3 ways Sparrow revamped Impact’s employee leave management system

Impact.com is a global leader in partnership automation, transforming the way enterprises manage their affiliate, influencer, and referral marketing. Loved by brands like Adidas, CNN, Microsoft, and TikTok, impact.com’s technology has won a slew of G2 awards, including Best ROI, Highest User Adoption, and Easiest Setup.

Companies use impact.com’s all-in-one platform to streamline the entire partnership life cycle, from recruiting reliable partners and creating contracts to analyzing performance metrics and optimizing decision-making. The result: higher revenue and returns on ad spend.

Central to the company’s success is their inclusive, compassionate culture. “Everything we do is to ensure employees have the tools and support to show up as the best versions of themselves,” said Delilah Nossa, Business Partner at impact.com.

Taking care of 1,200+ employees around the world requires a multi-pronged approach. “We’re really focused on mental health and employee well-being, in and out of the workplace,” said Hannah Sullivan, Benefits and Compliance Specialist at impact.com.

The company offers a range of employee benefits, including flexible, unlimited time off; company-matched retirement plans and employee stock options; comprehensive healthcare for employees and their families; professional development courses; and up to six months of paid parental leave.

When impact.com saw an opportunity to give employees more behind-the-scenes leave support, they turned to Sparrow for full-service employee leave management.

The challenge: Providing a top-tier employee leave experience

Prior to partnering with Sparrow, impact.com managed employee leaves internally, but they wanted to give their employees a greater degree of support.

“What can we do better? That was the question we were asking ourselves. How can we improve the leave process for our employees?” said Nossa.

They brought on a leave management provider to outsource some of the administrative tasks taking a toll on their benefits team—but it wasn’t a perfect solution.

“Partnering with Sparrow transformed impact.com’s employee leave experience. It’s been night and day.”

“Although the administrative support helped us, we still found that the main challenge was on the employee end,” Nossa explained. “That’s what mattered most to us, making the process easier on the employee side.”

The self-service nature of their vendor’s system meant that impact.com employees weren’t getting enough clarity and hands-on help when it came to filing for benefits and understanding their pay.

“Our vendor didn’t support us with filling out state applications, so employees were largely left to figure out the process on their own,” said Nossa, reviewing state filing processes and completing paperwork with minimal guidance.

“The support our employees get—especially the employees in states that have a wage replacement program—has been invaluable. Sparrow’s process is very clear.”

“Our employees had so many questions whenever there was an issue, and they weren’t sure who to go to,” she added.

When Nossa and her team began receiving negative feedback from their employees about the leave process, they decided to explore other options. “Employee experience was non-negotiable for us—we needed to go back to the market and find a vendor who could help lift the burden for employees,” she explained.

When Nossa’s team told their benefit brokers they needed a new vendor, Sparrow came highly recommended. “Sparrow’s dedication to customer service—particularly their ability to apply for benefits on behalf of employees—that really set them apart,” she said.

The solution: Partnering with Sparrow for one-on-one employee leave support

Partnering with Sparrow transformed impact.com’s employee leave experience. “It’s been night and day,” said Nossa.

Sparrow Leave Specialists work hand in hand with employees, starting with a one-on-one call to explain which benefits they’re entitled to and what to expect at each step of the process.

“The support our employees get—especially the employees in states that have a wage replacement program—has been invaluable,” Nossa said. “Sparrow’s process is very clear.”

Sparrow files benefits paperwork on employees’ behalf, then Sparrow Leave Specialists coordinate with insurance providers and state agency representatives to get additional information and check on application statuses.

“There’s minimal outreach from employees—it’s very rare when they ask us a leave-related question now. And when they do, we send them back to their Sparrow Leave Specialist, who helps them right away.”

“Having accurate, current information about state departments and their processes, and being able to share that with employees who are planning their leaves is really helpful,” said Nossa.

Even during complex leave cases, when a state has payment delays or a convoluted filing procedure, Nossa said employees still feel taken care of. “They appreciate Sparrow’s direct support, their fast response times, and the excellent ongoing communication,” she explained.

“Whenever our employees have questions or concerns, Sparrow gives them very clear information about what’s going on and what the next steps are.”

It’s a stark contrast from Nossa’s previous experience, which she described as putting out “one fire to the next.”

“I don't have to worry about what's going on with employees because Sparrow has every state covered and stays ahead of changes and issues.”

Minimizing backend work for HR

Sparrow’s end-to-end support hasn’t just upleveled impact.com’s employee leave experience—it’s also saved Nossa’s team significant time and hassle, particularly when it comes to employee correspondence.

“There’s minimal outreach from employees—it’s very rare when they ask us a leave-related question now,” she said. “And when they do, we send them back to their Sparrow Leave Specialist, who helps them right away.”

Payroll is also more efficient. Sparrow sets up automatic payroll calculations for impact.com, generates custom payroll reports, and helps with payroll reconciliation.

“It’s made things a lot smoother on the payroll processing side,” said Nossa. “There are fewer fires because it’s being handled in real time, and we’re all on the same page.”

Sullivan agreed, and said she appreciates Sparrow’s leave expertise. “Sparrow’s on the ball,” she said. “With our previous vendor, I was the one staying up to date on state leave law changes, and asking, ‘What have you done to prepare for this?’ And we didn’t feel very supported from that angle.”

With Sparrow navigating state leave laws and compliance concerns, Sullivan has more peace of mind. “I don’t have to worry about what’s going on with employees because Sparrow has every state covered and stays ahead of changes and issues,” she explained.

“We’re not just getting helpful, actionable information, but it’s the solution-focused way Sparrow communicates. It’s a true partnership with accountability, responsiveness, and genuine collaboration.”

Building a high-value partnership

As a pioneer in partnership automation solutions, impact.com knows the value of a successful business partnership. Not only has Sparrow taken the stress and complexity out of leave management for Nossa and her team, they’ve also improved Impact’s employee leave experience tenfold.

Nossa said there are three main areas where Sparrow excels: communication, accountability, and customer service.

“It’s not just that we’re getting helpful, actionable information, but it’s the solution-focused way Sparrow communicates,” she explained. “It’s a true partnership with accountability, responsiveness, and genuine collaboration.”

Preparing for employee leaves doesn’t have to be difficult. Sparrow simplifies the process for everyone involved. See what we offer or book a demo to get started today.