Item: Paycor
Rating: 1
Author: Ashlee Slaughter

Overall Satisfaction with Paycor

Use Cases and Deployment Scope

We utilize Paycor as a full HRIS suite for onboarding, time and attendance, payroll, employee management, benefits administration, and reporting. I use Paycor daily in my role where I develop and maintain our Admin P&P and training as well as manage and train our office managers at our locations. Paycor payroll is pretty good. But, in my opinion, many of the products cannot be customized to our needs (such as being able to make some fields required as part of onboarding). From this experience, we also feel like we are having a lot of headaches as some settings have to be changed per client ID/entity. This means if we decide to update a setting (or if Paycor adds a new setting that has to be configured in order for the platform to work correctly), we have to dedicate a resource to make this change in 20+ client IDs. In our experience, we have also had a terrible time with our onboarding with Paycor and many of our original setup was done incorrectly. We have requested many times for Paycor to do an audit of all of our settings to make sure they are the same across all client IDs and they have not been able to dedicate this resource for us.

Pros and Cons

Pros

Payroll features

Cons

Ability to customize
Ease of updating settings
Support

Key Insights

Do you think Paycor delivers good value for the price?

Are you happy with Paycor's feature set?

Did Paycor live up to sales and marketing promises?

Did implementation of Paycor go as expected?

Would you buy Paycor again?

Return on Investment

It saves money as it is less expensive than other HRIS systems.
In my opinion, it wastes the time of corporate and HR teams.
Because of our experience, I believe users do not trust Paycor or support to assist them.

Time Savings with Paycor

Our HR and/or payroll team is spending more time than we did previously due to Paycor. - In my opinion, our HR team has to do much more reviewing and rechecking of users' data as we cannot make certain fields required as part of onboarding. I feel like the new timecard has cost all users time as it regularly freezes and has to be refreshed during use. I believe we also spend much more time following up with support and tracking our open tickets as we do not have a dedicated specialist as we did with our previous provider.

Usability

In my opinion, the system does not work all the time. In my experience, some pages have to be refreshed because the buttons have disappeared. I feel like many settings/setups require many steps that have to be completed in different areas or on different pages. When you submit an idea to the enhancement requests, I feel like they are regularly closed with no info only stating that they are not currently working on that idea.

Alternatives Considered

Paycom

Paycor is much less expensive. But, in my opinion, Paycom had dedicated specialists that work with the client on all issues and updates. That was HUGE. I feel like I never knew how much we took that for granted. Now, I feel like we sit on hold and I believe we have to constantly follow up with support to get resolutions. Also, in our experience, having support staff segregated into departments (HR, T&A, and Payroll) means that sometimes you have to speak to multiple support agents to get one issue resolved. I believe our average ticket time is 2-3 weeks with some tickets open for several months. Whereas with Paycom, it felt like all tickets were resolved within a week. Paycom offers all the same modules that we use with Paycor. The only thing I prefer with Paycor is that you can view the employee profile from the payroll paygrid.

Other Software Used

Paycom, Greenhouse, Relias Learning Management System, OnShift

Likelihood to Recommend

In my opinion, support at Paycor is embarrassingly bad. Several times in my experience, I have called support and been passed back and forth between payroll and time and attendance support while they try to decide which department can help. In my opinion, tickets feel like they are regularly open for several months with very little movement or communication. In our experience, we have to have weekly calls with our CSM to get updates on tickets and push tickets to completion. I believe in situations like this, the client has to drive all communication with support. I believe most support staff just direct you back to the support center even if you have already reviewed it instead of assisting with the issue. I believe it is also very difficult to customize user access. After spending a lot of time customizing our access, we, now, in our experience, have support sometimes update the user access without the approval of an admin. When we push Paycor on this issue, I believe they said it was a one-off issue with a support agent who no longer works there. However, this has occurred 3 times in less than a year during our experience with them.

Paycor Feature Ratings

Paycor Support

Support Rating

I feel like support will transfer you back and forth between departments and put you on hold forever. I believe it is very difficult to see the status of an open ticket. During my experience, it feels like the client has to push all communication and request updates from support regularly.

Paycor Customer Support Pros and Cons

Pros	Cons
None	Slow Resolution Poor followup Less knowledgeable Problems left unsolved Not kept informed Escalation required Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care Slow Initial Response

Premium Support

We are working on getting to try it out for free for a few months to see if it will help. In my experience, this process has taken months. However, we are hopeful that this will help and if it does and the cost seems reasonable, we will likely continue with it.

Bug Resolution

Yes - I believe it eventually seemed to resolve itself. During my experience, it had been resolved for over a week before support even reached back out to follow up after the ticket was created by the chat support agent.

Exceptional Examples of Paycor Support

In my opinion, there have been none.

Comments

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Kaitlyn Blount
(Vendor Representative) commented a year ago
Thank you for sharing your experience with Paycor. We're sorry to hear that the platform hasn't met your expectations and that you've had difficulties with customization, settings, and support. We appreciate your feedback and take it seriously as we strive to continuously improve our products and services. If you have any further concerns or suggestions, please don't hesitate to reach out to us.

Worst Product Support I've Ever Encountered

Modules Used