Overall Satisfaction with ADP Workforce Now
We use ADP to process our payroll and use the HR functions as well as the performance review services. In theory, ADP has all the things we need to accomplish what we need to do, however, the constant reconfiguration of the systems is very irritating. To just get started with ADP requires a lot of training and class time to learn the system, but with the constant upgrades, it is hard to keep up with the changes as they are usually major changes. Why so many upgrades? It is working and you do a change and other things are affected. I feel changes are not thoroughly being tested before they go live and other things that we count on are changing. In other words, it creates other issues. Fix the little things that need fixing and leave the system alone. We don't need a different look every quarter. It makes it hard for the user and when we call to get help, we are actually learning together because your reps cannot keep up with the changes either. It is harmful to our system and makes us just crazy. Your customer service is getting better as I finally have a rep that knows the system or will do whatever she needs to do to get the answer. It does take time though and sometimes we have no time. I was against ADP from the beginning as service was my biggest issue with ADP. But now it is the constant changes, and how it affects other parts of the system, like the manual check processing that was compromised with the last update. We could not do a manual termination check and had to hand type a check due to this problem created by your upgrade. This caused other issues when putting the information in the system the next payroll. Just one example of issues created. Again too many upgrades that change too much.
- Processing payroll is a strength.
- Reports for processing and quarterly reports are done timely and correctly.
- Service is getting better. I still find I can get to my rep and usually have to deal with someone else.
- Payroll processors do not want to relearn payroll processing over and over and we are having to do that due to too many upgrades.
- Competition with other vendors seems to be driving these upgrades and it is a great product but you need to make sure everything works properly and stop reinventing the wheel.
- The return of investment is still climbing. ADP is more expensive than others and they charge for everything. I am still waiting on a big credit from ADP for services paid for and not working like the performance review process that changed when we started and I was learning with the implementation specialist who was also learning and could not make happen what we were promised. I did the programming for this module in our system as it was too much for the rep to understand. I made it work but not to my liking. We did not get to use it for 2 years and we paid for it from the beginning. I was promised a credit from our manager Cory Miller.
Our HR team has saved time, but I'm not sure how much. - We had a very progressive payroll company who catered to every item we needed and that fast response time makes a difference when trying to solve issues. Although our rep has gets back to us, it is not always something she can do and response return calls are not being done timely. Even if you don't have the answer an email or a call back to get more info would be appreciated. I do see they are trying to implement this process as I have recently received emails.
I liked Kronos and we had Payroll Centrics Evolution Management on board to go to a bigger company. I would have liked to go to Kronos which I used for many years. They went with our sister company's ADP and I was forced to use ADP. I had used ADP prior to Kronos and had major service issues and did not like the attention that our account was not receiving.
The layout of ADP is working fine. It is working fine, we don't understand why so many upgrades.