Overall Satisfaction with ADP Workforce Now
We use ADP Workforce Now across our whole organization for Payroll, Time and Attendance, as well as HR & Benefits. We are not fully implemented at this point. We have turned on self-service for all employees, but we are not utilizing the on-boarding piece, management approval paths, or benefits enrollment. It might address quite a few issues with human data-entry error, lack of real-time information for benefits, and loss of contribution dollars. I say "might" because we are not quite fully implemented and we are finding many errors in the background as we slowly make progress on getting these pieces set up.
- We have not had any issues with the Time & Attendance piece of the puzzle. All the data from Time & Attendance flows through without a problem to Payroll.
- The HR & Benefits system is relatively flawless once all the data has been input for the Benefits. I simply enter the information and the system and it does the rest, including making sure the benefit deductions start on the right date.
- From the HR & Benefits standpoint this system is relatively rigid. There is no flexibility regarding benefit deductions at the end of an employee's tenure with the company. It's not computing when the plan year started, what the last day on benefits is and, therefore, how much more an employee may owe in order to be paid in full upon termination. Instead, we are forced to manually override the system from the Payroll side.
- The Payroll side is inflexible for our industry. We are a trucking company and our Drivers pay has to be imported from another program because we pay by mile, by piece, and several other factors. Additionally, we are typically 2 weeks behind on when we are paying our Drivers and, because of this, ADP's "effective date" on the HR & Benefits side is translating to manual checks on the Payroll side for new hires.
- ADP's Workforce Now is designed for office personnel and simple manufacturing type environments. Not for the trucking/transportation industry, or any industry not paying on typical wage and compensation plans.
- We have not yet realized our return on investment with the ADP system. It's taken 6 years to get us to where we are, with some gaps in between where we made no real changes to the system. However, it's safe to say a good 2-3 years has been spent attempting to customize ADP Workforce Now to our business. We still have a ways to go yet.
- Once we are fully implemented, and benefits enrollment is turned on, I anticipate this system reducing the time it takes HR to fully enroll an employee into the chosen benefit plans.
What "in-person" training? We received none and it's never been offered. All our experience has been over the phone, via The Bridge, and through the Support tab.
Workforce Now is scalable. It's simply whether or not you have the time to dedicate to it. You need to have proactive people in charge of the product. People who are willing to make the phone calls, do the research on The Bridge, or hound the customer service staff via the Support Connect options.
To date, there is only one system we have attempted to integrate and that's our Dispatch and Logistic platform, TMW. These systems cannot speak to one another seamlessly. Instead, we have had to utilize CSV files.
In the past I have not used systems that had all 3 products. I've only used Payroll systems, such as Paychex, QuickBooks, homegrown systems in the healthcare industry (MDI) and ADP (prior to Workforce Now). I briefly worked on the implementation of Accero with another company, but the company closed our doors before it went live.
Traditional work environments such as office and manufacturing would be fine using Workforce Now. If you are not using traditional wage and compensation plans, avoid it and find another system that has more flexibility. This system has taken us 2-3 years to implement and we are still not completely there yet.
ADP Workforce Now Feature Ratings
Using ADP Workforce Now
I don't believe ADP Workforce Now is the system for our company, with our wage and compensation systems. In addition to all the other items mentioned, we have had issues getting timely responses from the service teams. Our issues are frequently "escalated" and then it takes 3-5 days to get a response and frequently the response is, "I'm sorry, but the system cannot do that."
ADP Workforce Now Support
It's very difficult to reach someone who has any knowledge about the issue you are facing. You either sit on hold for a very long time, or you leave a callback number and when they call you back the system hangs up on you...so you start the whole cycle over. They are moving to their Support Connect online ticket submission system. I'm not impressed since one of my simple requests has now been sitting there for 3 weeks with no activity and no contact about it.
Problems get solved
Not kept informed
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
At the very start of ADP Workforce Now implementation we had a dedicated support person who was very helpful and helped us transition with ease from the old system. She made it so there was not a huge time investment from us required and ensured the data transferred correctly. She was also very good at showing us around the new platform so we could see how to perform the basic payroll, time & attendance, and HR & benefits tasks.