A Solid Payroll Solution, but Lacking Support
August 20, 2021

A Solid Payroll Solution, but Lacking Support

Brandon Scivolette | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Modules Used

  • Scheduling
  • Time & Attendance
  • Payroll & Tax Software
  • Reporting & Analytics

Overall Satisfaction with Paycor

We use Paycor across our entire organization for payroll, time and attendance, and employee scheduling. Paycor essentially allows us to manage our hourly employees.

Pros

  • Payroll automation.
  • Punch clock.
  • Employee self service.

Cons

  • Reporting.
  • Scheduling.
  • Customer support.

Do you think Paycor delivers good value for the price?

Yes

Are you happy with Paycor's feature set?

Yes

Did Paycor live up to sales and marketing promises?

Yes

Did implementation of Paycor go as expected?

Yes

Would you buy Paycor again?

No

  • Improved UI and navigation (from previous provider).
  • Improved usability for employees.
Our HR and/or payroll team has not had any measurable time savings. - Frankly, I don't think Paycor realized any benefits or savings when compared to our previous payroll provider. I think they oversold the functionality and ease of use of their application and, in the end, it wasn't much different than the previous.

Chances are we could have had a better experience with Paycor but their support is practically non-existent. Once we completed the initial onboarding and set up it became impossible to get support.
It's fairly easy to navigate but many of the settings and modules are segmented/separated. It can be difficult to find some of the most basic information, such as employee pay rate, as they have many different navigation tabs and it's not clear where the information you want can be found.
We moved to Paycor from onemint. onemint was very difficult to navigate, and that is one realized gain of switching to Paycor. Navigation aside, I believe that both applications are equal in terms of what they can provide and cost.
Our employees are hourly, not salary, and their weekly schedule changes from time to time. While Paycor offers a scheduling module I don't think it's built to handle schedules that change often. Otherwise, when it comes to payroll and time management (e.g. punch clock) the application does fairly well.

Paycor Feature Ratings

Payroll Management
7.7
Pay calculation
8
Off-cycle/On-Demand payment
Not Rated
Benefit plan administration
Not Rated
Direct deposit files
10
Salary revision and increment management
5

Paycor Support

Approximately 70% of my requests never get answered. Those that do typically pertain to tax filing mistakes by Paycor (e.g. they overpaid or underpaid a state or federal tax and I notify them of a letter received, they did not file a return on time, etc.). In these cases I have had support take up to 5 months to respond.
ProsCons
None
Slow Resolution
Poor followup
Problems left unsolved
Difficult to get immediate help
Support doesn't seem to care
Slow Initial Response
I am not sure if additional support plans are even an option. But, if they were, I wouldn't pay for them. A company has a duty to support its users, notably paid users. In the case of Paycor, support is often needed due to their expertise in payroll, and that support should be provided as inclusive of the fees we pay.
Yes - No. They never responded.

Comments

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