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Superior product, subpar customer service.
May 31, 2023

Superior product, subpar customer service.

Marie Kuhn | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with ADP Workforce Now

We use ADP for our complete HRIS system, from job postings to onboarding, payroll, time and attendance, performance management, and even learning management. ADP has more capabilities than most other options. It is very broad in coverage for anything HR related.
  • Payroll Processing.
  • Job Postings/Onboarding.
  • Performance Management.
  • Customer Service.
  • Service Connect.
  • Service Requests.
  • Telephone Assistance.
  • We have been able to consolidate using different platforms into just using ADP.
This is out of my area.
  • Learning Management.
  • I9s
  • Performance Management.
There are a lot of setups involved, but being able to integrate all the processes directly into ADP has saved us a ton of time and money.
The ability to use one system for so many different things is really top-notch!

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

Yes

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?

I wasn't involved with the implementation phase

Would you buy ADP Workforce Now again?

Yes

We are on our third account manager, and they have each gotten worse. Getting telephone support is almost impossible. Service requests are not answered appropriately or timely. Customer service is the only thing lacking with ADP, but it is lacking 100%.
ADP is an amazing HRIS platform that is capable of so many different
things. Every module we use is awesome. The downfall is customer
service. Getting accurate answers to questions, and sometimes even
getting any answers, is very difficult. There is so much information at
your fingertips when it comes to learning, which is amazing. But
troubleshooting and issues on the backend are disappointing because of
the lack of assistance.

ADP Workforce Now Feature Ratings

9.1
Employee demographic data
10
Employment history
9
Job profiles and administration
10
Workflow for transfers, promotions, pay raises, etc.
7
Organizational charting
10
Organization and location management
9
Compliance data (COBRA, OSHA, etc.)
9
9.0
Pay calculation
9
Support for external payroll vendors
Not Rated
Off-cycle/On-Demand payment
10
Benefit plan administration
Not Rated
Direct deposit files
10
Salary revision and increment management
7
Reimbursement management
Not Rated
5.0
Approval workflow
Not Rated
Balance details
5
Annual carry-forward and encashment
Not Rated
7.7
View and generate pay and benefit information
3
Update personal information
10
View company policy documentation
10
Employee recognition
Not Rated
Asset Management ()
Not Rated
10.0
Report builder
10
Pre-built reports
10
Ability to combine HR data with external data
Not Rated
Integration with other HR capabilities ()
Not Rated
10.0
Performance plans
10
Performance improvement plans
Not Rated
Review status tracking
10
Review reminders
10
Multiple review frequency
10
Succession Planning ()
Not Rated
9.0
New hire portal
9
Manager tracking tools
9
10.0
Corporate goal setting
Not Rated
Individual goal setting
Not Rated
Line-of sight-visibility
Not Rated
Performance tracking
10
6.8
Job Requisition Management
10
Company Website Posting
10
Publish to Social Media
Not Rated
Job Search Site Posting
4
Applicant Tracking
1
Notifications and Alerts
9