Carlos Rodriguez
Analyst · Bryan Keane from Deutsche Bank. Your line is open
Sure, it's a good question, it's a fair question. I think your math is actually very close, the only thing I would add to that math is that, you know, you do have to apply a retention -- or a loss factor to that 25,000 itself over the course of 12 months. We naturally, even if we weren't migrating, would lose call it 10% of those clients. It might be a little bit higher than that, just because they're legacy type clients. The absolute number you're starting with that you have to divide over four quarters is a little bit smaller. But you're in the right ballpark. It's probably around 5000 or so clients that need to be migrated per quarter. We feel pretty comfortable with that pace, given the infrastructure that we've created and the new process we have for migrations. In terms of additional color, as you're pointing out, the results didn't cooperate with our desires and with our intentions and in part, that's because our retention is a reflection of the overall Company's results and there's variability across a lot of other businesses. I wouldn't read in to it, even though we still have a concentration of our retentions issues in the mid-market and they have been for this fiscal year. There is another $8 billion to $9 billion of revenue in ADP that also experiences variability in retention. But having said that to give you specifics around, you know, why our confidence level was high that things would get better and why it still remains high, we have a number of, in specifically the mid-market, issues that we were experiencing with rewards to retention. We have a lot of metrics, as you can imagine, that we look at that are leading indicators versus retention which is a lagging indicator. For example, the speed to answer phone calls, number of cases that are unresolved in a backlog, we have a number of escalations in terms of people escalating client service issues and the metrics are -- most of the metrics in the mid-market regarding service experience for our clients are either back to where they were prior to our retention issues or in some cases better. So we feel confident that even if there's some kind of lag in the sense that some clients may have already been in process due to a poor service experience of looking at alternatives and the fact that there are other parts of ADP that have variability and retention as well, I think not withstanding all those things, I think my confidence in the improvements in service, stability and service experience in the mid-market remain quite high actually.