Many unresolved issues, especially in U.S. Territories.
Updated April 16, 2021
Many unresolved issues, especially in U.S. Territories.
Score 1 out of 10
Overall Satisfaction with Paycom
We use Paycom across the whole organization. We use it to track time-cards and hours for hourly and salaried employees, to track time-off requests and approval for hourly and salaried employees, and it helps to make sure every employee gets paid the correct amounts on time. We also use Paycom for recruiting and candidate tracking.
- Centralized web-based application; can be used from anywhere
- Seamless interface between the web portal and mobile access
- Implementation was a nightmare
- If you have employees in Puerto Rico or the U.S. Virgin Islands, run away from Paycom
- Lack of communication from within the organization
- Tax team is not customer facing, so information got lost in the several steps they have
- takes more time to work on the time cards to make sure employees in Puerto Rico are paid correctly
- It has increase our administrative costs since it takes much more time that ADP to get time cards corrected and approved.
At least ADP Workforce Now was a good system; their problem was customer service. With Paycom I suspect if you have U.S. mainland employees, they work OK. The issues start to pile up when you add U.S. territories like Puerto Rico and the U.S. Virgin Islands. I would return to ADP if I could in the blink of an eye. In my experience with Paycom, I can't stack them against ADP Workforce Now. Under my experience Paycom not even reach the basics ADP did.
I will definitely not recommend Paycom to a colleague. We spent over 10 months on the implementation and they moved us from implementation to production without even telling us. One day we had an implementation contact, the next we have a permanent contact that wasn't even aware of all the pending issues we had with Paycom from the implementation phase. After several discussions with people all over the organization and having to repeat ourselves several times, we still have pending issues. The salespeople were always overpromising while the implementation team keep underachieving. And most of the items the salespeople mention are included during the sale, but they aren't implemented without an additional charge. One of the worst experiences in my professional career.
Paycom Feature Ratings
Support and Self-Service
No, we didn't go down that route with them. They have messed up our federal and state fillings more than once now. We have had so many issues in other modules that it doesn't even make sense to add to our problems. It has been a disappointing experience and we won't add to that.
We had so many issues that we decided we will be switching providers again. For many of the issues we were having I had to demand speaking to leads, supervisors and managers. After explaining myself and the situation to them several times we finally got to work with Brandy Farmer and many of the issues we had on the late and wrong fillings are being corrected as i write this down. She was great and have been able to resolve many of the issues but I don't think that a customer needs to go to this length to get simple issues resolved.
The only good thing about Paycom is that the web access and the mobile access interfaces look exactly the same and that employees for the most part can access, set, update, and change their information and settings on their own. They can also do that with their direct deposit information and federal and state tax forms.
219 - All the end user employees, all the managers and time approvers, complete HR team and recruiting, the finance team. From A to Z the platform is used by everyone to log in hours, request time off, approve time cards, approve time off requests, new hire and onboarding processes and payroll processing.
15 - The Director of HR, the company recruiter, the company president, the Accounting Manager the Payroll Specialist and his back up, all the managers, supervisors and time approvers, in other words everyone who had a role to make sure the modules were going to meet our expectations with the new system.
- there is none
- we have decided to move away from Paycom
- Never had issues with fillings at ADP but with Paycom is a never ending story.
- The implementation experience was so bad we haven't even try further.
- We have decided to stop using Paycom as a provider.
The initial experience with Paycom was so bad that we decided we won't be renewing anything with them and will be terminating our business relationship mid year. Issues with the implementation, the support we receive from the implementation team and the production team has been just awful and it just doesn't meet our expectations nor what we were pitched during the sales meetings.
Evaluating Paycom and Competitors
Yes - We replaced ADP, Work Force Now with Paycom because even do ADP workforce now is a good product ADP was lacking on the Customer Service side, when you have to harass the sales team to buy products from them something is wrong. They outsourced the customer service team to Philippines and we got to a point that when you call them you knew more then the person on the other side of the phone, and their troubleshooting felt scripted literally going step by step. It is an awesome product and when it is working tuned in it is awesome but whenever there was an issue it was hard to get it resolved. Little did we knew with Paycom it was going to be worse.
- Product Reputation
All in all it was the great sales pitch we had from Paycom. The problem is that they over promised and under delivered. As soon as we started the implementation all the expectations began to crumble, we started asking the question of but you guys can do that, at least we were told that during the sales pitch, and their response became repetitive, oh yeah we can but at an extra fee. Then the real issues arise when we started having issues with basic labor regulations for employees under the Puerto Rico jurisdiction and their local labor regulations.
If I had to do it all over again the first thing I will do is asked for a demo that included mainland employees and employees on the US Virgin Islands and Puerto Rico to see how the company time and attendance comply with local labor laws and regulations. After this bad experience we only allowed for products presentations where all the modules were in house and that they serviced employees on the US Territories of USVI and PR.
Not at all satisfied it was a nightmare we spent over 8 months with the implementation team having issues after issues all related to the Puerto Rico regulations (half my employees are in Puerto Rico) and at the end we were moved over from the implementation team to the production team without all the issues being resolved.
Yes - We did the implementation of the time and attendance, time off, payroll, tax fillings first. After we started running payrolls even do we were having issues with the time cards related to Puerto Rico that was when we started the HR, recruiting phases. I think it made sense to divide it in phases.
Change management was minimal - There was little to no change management required. Organization management just needed to learn the new systems and processes, and it was learned in a timely manner. Managers did their trainings and completed their tasks without any issues nor complications. Most of the changes with Paycom were things managers were expecting.
I would give them initially an F, when you are getting support and you have to start to ask for leads, supervisors and managers you know there will be problems. that is exactly what we got. The worst part is when you are having issues like late fillings, mistakes on fillings and you get an e-mail sent to you in response by mistake from another client of Paycom and you realized they are having the same issues as you.
Problems left unsolved
Not kept informed
Difficult to get immediate help
Need to explain problems multiple times
Slow Initial Response
It wasn't even suggested to us, I guess it would have raised concern that you need to purchase premium support to get your issues resolved, that is just a dumb sale option. If you come over and present me with a product and then offer me premium support that will make me not purchase your product.
The product is pretty easy to use, and easy to teach others how to use. Our issues with Paycom are more on the support side, the issue about sales team overpromising and then implementation and support underdelivering. Simple things like state fillings being late and start to accumulate late fees, interests and surcharges just make it worse.
Easy to use
Technical support not required
Quick to learn
Feel confident using
- having to correct hours on a time card manually to comply with PR local regulations and adjusting those hours directly on the payroll.
Yes - I think is the only plus for this system having a mobile interface that acts and looks like the desktop version. Supervisors and managers can perform time and attendance, time off and expense approvals tasks from their own phones with the option of managers on the go. The system limitations are on the system itself not on the platform you use to access it.