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The good, bad, and ugly of ADP
Updated February 23, 2021

The good, bad, and ugly of ADP

Michelle Melendez | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with ADP Workforce Now

We use ADP for our time and attendance across the company for our hourly employees as well as for vacation/ sick tracking for all employees. In addition, we use it as our HR database for employee information, payroll and reporting in the HR department. We have recently started using it for training as well.
  • Ability to pull both custom and standard reports easily.
  • Employees have mobile access to time and attendance.
  • All information for employees in one location
  • The red dot on Marketplace is still there years later after everyone complained it went away then came back again. It is very distracting since I always think I have a message and have given a lot of feedback and no one has listened.
  • Only being able to call ADP from 11 am on - We are a west coast company but I work on the east coast so anything I need from ADP has to wait until 8 am PST. Phone lines should be open all the time no matter where you are at 8 am.
  • Customer service is not good
  • Ease of payroll.
  • Time and attendance across the company on the same platform.
I think it is great but it is expensive and with Workforce now you may get lots of modules or pages you will never use as a small company but are paying for. If you want to learn how to use them and have someone help you set them up you need to pay more money for ADP to help you with those requests. Also reports if specialized cost more money. So you have reporting tool but if their standard reports don't cover what you need you have to pay to have them make it at an hourly rate.
  • none
  • UKG Ready (formerly Kronos Workforce Ready)
This was a more manufacturing product when I used it and was only able to be used for specialized companies that fit their target market. this was many years ago so not sure if this has changed or not. ADP is better in that it covers a board range of companies but if you are not large service lacks.

Do you think ADP Workforce Now delivers good value for the price?

No

Are you happy with ADP Workforce Now's feature set?

No

Did ADP Workforce Now live up to sales and marketing promises?

No

Did implementation of ADP Workforce Now go as expected?

Yes

Would you buy ADP Workforce Now again?

No

Customer service is lacking. I think if you are large company you get representative assigned to you, but as a small company you call into a service center. Most days I wait an hour plus on hold to get someone. Then you are lucky if they can help you or they have to transfer you to someone else.
ADP is great for reports and payroll. However, the cost is pretty high. The customer service is not up to what I would expect for what we pay for the services. If you want anything additional it seems there is always a charge even if it is a module you have as part of your package you still need to pay to have someone show you how to use it.

ADP Workforce Now Feature Ratings

8.0
Employee demographic data
8
Employment history
8
Job profiles and administration
8
Workflow for transfers, promotions, pay raises, etc.
8
Compliance data (COBRA, OSHA, etc.)
8
8.0
Pay calculation
8
Off-cycle/On-Demand payment
Not Rated
Direct deposit files
8
Salary revision and increment management
8
8.0
Approval workflow
8
Balance details
8
Annual carry-forward and encashment
8
8.0
View and generate pay and benefit information
8
Update personal information
8
Asset Management ()
Not Rated
8.0
Report builder
8
Pre-built reports
8
Integration with other HR capabilities ()
Not Rated
Performance Management ()
Not Rated
Succession Planning ()
Not Rated
Onboarding ()
Not Rated
Performance and Goals ()
Not Rated
Recruiting / ATS ()
Not Rated

COVID-19 Response

It has always been difficult to get in touch with ADP's customer service. During Covid that seems to have gotten worse. You can now wait up to 2 hours to hear back from someone which when you are under a deadline for payroll doesn't always work. I found that most times I figured it out myself before they even called me back.
I wasn't even aware they did any of this except for the PPP loan forgiveness reports that were offered. The is really no communication between me and ADP except the banners that come up when you log in and most of the time they are irrelevant to me so I don't even bother to read many of them at all.
I wasn't even aware any of this existed my guess is that it must be a paid resource on top of the costs you already pay them for payroll. I guess if I had known they existed and could have used them I would have.
We barely know anything about the mobile capabilities of ADP I don't even think more then a handful of our employees even use the mobile app. If we knew more about it we may have had more use for it.

Using ADP Workforce Now

192 - All of our employees utilize it in one way or another. Time and attendance, view payroll information and benefits. HR and Finance use it as well for report writing and running. Manager can use it for performance appraisals but we do not use that function right now, although we pay for it.
We don't have any support in house for ADP, if there is an issue with it I need to call ADP wait on hold and hope that whomever I get in their IT department can help me. If not I have no back up to get assistance with its services.
  • Payroll
  • HR
  • Reporting
  • none really
  • performance appraisal
  • job descriptions
  • I9 tracking
I am currently reviewing other payroll products to see if there is another option. Change would depend on the cost of another product and what functionality it offered us compared to ADP. Ease of use is one thing that is also very important when making a change. I am not sold on keeping ADP.