Item: ADP Workforce Now
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We use [ADP] Workforce Now as our HRIS, Time & Attendance, and Payroll provider. It is used mainly by HR practitioners, but supervisors and managers do have time off and timecard responsibilities. We are just starting to utilize it to roll out policies and procedures.

Pros and Cons

All information is in one place: HRIS, Time & Attendance, Payroll
There are multiple modules and add-ons to work out the various needs

[In my opinion,] customer service has been severely lacking. [I feel that] ever since it got moved to FL, the quality of the account managers has gone downhill. [In my experience, the] time to resolve issues takes an extremely long time, and there have to be multiple parties involved, and usually, the issue does not resolve itself timely.
ADP could ask for more feedback from its users. [In my experience,] whenever I have an issue and point something out, the representative I'm speaking with doesn't do anything about it. I've submitted multiple ideas using product feedback, and I hear nothing back ever. Focus groups or one-on-one sessions with a screen share would be helpful if we could speak with a developer following said idea submissions.
We have an assigned representative for [ADP] Workforce Now, but when we call in for Time & Attendance, we get whoever. It would be helpful if we had one designated person for Time & Attendance as well.

Return on Investment

ADP [Workforce Now] is expensive and getting to the point where it's not worth the hassles, but I assume it is easier than having to process checks from our internal accounting department.
ADP [Workforce Now] has helped slightly with self-service, but when it doesn't work as planned, and you can't see how it looks to the end-user, it makes it difficult to find out if it's all it's cracked up to be.

Scalability

Most of the uses are primarily for HR/Payroll practitioners. I find that it could be simpler for supervisors, but setting up the levels of access as to whom can do what is exhausting, and as I mentioned previously, if you can't see what the end-user can see, it makes it very difficult to see what they can/can't do.

Systems Integrated With

None.

We have not integrated anything with ADP [Workforce Now].

Alternatives Considered

Paychex Flex

ADP [Workforce Now] is definitely much better than these two products. It is more user-friendly and has many more features; however, they are significantly more cost-effective, which is why they were used. ADP has the monopoly.

Key Insights

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

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?

Yes

Would you buy ADP Workforce Now again?

Yes

Support Rating

[I feel that] support has definitely gone downhill in the past few years. Our account reps change frequently. Ever since they all were relocated to FL, things have seemed to go downhill. [In my experience,] Service Connect has too many bugs, and it is frustrating when there is no response from account managers. Half the time, no notifications are received regarding the ticket status. Ticket owners will close tickets before they are resolved, and [in my experience] there is no way to reopen or request [them] to be reopened. [I feel it is] very cumbersome and disappointing.

Other Software Used

Adobe Acrobat Reader DC, Microsoft Excel

Likelihood to Recommend

Overall, I think that this is one of the easiest platforms that I have used in my HR career; however, whenever new features have been added, [in my experience,] it screws up some of the old stuff and tends to make things way more complicated. ADP does a better job of sticking to Payroll/Time/HR functions rather than the extra add ons. Benefit support could be improved as there's no dedicated representative. We do not use any additional add ons, but it seems like ADP has one for everything and charges an arm and a leg for said services.

ADP Workforce Now: great, but not as great as the cost implies

Overall Satisfaction with ADP Workforce Now