Paycor- Has all the components needed to be elite, but customer service holds them back from greatness
Updated October 04, 2024

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

Daniel LoCicero | TrustRadius Reviewer
Score 7 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

Overall Satisfaction with Paycor

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. The system allows us to streamline many of our HR tasks and have an all in one platform to handle them.

Pros

  • 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

Cons

  • Customer Service has room for improvement. 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.
  • 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
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 capabilities, but the service challenges makes it very hard to truly realize any time-saving gains.
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.
Paycor's price point in comparison to other platforms is spot on. Affordable platform with standard industry features. Paycor touted that our company size was right in their "sweet spot" as well and that they could specifically handle our complexities. We overall felt that the price was the biggest deciding factor and opted to go with paycor for our HRIS solution.

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?

I wasn't involved with the selection/purchase process

Did implementation of Paycor go as expected?

No

Would you buy Paycor again?

Yes

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.

Paycor Feature Ratings

Payroll Management
7.6
Pay calculation
9
Off-cycle/On-Demand payment
8
Benefit plan administration
1
Direct deposit files
10
Salary revision and increment management
10
Reimbursement management
Not Rated

Using Paycor

850 - Everyone in our organization uses paycor in some type of capacity. Our limited users only use the platform for PTO requests, recording time, checking paystubs, etc. Our super users include our HR team, Benefits team, Payroll team and all management level employees spread across all of our different departments and programs.
15 - Our HR team is the main "support" team for Paycor. As users who are in the platform constantly, our HR team has the ability to troubleshoot and problem solve. Often we do have to involve Paycor support through their ticket system for issues that we can't address on our level.
  • Streamlined system for Recording Time and Payroll
  • ATS and Onboarding work seamlessly together
  • They integrate with other 3rd party platforms like Benefits Advisor
  • We're exploring the performance management functions
  • Recording time in a way that captures our on site employees as well as our hybrid/off site employees
  • Streamlining our PTO policies
  • Training & Development
  • Leadership Development
Price point is the biggest driving factor. Paycor has made some strides in the customer service area and we've seen enough improvements that renewing our contract has become more a reality than a pipe dream. The system functions well and our employees are familiar with how it works, so to make a change would be a huge lift for our team.

Comments

  • Kaitlyn Blount | TrustRadius Reviewer
    Kaitlyn Blount
    (Vendor Representative) commented a year 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.

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