Great Software, But Service Model Needs Improving
February 22, 2018

Great Software, But Service Model Needs Improving

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with ADP Workforce Now

ADP Workforce Now (WFN) was utilized by our company for HRIS, payroll processing, benefits administration, and employee self-service. We also utilized ADP Workforce Now for ACA reporting. WFN was utilized across our entire organization nationwide. The product was used for storing employee data in the HRIS and outsourcing payroll functions for easy payroll processing.
  • Great system with a clean interface that is easy to navigate.
  • Mobile app is robust and offers great options for employees.
  • Lifemart (discount service) is a good perk for employees.
  • Payroll processing is solid.
  • Customer support leaves much to be desired. ADP's service model requires you to call into a service center whenever you encounter issues, which often leads to long hold times and issues being handed off to multiple agents at a time.
  • Sometimes there is some wonky integration between modules (benefits to payroll, payroll to HRIS, etc.).
  • Adding new users is time consuming and requires faxing in forms to ADP or opening up tickets over the phone.
  • It has saved time for employees and managers by removing paper-based processes.
  • Payroll processing helps make it easier for the payroll team.
Our HR team has saved time, but I'm not sure how much. - HR saved time by allowing employees to make changes via self-service. HR has also saved time by essentially outsourcing the payroll function and getting payroll support from ADP.
Other services, such as Paycom, have provided a much better service model that allows us to get help much more quickly from a dedicated account representative. ADP's systems may have more options and integrations than competitors, but the service is often lacking.
ADP is scalable for small to large organizations, which is nice. Companies with the bandwidth to take ownership over the system or dedicated HRIS employees that can manage the system may find it to be great; however, organizations that may need help troubleshooting the system may become frustrated over the service model.

ADP Workforce Now Feature Ratings

Employee demographic data
9
Employment history
10
Job profiles and administration
9
Workflow for transfers, promotions, pay raises, etc.
7
Organizational charting
7
Organization and location management
8
Compliance data (COBRA, OSHA, etc.)
8
Pay calculation
9
Benefit plan administration
7
Direct deposit files
8
Salary revision and increment management
9
Reimbursement management
8
Approval workflow
8
Balance details
7
Annual carry-forward and encashment
8
View and generate pay and benefit information
8
Update personal information
9
View company policy documentation
8
Report builder
8
Pre-built reports
9
Ability to combine HR data with external data
9
Performance plans
9
Performance improvement plans
8
Review status tracking
8
Review reminders
8
Multiple review frequency
8