ADP has good usability but needs to bring up the customer service
December 07, 2021

ADP has good usability but needs to bring up the customer service

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with ADP Workforce Now

We currently use ADP Workforce Now as our time and attendance software. All of our WQ2 and tax reporting is done through ADP as well. Currently, we have a two-person payroll department that processes payroll through ADP Workforce Now every other week for a company size of about 500 employees.
  • Time and attendance is super easy.
  • Phone app is intuitive and easy to use.
  • We have built in a lot of our trainings to the system and area accessible immediately upon log in.
  • The lead-in page that gives updates on the company benefits and HR-related items is nice and gives a quick snapshot of what is happening at the company.
  • Customer service is lacking big time. [In my experience] it takes multiple calls and multiple transfers before someone takes an issue seriously.
  • Taxes are not always withheld when they should. [I believe] ADP is reactive in telling you different tax issues you need to address and therefore you are unaware of what was submitted until afterward when you get a notice from the taxing agency.
  • The mobile app is not that easy to use and does not have the same functions as the actual website.
  • Payroll at times can have multiple issues with extract files.
  • When issuing off-cycle checks through payroll, can cause issues with the next payroll cycle calculations. This adds to our month-end close.
  • Connie toon to our accounting system has become a lot better and when extract files are working, the upload is seemed less.
I am not sure how scalable it is when the support is not as efficient as it needs to be. Companies looking to scale are looking for efficiencies and when issues arise, quick fixes. During times when the issues are brought up, they are not revised in a timely manner.
  • Bridge.
  • Concur.
We struggle with concur integrating with ado so we have used extract files to upload to our payroll system to issue employment reimbursement through our ado platform.

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

Not sure

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

Yes

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 and Sonia has a timely resolution to issues.
[In my experience,] customer service was incredibly poor and led to my having to get involved (at the Director level) in order to get any team room on issues that were brought up to our rep. [I feel that] it wasn’t until I escalated this to other directors/leaders before we would get traction on an issue.

ADP Workforce Now Feature Ratings

Employee demographic data
9
Employment history
8
Job profiles and administration
5
Workflow for transfers, promotions, pay raises, etc.
7
Organizational charting
7
Organization and location management
8
Compliance data (COBRA, OSHA, etc.)
8
Pay calculation
8
Support for external payroll vendors
Not Rated
Off-cycle/On-Demand payment
7
Benefit plan administration
9
Direct deposit files
8
Salary revision and increment management
9
Reimbursement management
6
Approval workflow
9
Balance details
8
Annual carry-forward and encashment
8
View and generate pay and benefit information
8
Update personal information
8
View company policy documentation
8
Employee recognition
8
Report builder
8
Pre-built reports
8
Ability to combine HR data with external data
8
Performance plans
8
Performance improvement plans
9
Review status tracking
8
Review reminders
8
Multiple review frequency
8
New hire portal
8
Manager tracking tools
8
Corporate goal setting
9
Individual goal setting
8
Line-of sight-visibility
8
Performance tracking
8
Job Requisition Management
8
Company Website Posting
8
Publish to Social Media
8
Job Search Site Posting
8
Applicant Tracking
8
Notifications and Alerts
9