Updated December 14, 2023

Paycor- Has all the components needed to be elite, but customer service holds them back from greatness

Item: Paycor
Rating: 4
Author: Daniel LoCicero

Daniel LoCicero

VP Human Resources

New View AllianceNon-profit Organization Management, 501-1000 employees

Score 4 out of 10

Vetted Review

Verified User

Modules Used

HR, Benefits Administration & ACA
Recruiting & ATS
Onboarding Software
Scheduling
Time & Attendance
Payroll & Tax Software
Reporting & Analytics

Use Cases and Deployment Scope

We currently use Paycor for the scheduling, time & attendance, payroll, ATS and onboarding features. These address our needs to track and house employee data, pay employees timely and correctly, as well as recruit and onboard new employees. Our HR team, myself included, use Paycor daily.

Pros and Cons

Platform is easy to use and navigate, as well as customize
Training opportunities are abundant, both online and Webinar based.
The different features work and integrate well with one another

Customer Service is atrocious. We've had 6 Customer Success Managers in less than 3 years-hard to develop any type of rhythm in addressing and solving problems. They also utilize a ticketing system to report issues, but there is little to no communication of when tickets are actually resolved and what the resolution was-requires a ton of prodding from the client to get answers to emails.
Integration with third party platforms (benefits for example) is also lacking. Issues are prevalent and take excessive time to resolve.

Key Insights

Do you think Paycor delivers good value for the price?

Not sure

Are you happy with Paycor's feature set?

Yes

Did Paycor live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Paycor go as expected?

Would you buy Paycor again?

Return on Investment

Paycor has simplified our recruiting & onboarding process, saving time & energy as we look to find and onboard new employees
Paycor has taken the burden of training new individuals on the system by making it so easy for that person to learn and go at their pace. Their training platform is second to none.
Paycor has provided an outlet for other leaders from different companies to have a community to share best practices and procedures, which also helps save time and money

Time Savings with Paycor

Our HR and/or payroll team has saved 1-25 hours per month. - I would stake this on the lower end, and unfortunately in may ways where we have saved time by using the platform, we've re-consumed that time on service calls with Paycor when unexpected issues arrive, and the push to get them resolved timely. The ability is there! The platform has many reaching capabilities, but the lacking service makes it very hard to truly realize any time-saving gains.

Usability

The platform is standard, straightforward and easy to use. We've had no concerns with how the platforms works, functions, and we actually quite enjoy the ability to customize as much as possible. Occasionally, a report may fail to generate or run, but for the most part analytics run very smoothly as well.

Other Software Used

Relias Learning Management System, SAP Concur, DocuWare

Likelihood to Recommend

The platform itself does what it needs to do-easy to use and easy to customize. Reporting, for the most part works well and is reliable. Paycor stands apart from other platforms in regards to how much training opportunities there are-from live webinars to recorded virtual trainings to actual courses on the different platforms to get "Paycor Certified". The biggest reason for the lower score is in regards to the abysmal customer service we've experienced. Getting resolutions to concerns is always a challenge, to the point where we've consistency had to involve our CSM (customers success manager) as well as their supervisor to get the answers and resolutions we need.

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Kaitlyn Blount
(Vendor Representative) commented 4 months ago
Thank you for sharing your feedback about your experience with Paycor. We appreciate your positive comments regarding the ease of use, customization options, and the abundance of training opportunities available. We are glad to hear that Paycor has helped simplify your recruiting and onboarding processes, as well as provided a platform for sharing best practices. We apologize for any issues you have encountered with our customer service. We understand the importance of timely and effective communication, and we apologize if we have fallen short in this area. We appreciate your feedback regarding the ticketing system and the need for better communication on issue resolution. We will take this into consideration as we work to improve our customer service processes. We apologize if the implementation of Paycor did not go as expected. We strive to ensure a smooth transition for our clients and we apologize for any inconvenience caused. We understand your concerns about the integration with third-party platforms and the time it takes to resolve issues. We appreciate your feedback and will work to improve in these areas. Thank you for considering Paycor and for sharing your feedback. We value your business and will take your comments into consideration as we continue to enhance our services.