Views of ADP Workforce Now from a new user
Updated May 26, 2023
Views of ADP Workforce Now from a new user
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with ADP Workforce Now
Our organization uses Workforce Now for HR, Benefits and Payroll processing. The HR and Benefits capacities are recent additions as we are streamlining processes and looking for accuracy and efficiency. The ability to manage the benefits (enrollment and deductions) through WFN have eliminated human error and saved time in the long run. Next, we will convert the HSA employee and employer contributions to the benefit module. Having employees in many states and overseas demands a provider that can handle the complex taxation. ADP representatives have been helpful and knowledgeable in supporting our employee base.
- Highly trained customer service representatives. When calling, wait times are usually short. All representatives have a broad base of training so most questions are resolved right away. There is an extensive 'back office' of more experienced team members to address the more complex issues and anomalies. Recent training updates including the common sharing of representative email address for ongoing follow up access.
- Learning opportunities are available through videos, webcasts, PDFs , conferences and virtual conferences. I have found the quarter and year end videos to be especially helpful. I am appreciative of emails with links to articles with payroll relevance, saving me the time to research.
- Reporting capabilities are extensive. There are many standard reports that provide the base report with opportunity to customize fields, sorting, etc. And they can be saved for future use, with additional edit capabilities. Also available are fully custom reports, built by the the user, with the option of guidance from an ADP report writer. My experience includes a completely custom created report that I now use on a regular basis. The personal attention and investment of time to get my report exactly as needed was much appreciated.
- There are some screen printing issues with relationship to the pay statements. There are great capabilities to compare up to 5 pay statements for an employee. The view of information is both helpful and powerful. However, if a printout is desired, it is impossible! It prints with all the underlying layers of data versus what is seen on the screen. So frustrating to have such a wonderful tool available, but no way to print or pdf to share with an employee.
- As fantastic as the customer service is, my experience has included some very challenging issues. In these cases, it would be helpful to have a dedicated phone line to reach the manager, team leader, or highly experienced team member that has been involved along the way. I have spent much time being transferred, waiting, explaining and re-explaining only to have to wait for a return call from the person I initially needed to speak with.
- The benefit and payroll modules are extensive and very well integrated. However, in the set up process, it would be helpful to have someone 'lead' the process from ADP along side the client. In setting up some benefits, we felt stuck in the middle knowing what the outcome should look like, but not how to get there. And the ADP benefit rep didn't understand the payroll side, while the ADP payroll rep didn't understand the benefit side. So we, the employer, had to attempt to understand both and guide the ADP reps in the set up. It felt a little disconnected. Eventually, we worked it out, but it seems a more smooth process from within ADP would provide more customer satisfaction.
- The Self Service module is amazing! What would be appreciated is a dedicated customer service representative to walk through set up with the client. There is a cost associated with that option, and I feel that should be included. There are some tricky set up steps that truly deserve dedicated support.
- My experience with ADP is just over a year. In that time I have worked extensively with with our HR team to bring efficiency and accuracy to our departments. We have worked to use the HR fields for improved reporting and tracking. We have added almost all of the benefits into that module to allow for future time savings during open enrollment. In the next year, we will begin to see our efforts pay off in improved accuracy and time savings from manual entries. As we both become more knowledgeable and comfortable with the capabilities in ADP, we look forward to a larger impact.
- It's now been 5 years working in the ADP WFN environment. We have rolled out Self Service, which includes having employees update their own personal information and bank information. This has been a great efficiency step for us. We also appreciate the constant upgrades to reporting, screen design, and service access. The ability to create a case online for something non-urgent is amazing. I look forward to the Payroll Chat feature rolling out soon. The perfect example of listening to users when creating solutions and upgrades.
Our HR team has saved time, but I'm not sure how much. - We are just utilizing the HR features, so this year has been one of time investment for future time savings. Previously there was no tangible data available as HR details were not kept anywhere. ADP housed only the field necessary for processing payroll. As we have worked to populate the fields use the hiring and termination templates, we are systematically collecting data for future reporting. Likely there will be some time savings in the long run, but our biggest win will be to have accurate data in a presentable format with little time invested on the gathering of the data.
- Self Service
- Benefits Administration
Self Service: Due to some limitations (ex. multi-jurisdictional regarding state taxes) we have not utilized all features of Self Service. We began with a few areas to introduce the employee base as well as allow the admin team (HR and Payroll) to understand the set up and flexibility of the module. We are pleased with it so far. We were a bit disappointed that in order to have an ADP rep walk through the process with us it would be at a significant cost (we are a not-for-profit). So we watched and read all documentation in The Bridge and made an appointment through the Support module. This was essential. We also set up a test group to help us understand the settings we were questioning.
Benefits Administration: We are unable to use the Open Enrollment feature due to our benefits provider. So we use the module to manage the deductions set up on the Payroll side. This is also helpful in reporting. There a few quirks with the life insurance (date of increase in birthday month) and GTL premium amounts. Obviously, this is complex and needs someone to attend to the details, but is worth the set up.
Benefits Administration: We are unable to use the Open Enrollment feature due to our benefits provider. So we use the module to manage the deductions set up on the Payroll side. This is also helpful in reporting. There a few quirks with the life insurance (date of increase in birthday month) and GTL premium amounts. Obviously, this is complex and needs someone to attend to the details, but is worth the set up.
Do you think ADP Workforce Now delivers good value for the price?
Yes
Are you happy with ADP Workforce Now's feature set?
Yes
Did ADP Workforce Now live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of ADP Workforce Now go as expected?
I wasn't involved with the implementation phase
Would you buy ADP Workforce Now again?
Yes
ADP Workforce Now Feature Ratings
COVID-19 Response
We didn't choose to take part in all the COVID tax breaks given we are a non-profit. However, for the PPP loan, the reporting was helpful to us as a starting point. We have a variety of wage categories special to the ordained population, so we needed calculate differently than a standard report. Having a starting place was a great time saver.
ADP also had COVID related webinars and articles available in a timely manner to assist with navigating the ever-changing legislation and climate.
ADP also had COVID related webinars and articles available in a timely manner to assist with navigating the ever-changing legislation and climate.
We didn't need the ADP assistance for back to work, however, I can see how it would be very helpful for a workforce that used time and attendance. PPP reporting was a helpful place to start as reference in a previous answer.
All of these resources were helpful! The toolkit with the pop up message when something was updated was a great 'in your face' notice to remind me to take a look. The webinars were helpful and designed so that one could determine if it was applicable or not for specific needs related to my payroll work.
We are just working on the set up and roll out of the Self Service platform. In the testing phase, it has been helpful to have employees update their own bank and federal tax information. We are working closely with CS and Tech on some inconsistencies between the mobile and web access. We have discovered some confusion within the bank area relating to HSA accounts and reactivating previously used bank accounts, and some areas that can use more employer customization in the messaging to employees. ADP has been responsive and is working hard to accommodate our requests. We look forward to inviting all employees to use the Self Service and allow a more secure and efficient flow of information changes.
Using ADP Workforce Now
150 - All employees have access via the Self Service app and web log in to view paystubs and tax documents. We also require personal changes (name, address, etc) through the log in. HR, Payroll, Controller and CFO use admin log ins for approvals and reporting. We anticipate using additional feature in the next year to 18 months.
2 - Payroll and HR reps are the primary support for employee log in and process questions. Our collective skills are previous database experience, customer service training, and the ability to navigate and test various options to discover a solution.
- Manage personnel information in one place.
- Process Payroll where personnel information is housed.
- Flexible reporting capabilities.
- Printing labels for various purposes
- Online applications and onboarding.
- Manager approvals for job changes.
ADP Workforce Now Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Not Available
There is more than one exceptional support story!
One, more complex, involved reallocation of wages from a previous calendar year. Many emails, phone calls and amendment filings later, we had the proper resolution to reallocate wages among foreign and two states. It was complicated by employee travel, hurricane closing for ADP (Florida), and exemptions from FICA. My rep was very good an researching, reviewing and staying in contact.
One, more complex, involved reallocation of wages from a previous calendar year. Many emails, phone calls and amendment filings later, we had the proper resolution to reallocate wages among foreign and two states. It was complicated by employee travel, hurricane closing for ADP (Florida), and exemptions from FICA. My rep was very good an researching, reviewing and staying in contact.
Using ADP Workforce Now
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Convenient Feel confident using Familiar | None |
- New hire
- Paydata grid
- Service Connect Tool
- Set up of Self Service
- HSA benefit with employee contribution and goals
Yes - Self service has a mobile interface. I have not used it, but am working to have it programmed to be consistent with the web log in for employees.
To my knowledge there is not a mobile interface for the work of Payroll General Accountant. And, to be honest, I would not want to do this work without multiple large screens, a keyboard and mouse.
To my knowledge there is not a mobile interface for the work of Payroll General Accountant. And, to be honest, I would not want to do this work without multiple large screens, a keyboard and mouse.