Epicor HCM, not for customer support
November 10, 2019

Epicor HCM, not for customer support

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

Overall Satisfaction with Epicor HCM

We use multiple modules of Epicor HCM such as core HRIS, performance, benefits, applicant tracking. The system is used by the whole organization through employee self-service (ESS) and manager self-service (MSS). Epicor HCM offers a lot of possibilities. Currently, it allows employees to see their own records, make changes to their personal information like address and direct deposit, see their performance reviews, apply internally for open positions and requests time off. The managers are using the system for approving time-off and making changes to employees' data. HR is the admin of the system and we're using it for performance, applicant tracking, reporting, leave of absence tracking.

Pros

  • Lots of room for configuration
  • The system is flexible and can be configured as needed
  • Have nice reporting capability

Cons

  • Epicor customer support is absolutely terrible. Unable to respect their committed delivery date.
  • The overall interface is very dated and not intuitive.
  • Alerts are limited
  • In terms of ROI, we can say that Epicor HCM is meeting the needs but is really not perfect.
I was not involved in the Epicor HCM selection. I cannot provide feedback on this topic.
The customer support is terrible. When we open cases, it takes weeks to get the development team to have the first look at the case. If development is required, their team commits on a delivery date and up to now—those dates were never respected. They don't do any follow up. Customer service is very bad. When we request an update on the development progress, nobody answers!

Do you think Epicor HCM (discontinued) delivers good value for the price?

Not sure

Are you happy with Epicor HCM (discontinued)'s feature set?

Yes

Did Epicor HCM (discontinued) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Epicor HCM (discontinued) go as expected?

I wasn't involved with the implementation phase

Would you buy Epicor HCM (discontinued) again?

No

I would not recommend Epicor HCM principally because the customer support is terrible. When we open a case, it takes weeks to get development teams to have the first look at the case. If development is required, their team commits on an delivery date and up to now, that date was never respected. They don't do any follow up. Customer service is very bad.

Epicor HCM (discontinued) Feature Ratings

4.3
Employee demographic data
5
Employment history
6
Job profiles and administration
5
Workflow for transfers, promotions, pay raises, etc.
4
Organizational charting
2
Organization and location management
4
Payroll Management ()
Not Rated
6.0
Approval workflow
6
Balance details
6
7.4
View and generate pay and benefit information
7
Update personal information
8
View job history
7
View company policy documentation
8
Employee recognition
7
Asset Management ()
Not Rated
6.7
Report builder
7
Pre-built reports
7
Ability to combine HR data with external data
6
Integration with other HR capabilities ()
Not Rated
5.8
Performance plans
6
Performance improvement plans
6
Review status tracking
6
Review reminders
6
Multiple review frequency
5
Succession Planning ()
Not Rated
6.5
New hire portal
7
Manager tracking tools
6
6.0
Corporate goal setting
6
Individual goal setting
6
Line-of sight-visibility
6
Performance tracking
6
5.3
Job Requisition Management
6
Company Website Posting
5
Job Search Site Posting
5
Duplicate Candidate Prevention
5
Applicant Tracking
6
Notifications and Alerts
5

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