Paychex - Need to be more focused on the customer experience and fix the General Ledger reporting group
June 08, 2021
Paychex - Need to be more focused on the customer experience and fix the General Ledger reporting group
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Paychex Flex
We use Paychex Flex across our whole organization. It is used primarily to assure accurate and timely payroll tax reporting.
- Accurate payroll tax reporting and remittance (tax pay).
- We have been with the same payroll specialist for 7+ years and she is very good.
- The ad hoc online reporting is helpful once you know what to look for. The custom reporting feature is helpful.
- Paychex seeks to offer you a number of related products - from time reporting to 401k, etc. I'd prefer they focus on better execution of their core business.
- Paychex has many silos in their operations and the silos do not communicate or work well together. A prime example is the General Ledger group. At one time 5+ years ago, I had a dedicated General Ledger specialist assigned to my account. That was great. Paychex now has a queue for General Ledger and you call in and get the next available agent. Hold times are crazy long. Then when you get a GL specialist, the know noting about your account or business. So every time you call, it is highly inefficient for the customer to get the GL specialist up to speed on your account. Also, the general ledger staff by and large understand the Paychex system, but have almost no understanding of basic accounting. The GL user is most always seeking to use GL services to facilitate an accounting entry. So it is frustrating the GL has no real understanding of basic accounting.
- The Paychex systems are older legacy systems. They are frequently anomalies that occur and are explained as issues with the system. Some upgrades are being done, but more is needed. And recently, the "upgrade" took some featured of reporting and made prior reports that the user could add to a favorites list of reports unavailable. So now each pay period I get a series of reports in my favorites list, but I have to do a specific search to get one report that was impacted by the upgrade. Perhaps the system works better on the backside that I don't see, but the upgrade was not user friendly and makes the customer do more work not less work. So all in, I see Paychex as more focused on their system needs and far less focused on the user experience. So, I'd like to see them be more focused on the customer experience.
- The staff at Paychex are good, but they are always slammed. It seems to me that the payroll specialists are overloaded with a high volume of clients, and that makes timely responses and help on non-routine work an issue. I wish the specialists we not as highly leveraged.
- Payroll tax management (reporting and remittance) efficiency.
We evaluated an early time clock offering but the integration to flex was poor and it did not work well when employees worked in multiple tax jurisdictions in the same pay period. Paychex over sold and under delivered, so after the initial set up and test, we elected not to implement.
Do you think Paychex Flex delivers good value for the price?
Not sure
Are you happy with Paychex Flex's feature set?
Yes
Did Paychex Flex live up to sales and marketing promises?
Yes
Did implementation of Paychex Flex go as expected?
Yes
Would you buy Paychex Flex again?
Yes