Stay away if you can!
August 28, 2017
Stay away if you can!
Score 1 out of 10
Vetted Review
Verified User
Overall Satisfaction with ADP Workforce Now
We use it for payroll, HRIS, document storage, time off tracking and employee self-service. We recently moved to electronic document storage and we had an outside company scan our current documents and use ADP to keep the electronic files stored and sorted. ADP is our HRIS system of record and the central resource for our HR team.
Employees are able to request time off and update their address/taxes/direct deposit on self-service through ADP.
Employees are able to request time off and update their address/taxes/direct deposit on self-service through ADP.
- Is convenient in terms of their offerings, they have offerings of almost any HR related task needed (time off, time recording, payroll, document storage, performance, recruiting, etc).
- Payroll processing is fairly straight forward process through ADP.
- Customer service is incompetent and useless in most cases. They are too large at this point to provide a basic level of customer service. Most of the time, you either 1) Get the wrong answer, 2) Get a promise of a call back that never happens, or 3) Have 3 representatives give you 3 different answers.
- During certain times of year, prepare to sit on hold for 45-75 minutes. It's become a joke for our team that we take pictures of how long we stay on hold with ADP to send to each other.
- Your "Account Manager" that sells you the product will only return your calls and/or emails if you say you are interested in buying a new product. Repeated requests for contact changes go unanswered, our former Controller who left our company in 2015 is still receiving confidential emails from ADP after 10+ requests to remove him from our system.
- In trying to improve their UI and make it look "slick" they have made things more complicated and non user-friendly. Reporting has become near impossible to use. Before the "upgrade," I didn't even need their training to run custom reports. Now, it takes me forever to even figure out how to run a simple canned report.
- In general, they are too big to care about their customers. They know they are the most robust system out there and can meet such a large variety of needs that people would rather stay with them and suffer than find and implement one or several other systems that they would have to get to replace ADP.
- Self service for employees has saved us a lot of manual work - we currently have EE self service for taxes, direct deposit, address changes and time off.
- The time spent on getting issues resolved through ADP's customer service in 5 years is immeasurable. A massive waste of time sitting on hold and calling back several times on the same topic that has not yet been resolved.
Our HR team has not had any measurable time savings. - The time we save with self service is cancelled out by the time we spend trying to get answers on the multitude of other issues that come up.
We left ADP for CheckPoint but on our first payroll the implementation failed so we ended up back with ADP by default just so our employees could be paid. Paycor and Paychex were not robust enough for our needs.