Namely

The support and customer experience has been amazing! Very attentative.

Improved immensely.

Onerous, slow, cumbersome. Sometimes unresponsive; sometimes your account manager changes. Just not a 21st-century tech company the way Justworks or Gusto are.

Unfortunately, in more recent years we've had a lot of difficulty with Namely as they've undergone a lot of internal changes. It took 4 returned emails saying the person no longer worked at Namely to find someone to help me (I finally called payroll) and it took a while to get connected with a direct source of help. Namely now has set up their "pod" feature of communication which works well for the most part, but is different. I felt spoiled when we first started with Namely, but now it feels very much like working with most large companies' help centers. There is a system to go through and you do have the option to click "urgent". In general the help is efficient, but it still takes a few days and it's hard to speak with someone directly. It is all done via online communications and is difficult to actually speak to someone on the phone. This works well for most cases, but I do feel frustrated more often than I'd like to with this type of communication. (2019/2020)

The support given is good, however I would prefer to actually speak to someone on the phone rather than to submit a case.

It's not a 10 because I wish we had an assigned account manager.

Bryan at Namely Time is awesome to work with. I knew when I called him, most of the time, he knew the answer but if he didn't, he would figure it out and call me right back.
ACA support people just lack the knowledge.
Star at Namely Benefits is also great to work with.

I have not personally interacted with Namely Support.

After Onboarding has officially finished we were still missing "Time Off" piece. It was weird how functionality that important was overlooked by the onboarding specialist.

It's great to have all things in one area (HRIS, Payroll, PTO, Benefit Management) but they do need to continue improving the software to make it easier for those areas to talk to each other. That way you won't need to enter duplicate information into multiple aspects of Namely but can trust that once it's entered, it flows to where it needs to be.

Our payroll person is great and some of the support staff. Implementation is not good and doesn't seem to know what they are doing. The Namely agency is non-existent if you are a smaller employer. They have their general agent servicing us.

I have had no issues at all with my Namely use.

Consultants are available for onsite visits during especially stressful times, such as open enrollment.

The failure to disclose during sales that they used a 3rd party bank and a 3rd-party timekeeping system was a shock. EE's must download 2 apps because of this. 1 to see the timesheet, and 1 to see their paystub.
There's also lack of training and guidance on how to do things. Some print-outs are good, but they're poor in most cases. No webinars or online classes to walk staff through the "how-to." The service dept doesn't open until 9am est. There have been odd calculations for OT, (i.e. not your straight 1.5) and they don't know why.
They can be very "hands-off" - i.e. not our responsibility.

They moved to a queue system in the past 2 years and it's terrible. I loved the dedicated account management relationship. We had a strong relationship, the AM knew us and how our company works so she could solve problems faster. Now the dial-in queue is terrible. We will wait weeks for very urgent needs.

I've never used the support cause I haven't had any issues with it.

I think that Namely works well for our organization but I haven't worked with any other products to know if there are better options on the market. It is easy enough for me to use.

The support has been the worst part of this product over the 2 companies I have used it at. They will never follow up on anything that isn't a 2-minute answer. When they do follow up it is just to say, "we are looking into this" or they just say "It's all set now." Very frustrating to be told something was taken care of, only to receive a penalty and Interest notice a few months after the deadline because it wasn't "all set."

I would give this a 0 if possible.

Customer service is slow, can be abrupt to the point of rude, and very rarely understand why things are malfunctioning. I have issues that I have been trying to resolve for weeks at this point.

They have a relay system and even though you had your own account manager, it is unlikely that they are able to resolve your issue without relaying the issue to someone else or another team. Turn around time is usually over 3 days and you will need to constantly follow up.

I never have to wait more than a day for a response to my questions - they immediately respond with an answer or with the plans to get the answer.

They have always (3 years worth) been extremely responsive and will escalate it on their own if they don't have an answer.