TrustRadius
HotSchedules - The disaster
https://www.trustradius.com/restaurant-managementHotSchedulesUnspecified7.8221101
Christopher Ticen profile photo
December 13, 2017

HotSchedules - The disaster

Score 1 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with HotSchedules

We use it across our entire organization for user management and time tracking; or we would if the time tracking feature worked. We are using it to make our schedules but still have to use our old time tracking system due to errors from hotschedules.
  • They have 24 hour support which is nice, but the reps are not trained on all the "new" features.
  • Their upper-management is not afraid to get involved and help resolve issues, which we have taken advantage of multiple times.
  • The user interface is clean and fairly easy to use.
  • The inability to share employees from site to site is really disappointing.
  • Their support reps are not aware or trained on the "new" features that are developed for customers.
  • Their database engineers seem reluctant to provide assistance correcting issues their product caused.
ProsCons
Support cares about my success
Quick Initial Response
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
We have not seen any results from this yet as we can not yet use hotschedules for time tracking due to issues with their "share employee" feature.
The UI is far better than our previous we selected hotschedules because they stated it could do everything we needed but we were sorely mislead as when the time came to switch we found that it could not meet the needs we clearly outlined.
So far hotschedules has increased the time it takes to build our schedules, makes it impossible to request PTO, however it has increased communication as now our stores have to call each other to confirm that employees can be borrowed and can cover shifts and they constantly have to call the support team to try to get active employees reactivated due to hotschedules randomly terminating them.
HotSchedules would be well suited to a small company with only one location or a company where employees do not float between stores.