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Avoid ADP Workforce Now! Waste of money and time
June 30, 2021

Avoid ADP Workforce Now! Waste of money and time

Tamara Curtis | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with ADP Workforce Now

This platform is used across the organization for Payroll processing and as an HRIS system. The software combines both aspects into one.
  • Implementation team was great and walked us through the set up with regular meetings. Once passed off to the customer service team, things fell apart quickly.
  • Customer Service - different solutions from reps contradict each other - inexperience. Still have serious issues unresolved for over a year. No one wants to take ownership of resolving outstanding issues.
  • Used the help of the service team to process terminations when new to the system which resulted in overpayment that they were never able to collect after a year despite multiple follow ups from the company side.
  • Never hear from the sales rep since the company moved to the ADP system. Doesn't respond to emails or phone calls.
  • Upgrades are done regularly to improve the product, however, there have been several situations where it has undone our current programming and we discover that there are now errors in calculations. How many other changes happened that we have not discovered has caused an error elsewhere? Our employees do not trust the system after 2 years of use.
  • The intent was to streamline processes and shorten payroll processing time by moving from two software programs to one, gaining efficiencies and avoiding duplication. The processing time is the same and longer in some circumstances with ADP. ROI is zero at this point after two years as the costs are over and above to process payroll through ADP and errors made by ADP service department have costed the company money that they promised to resolve and have not.
  • Employees can use the mobile app to see their pay.
  • Home page can be used for mass communication and accessed from any computer.
  • Cloud based and can be processed from any where. Great if there is a power outage.
  • Employees have lost faith in the ADP Workforce Now product. They do not trust how their payroll is being processed and how the accumulators are working. i.e. vacation accruals. They are still wrong after two years and we are tracking this manually.
There are many areas that cannot be customized to meet our needs, although told by the Sales rep that the software could support our needs. The few that are customizable revert back to the default occasionally and we have to try to reach customer service to get it reprogrammed.
  • Sage
From the Accounting side (GL accounts), it was relatively easy.
Ceridian is a superior product. They seem more expensive at first than ADP but the amount of time spent with customer service when they could help is time wasted.

TMS timekeeping was more user friendly and could be customized. ADP timecards are laid out poorly and require too many steps to make adjustments. Inefficient.

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

No

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

I would rate ADP Workforce Now overall support a zero. After the product is sold and implemented, the customer service model falls short of industry standard. Over a 100 calls/emails to resolve ongoing issues or new ones. Too many inefficiencies created by this sofware.

If you have basic needs and your payroll is simple, this system may work.

They use basic programmers. [In my experience], unfortunately, any programming done for individual accounts changes when they update the system. You have to hope that you discover this before an employee does and try to resolve it.

Customer Service Model [I encountered] is horrific. Too many reps don't know the answers. The ones that do are overworked and don't get back to you for weeks and weeks once the issue is escalated through a ticket system.

ADP Workforce Now Feature Ratings

6.0
Employee demographic data
8
Employment history
5
Workflow for transfers, promotions, pay raises, etc.
6
Organizational charting
4
Organization and location management
8
Compliance data (COBRA, OSHA, etc.)
5
7.0
Pay calculation
3
Off-cycle/On-Demand payment
9
Direct deposit files
9
Salary revision and increment management
7
Reimbursement management
7
3.5
Approval workflow
2
Balance details
5
Annual carry-forward and encashment
Not Rated
7.7
View and generate pay and benefit information
8
Update personal information
7
View company policy documentation
8
Employee recognition
Not Rated
Asset Management ()
Not Rated
5.5
Report builder
6
Pre-built reports
5
Ability to combine HR data with external data
Not Rated
Integration with other HR capabilities ()
Not Rated
7.4
Performance plans
6
Performance improvement plans
4
Review status tracking
7
Review reminders
10
Multiple review frequency
10
Succession Planning ()
Not Rated
Onboarding ()
Not Rated
8.0
Corporate goal setting
9
Individual goal setting
9
Line-of sight-visibility
7
Performance tracking
7
Recruiting / ATS ()
Not Rated

ADP Workforce Now Support

ProsCons
Problems get solved
Slow Resolution
Poor followup
Less knowledgeable
Not kept informed
Escalation required
Need to explain problems multiple times
Support doesn't seem to care
Didn't know it was an option.
Yes - No it has never been resolved. The system is finicky. Sometimes the functions work, sometimes they don't.

Sometimes the customer service reps talk you through a fix and don't test the changes and we realized their fix didn't work. Or they walk you through incorrectly and you end up overpaying someone who was terminated and can't recover the funds.
I am sure that there was a couple of examples of exceptional support but based on at least 100 communications with them over the last two year, at least 75% were handled poorly, incorrectly or not at all.