My only complaint is Customer Service
December 02, 2021

My only complaint is Customer Service

Angela Hayes | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with OneSource Virtual

Centurion Pipeline currently utilizes OneSource Virtual for Payroll, Payroll Taxes, and Cobra Services. We currently do Net Pay Processing with our Payroll. Our taxes are fully processed and maintained by OneSource Virtual as well as Cobra Services. I am responsible for managing beginning to end processes for all three services, which includes all case communication.
  • The Payroll department is very helpful. [...] [They] practically held my hand [during ]our very first year dealing with [OneSource Virtual]. Workday was new to me and I was not used to the processes. She really helped me understand the entire process from beginning to end.
  • [OneSource Virtual] can definitely improve with Customer Service. The cases and the [number] of e-mails received for just one case can be very overwhelming.
  • [OneSource Virtual] Tax Services can definitely start calling the customer vs responding via a case. Sometimes as a customer I may have a question that I do not fully understand. Instead of providing short answers and going back and forth via the case, picking up the phone to discuss an element a lot of misunderstandings.

Do you think OneSource Virtual delivers good value for the price?


Are you happy with OneSource Virtual's feature set?


Did OneSource Virtual live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of OneSource Virtual go as expected?


Would you buy OneSource Virtual again?


  • [OneSource Virtual] has saved a lot of time in some ways.
I was not involved in the selection of [OneSource Virtual]. I do know other Companies are better at communication and response time.
Pretty Good.
Yes. By managing our Tax services, saves a lot of time.
Feedback and response time. As well as lack of direct communication
Overall [OneSource Virtual] is a fairly good company, however as I stated earlier, picking up the phone when a customer does not fully understand something can help resolve some things much faster. Responding via case is not always the solution.