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