New-ish to Dayforce

Ceridian Dayforce is a refreshing platform for payroll processing when compared to its counterparts because it is very user-friendly and intuitive, offers on-demand payroll calculation (no more waiting 30 minutes for a preview!), and has the ability to run payrolls concurrently. It is also highly customizable via system configuration that can be done on the user-end. Our biggest pain point with the platform is the lack of training provided for the aforementioned configuration. That part of the system is not as intuitive as the end-user experience and the support from Dayforce is just not there. For every issue a service ticket must be opened, which is fine, but it takes 1-2 days for someone to be assigned to said ticket regardless of the urgency.

Despite our frustration with their support, the system itself functions better than others that we've used in the past. The automation of many processes that were previously manual (FLSA adjustments, retro adjustments, tax coding) is also a huge timesaver.

There is no dedicated representative for support - a support ticket must be opened through their support portal and is randomly assigned to a representative to assist. Many times they are overseas or in different timezones and meetings/phone calls must be scheduled according to their timezone instead of the customer's. Issues have to be explained multiple times to multiple representatives - not sure if they do not keep notes on file, but it certainly doesn't seem that way. High priority issues do get answered fairly quickly, but it can take weeks and months to get other issues resolved.