ADP - buyer beware
December 08, 2017
ADP - buyer beware
Score 2 out of 10
Vetted Review
Verified User
Overall Satisfaction with ADP Workforce Now
ADP Workforce Now is our HRIS and payroll platform and has been for 2 years. During that time our company has grown by 33%, including adding additional HR staff. We use Workforce Now for the full employee life cycle and payroll processing.
- Houses our employee records in one place - ability to see employee demographic info, employment info, pay, benefits, etc in one place.
- Like the custom reporting system. After getting used to it, I do think it is easy to use.
- Our payroll has always been processed and delivered timely.
- Service, service, service - the service we have received has been abysmal. Do not think you are going to get your question answered in one phone call or email. It will take more. We have given up and created our own work arounds and trained ourselves on how to do things through trial and error because the service is bad.
- System optimization and use - the system isn't intuitive when it comes to core payroll and HR items. If I want to upload a document for my employees to electronically acknowledge, I have to do 4 steps in 4 different sections of Workforce Now to make that happen. And the steps and sections are not named intuitively so it is very hard to figure out what to do without a person walking you through it -- and as stated above, nearly every "person's" service has been horrible.
- Implementation was poor and left a lot of unanswered questions. I think they defined it as done after the first payroll processed, but that was a very low bar. We needed more support to implement non-payroll functions (applicant tracking, electronic onboarding, performance management) and never received any support.
- Untrained associates. I guess ADP has grown by adding different vendors products into their own and putting a glossy "one system" feel over everything. But in practice, a person you call into for payroll doesn't know about time and attendance and has to transfer you. A person helping implement the benefits enrollment module doesn't know about how to upload a document for electronic signature and has to transfer you. It adds so much time and frustration to the process that their people seem very narrowly trained.
- When they did the sales pitch, the rep said "ADP has 42 different customizable solutions". I think he meant it as a positive, but I see it as a negative. No one person could possibly understand and help a client with 42 different solutions. The lack of dedication means no one person has responsibility to help you, the client, understand, use, and optimize the whole system because no one person could possibly understand the whole solution if it is made up of 42 parts.
- ADP reporting has made a positive impact on the time it takes us to complete pre and post payroll processing activities.
- ADP's poor implementation of onboarding, performance, and recruiting leaves those as still manual / paper processes for us so no ROI.
- ADP's poor service means our payroll specialist spends far too much time tracking down why the system isn't working correctly and fixing the problem with multiple phone calls.
Our HR team has not had any measurable time savings. - Savings realized in one area have been offset by needing to spend more time in other areas.
We have saved time in benefits by having electronic benefit enrollments. But we are spending more time in multiple other areas, including not making any improvements to our onboarding process.
We have saved time in benefits by having electronic benefit enrollments. But we are spending more time in multiple other areas, including not making any improvements to our onboarding process.
- Paychex and Paycom
We were with Paychex when we made the switch to ADP. We had outgrown Paychex and ADP seemed like the right choice. However, looking back, we were sold a product that wasn't one product -- it was a combination of 42 different solutions and no one person has been able to service or support us with those products to meet our needs. The system promised to make electronic our hiring, onboarding, performance, and benefits tracking processes in one system. Only benefits have happened - the rest haven't been implemented after 2 years.
I wish I would have chosen a different system 2 years ago, because, even if it wasn't perfect and easy to implement, the service from ADP has been so abysmal, that I'm certain another partner would have been better there and had us to a better place 2 years in.
I wish I would have chosen a different system 2 years ago, because, even if it wasn't perfect and easy to implement, the service from ADP has been so abysmal, that I'm certain another partner would have been better there and had us to a better place 2 years in.