SUCCESS STORY
Global Research Firm/Expert Network
Making Expert Payments Effortless for a Global Research Firm
75% reduction
in time spent processing payments
2x faster
panelist payouts
Weeks
of manual tax reconciliation eliminated
Global Research Firm/Expert Network
Company Info
Website
Industry
Research firm, Expert network
HQ Location
USA
Customer Since
2024
Recipients
Expert panelists
Payout Countries
Global
A leading research-driven consulting firm (name anonymized) works with thousands of senior-level experts worldwide, conducting studies across technology, finance, healthcare, and policy. With a growing global footprint and panelist base, the firm faced mounting inefficiencies in its payout operations.
By adopting Trolley, the global company streamlined its workflows, enhanced visibility, and reinforced its commitment to delivering that bespoke experience.
The result? Faster payments, reduced administrative burdens, and a more seamless global operation.
The result? Faster payments, reduced administrative burdens, and a more seamless global operation.
Experts waiting, ops drowning, finance stalled
The firm in question (story anonymized at the customer’s request) conducts research across technology, finance, healthcare, and policy. Operating at a global scale, with headquarters in the United States and offices in Europe, the company employs more than 150 people and works with thousands of panelists worldwide.
These panelists are senior-level experts, decision-makers, and key stakeholders who provide critical insights to help clients navigate complex business challenges. By participating in both qualitative and quantitative studies, they ensure research findings are grounded in real-world experience and high-quality data.
The operations team is responsible for ensuring smooth panelist onboarding, processing panel incentive payments, and providing timely support to panelists. This requires handling thousands of transactions across multiple countries, navigating different banking systems, and ensuring compliance with complex tax regulations.
As the firm scaled, its legacy payment processes became a major bottleneck for a few reasons:
These panelists are senior-level experts, decision-makers, and key stakeholders who provide critical insights to help clients navigate complex business challenges. By participating in both qualitative and quantitative studies, they ensure research findings are grounded in real-world experience and high-quality data.
The operations team is responsible for ensuring smooth panelist onboarding, processing panel incentive payments, and providing timely support to panelists. This requires handling thousands of transactions across multiple countries, navigating different banking systems, and ensuring compliance with complex tax regulations.
As the firm scaled, its legacy payment processes became a major bottleneck for a few reasons:
- Lack of visibility and control: Only finance had access to the previous payment platform, leaving the operations waiting a week between hosting a panel and processing payments.
- Cumbersome reconciliation process: Because experts were scattered globally, the team had to juggle separate workflows for domestic and international payments, leading to inefficiencies and delays.
- Disjointed tax documentation: W-9s and year-end tax reporting were handled through a separate platform, requiring weeks of manual reconciliation each December.
- Limited panelist access: Panelists had no centralized portal to track payments, often leading to confusion and increased support inquiries.
"Multiple spreadsheets and platforms made tax reporting a nightmare. In December, we would have five operations staff and three finance team members spend up to three weeks just reconciling payments for tax compliance."
Head of Operations
The Payout Ops switch that changed everything
The team knew its legacy systems and workflows couldn’t scale and searched for a better solution. Key criteria they looked for in a new payment provider included:
- Ease of use for both internal teams and panelists
- A global payments infrastructure capable of handling rapid expansion
- An integrated system combining payments with tax compliance
After evaluating options, the firm selected Trolley—a platform purpose-built for paying and managing non-employee workforces globally.
The transition was daunting—migrating panelists, retraining staff, and keeping research projects on track. But the benefits were immediate. Trolley’s intuitive interface and automation tools allowed the firm to onboard panelists more efficiently, reducing administrative friction. The operations team, which previously had to navigate multiple systems for payments and tax compliance, now had a centralized platform that provided full visibility and control over transactions. Additionally, panelists responded positively to the new system, appreciating the transparency, ease of use, and improved payment speed.
The transition was daunting—migrating panelists, retraining staff, and keeping research projects on track. But the benefits were immediate. Trolley’s intuitive interface and automation tools allowed the firm to onboard panelists more efficiently, reducing administrative friction. The operations team, which previously had to navigate multiple systems for payments and tax compliance, now had a centralized platform that provided full visibility and control over transactions. Additionally, panelists responded positively to the new system, appreciating the transparency, ease of use, and improved payment speed.
“We knew the old system couldn’t scale. Payments, revenue, and countries were all growing too fast.”
A white-glove recipient experience for every expert
The move to Trolley transformed the company’s operations. The ops team, which once struggled with manual reporting and slow approvals, now had full control over payments and visibility into every transaction.
“Trolley empowered my team with visibility we never had. We can track statuses, support panelists, and minimize errors—without relying on finance.”
Panelists who once waited up to a week for payments to process now receive funds within one to two business days. The finance team’s workload has been dramatically reduced, allowing them to focus on more strategic priorities rather than manual payment entry.
Furthermore, their panelists—many of whom are C-suite and senior-level experts with demanding schedules—now experience a significantly smoother payment process. The ability to specify payment amounts in local currencies has eliminated disputes caused by exchange rate fluctuations.
Furthermore, their panelists—many of whom are C-suite and senior-level experts with demanding schedules—now experience a significantly smoother payment process. The ability to specify payment amounts in local currencies has eliminated disputes caused by exchange rate fluctuations.
“We used to quote incentives in USD. Exchange rates created disputes. Now, local currency payouts mean panelists get exactly what we promise.”
Visibility for Ops, confidence in compliance
This shift to localized payments was just one of many upgrades. One of the most significant improvements was in tax compliance—Trolley’s integrated tax reporting allowed the firm to automate W-9 collection, track earnings, and generate tax documents with ease.
“Before Trolley, our team had to spend weeks manually reconciling tax data at the end of the year. We had multiple platforms handling different parts of the process, which led to delays and increased the risk of errors. Now, we can consolidate everything in one place, reducing stress and ensuring compliance with far less effort.”
This impact extended beyond just operational efficiency—it transformed the way the team worked day-to-day. The ability to proactively manage payments, rather than constantly reacting to issues, allowed them to focus on more strategic efforts.
Reflecting on this transformation, they emphasized just how significant the shift has been: “It’s hard to imagine going back. Payments just work, my team has time back, and panelists are happier.”
Reflecting on this transformation, they emphasized just how significant the shift has been: “It’s hard to imagine going back. Payments just work, my team has time back, and panelists are happier.”
The future of expert payments at scale
For the firm, Trolley wasn’t just about payments—it was about reinforcing a white-glove commitment to experts. As the firm continues to expand globally, it does so with the confidence that its expert panelists will always be paid accurately, efficiently, and with the same high level of service that defines its approach to research.
"Trolley has allowed us to maintain our white glove approach while scaling operations. We’re no longer bogged down by manual processes, and we can focus on what we do best—delivering insights, not managing admin."
Conor Cox, VP of Revenue at Trolley, emphasized the alignment between Trolley’s platform and the consulting firm’s high-touch panelist management approach, stating, "The firm needed a solution that matched its premium brand experience. Trolley’s ability to streamline payments and compliance while maintaining a seamless expert experience made us the ideal partner."
With Trolley in place, the firm is positioned for continued growth. The team can confidently scale their expert panel network, knowing their payment and compliance infrastructure is robust and efficient.
"Trolley has allowed us to maintain our white glove approach while scaling operations. We’re no longer bogged down by manual processes, and we can focus on what we do best—delivering insights, not managing admin."
Conor Cox, VP of Revenue at Trolley, emphasized the alignment between Trolley’s platform and the consulting firm’s high-touch panelist management approach, stating, "The firm needed a solution that matched its premium brand experience. Trolley’s ability to streamline payments and compliance while maintaining a seamless expert experience made us the ideal partner."
With Trolley in place, the firm is positioned for continued growth. The team can confidently scale their expert panel network, knowing their payment and compliance infrastructure is robust and efficient.
