Comprehensive Payroll and HR Solution with Strong Compliance but Challenged by Usability and Support
October 22, 2025

Comprehensive Payroll and HR Solution with Strong Compliance but Challenged by Usability and Support

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

Overall Satisfaction with Paychex

Our organization uses Paychex to manage payroll, HR, benefits administration, and timekeeping. It serves as our primary system for processing employee pay, tracking hours worked, handling tax filings, and maintaining compliance with federal and state regulations. Our employees also use it for self-service, allowing staff to access pay stubs, W-2s, and benefits information directly through the portal.

Pros

  • Fantastic at processing payroll with minimal steps and issues and itegrates time-tracking data.
  • Able to procces garnishments and other type of payment needs.
  • Assists in easily onboarding new hires and storing documentation e tax forms, company policy acknowledgments, and direct deposit setup.
  • The benefits administration allows us to easily administer health plans, 401k deferrals, and life insurance.

Cons

  • Issues with unresponsive customer service. Frequent long wait times and we have difficulty reaching knowledgeable representatives
  • We have had issues with unexpected fees, unauthorized charges, and difficulties when canceling services.
  • We have experienced challenges getting technical issues resolved in a timely manner.
  • Reduced HR and payroll administrative time by shortening the hiring life-cycle by 26% for our organization
  • Reduced costly errors with automated tax filings, real-time regulatory updates, and compliance monitoring.
  • Empowers our employees to manage their benefits, pay, and personal information from any device, reducing HR inquiries.
  • Has improved our compliance and reduced penalities.
Positively - It us allowed us to anticipate workforce changes and mitigate turnover risks.Improved compensation and diversity management through comparative market data. We are bale to monitor payroll, benefits, and HR metrics with automated, customizable reports.
As mentioned previously there is frustration with long wait times, getting transferred multiple times, and lack of knowledgeable or helpful representatives, which leads to unresolved issues and repeated contacts for the same problems. We were advised they are working on improving this.
Paychex has been around for a long time and have used it at other organizations. The payroll functionality is the best out of the other systems I have used. They all are great with handling the HR needs of our organization but Paychex is the most streamlined.

Do you think Paychex delivers good value for the price?

Yes

Are you happy with Paychex's feature set?

Yes

Did Paychex live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Paychex go as expected?

I wasn't involved with the implementation phase

Would you buy Paychex again?

Yes

Employees can easily access pay stubs online and manage tehir direct deposits, and viewing tax forms through the online portal and mobile app.Payroll management functions such as time tracking, PTO scheduling, and paycheck management have streamlined out payroll. It was easy for our team to learn and use the system with minium training.
Paychex has been well suited for our organization based on our payroll and onboarding needs. it makes streamlining the new hire process simple and takes away from pushing papers. There have been some issues with customer service in receiving the support needed which has been frustrating. However, it is not a deal breaker for our organization. We were told they are working to resolve some of the customer support issues and are hopeful it will turn around as we are very happy the system functionalities in whole.

Paychex Feature Ratings

9.5
Employee demographic data
10
Employment history
10
Job profiles and administration
8
Workflow for transfers, promotions, pay raises, etc.
10
Organization and location management
Not Rated
Compliance data (COBRA, OSHA, etc.)
Not Rated
8.7
Pay calculation
8
Off-cycle/On-Demand payment
8
Benefit plan administration
10
Direct deposit files
8
Salary revision and increment management
10
Reimbursement management
8
8.0
Approval workflow
8
Balance details
8
Annual carry-forward and encashment
Not Rated
10.0
View and generate pay and benefit information
10
Update personal information
10
View job history
10
View company policy documentation
10
Not Rated
Tracking of all physical assets
Not Rated
8.0
Report builder
10
Pre-built reports
7
Ability to combine HR data with external data
7
Integration with other HR capabilities ()
Not Rated
Performance Management ()
Not Rated
Succession Planning ()
Not Rated
10.0
New hire portal
10
Manager tracking tools
10
Performance and Goals ()
Not Rated
Not Rated
Job Requisition Management
Not Rated
Company Website Posting
Not Rated
Publish to Social Media
Not Rated
Job Search Site Posting
Not Rated
Duplicate Candidate Prevention
Not Rated
Applicant Tracking
Not Rated
Notifications and Alerts
Not Rated

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