Value Solutions is recognized as the industry expert in gift card innovation.. Satisfied with its Ceridian solutions, Harry & David decided to work with Stored Value Solutions, which now provides the retailer's customer base with customized Harry & David gift cards -- an increasingly popular consumer choice.

According to Barker, Harry & David's tax professionals appreciate Ceridian's assistance. "The Ceridian operations have been excellent. When issues arise, Ceridian's customer service has been there whenever needed. Our staff appreciates the ability to pick up the phone and speak to a Ceridian representative. But perhaps most importantly," comments Barker, "having Ceridian manage our taxes has made my job so much simpler. Now when we process the company's taxes, it is much easier! Ceridian has truly made a difference."

To learn more about Ceridian's tax and gift card solutions, contact your Ceridian representative.