Support needed
March 08, 2018

Support needed

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

Overall Satisfaction with Ascentis HR

Support support support.

Every software provider says that they have outstanding support. Unfortunately, the customer doesn't really know if they do until the product is purchased. Then it is too late.

Ascentis is used by all 3 of our companies. It is used by both employees and managers. It has been helpful for managers to document events and conversations with their employees. The employees have come to rely on it for all of their benefits information.

Pros

  • Easy for the employees to use. They can access information at any time.
  • Easy for managers to keep documents and conversations recorded

Cons

  • HR support is truly lacking. An email or phone call goes into a black hole. This has been my complaint about the product the entire time I have used it. It can be days to a week before I receive a response by email. If I call, I always have to leave a message. I may get a return phone call, if I miss it, the process starts all over. They do not seem to believe in a dedicated support staff for the customer. Oddly enough, they do have dedicated support staff for the payroll product.
  • This program needs some visual updating. It is capable of the same tasks or procedures as other HRIS systems, the current screens appear outdated and clunky. Not as "visually pleasing" as some other systems.
  • The bolt on systems do not communicate well with each other. Recruiting notes do not flow into HR if the applicant is hired. The attachments do, but not the notes. The HT system has a approval process for notes and documents, but any notes made during this process disappear. Why have a place to enter them if they are immediately lost after approval.
  • Need access to all items about an employee from one screen. Can limit access depending on job title.
  • Employees are better informed on their benefits and worth to the company, which has helped with retention.

Ascentis was in place when I was hired, but not set up completely or functioning completely.

We are in the transportation industry, and Ascentis does not have much experience in this industry. The support during the set up was good, but the dedicated support went away after set up was completed. Until recently, this product showed no improvements or enhancements. Now they are trying to catch up.

[Ascentis should spend] money on staffing the support team with knowledgeable employees. The support department has seemed short-handed for 3 years. I sent an urgent request for a phone call 2 days ago. I still have not heard from anyone.

Only when the comment or complaint reached the top of the department. I should not have to go to the boss everytime I need help.

Seems to keep track of a lot of data, but can not access that data again. Limited and clunky reporting process. Notes made in one area (recruiting, compensation notes) are not retained for future reference.

Again support is very poor.

Ascentis (discontinued) Feature Ratings

Employee demographic data
7
Employment history
6
Job profiles and administration
4
Workflow for transfers, promotions, pay raises, etc.
2
Organizational charting
2
Organization and location management
3
Compliance data (COBRA, OSHA, etc.)
1
Pay calculation
3
Benefit plan administration
7
Direct deposit files
6
Salary revision and increment management
6
Reimbursement management
4
Approval workflow
8
Balance details
8
Annual carry-forward and encashment
7
View and generate pay and benefit information
8
Update personal information
8
View job history
8
View company policy documentation
8
Employee recognition
3
Tracking of all physical assets
4
Report builder
3
Pre-built reports
2
Ability to combine HR data with external data
2
New hire portal
5
Manager tracking tools
5
Job Requisition Management
5
Company Website Posting
5
Publish to Social Media
3
Job Search Site Posting
5
Duplicate Candidate Prevention
6
Applicant Tracking
6
Notifications and Alerts
6

Ascentis HR Support

ProsCons
Good followup
Slow Resolution
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response

Comments

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