Item: Paylocity
Rating: 2
Author: Verified User

Use Cases and Deployment Scope

I use Paylocity everyday. The main use is to process payroll, reports, update employee pay rates, bonuses ect.

Pros and Cons

The overall system works well

Customer service is so inconsistent it's horrible. It took over a year to get our PTO system in place and it still isn't working properly due to Paylocity changing the point person without notice so many times and once we got it up and running there were still glitches and every time someone said it was corrected it wasn't.
I have called for help nd been told my request was not something Paylocity could do, only to call back a few days later and get a different rep who helped me quickly and easily yet I had wasted time trying to find a work around for what I needed due to the initial response from 1st rep.
I have been told I have to customize a specific authorization for certain employees, I've placed the request twice in the last year and still to this day they got it wrong. The persons still have access to payroll even with this customized role which was requested NO Payroll Access
My Account manager has changed 3 or more times since we signed on and that makes it frustrating .
I've requested labor law posters which when we signed up was free as part of our agreement with Paylocity sales person and we have gotten them. I reached out and was told we had to order thru a 3rd party (Never received this info prior to request) Submitted order form was told it was received and waited over a month for posters only to find out the order had been closed or cancelled without notice to me. Went back and forth with account manager, requested response from supervisor. Finally I was told the posters were turned off and now they are back on and I can receive my poster, pay for them but be reimbursed. As a customer of 5 years Paylocity should do better because clients have other payroll choices.
As stated before Overall the Paylocity system works, its just some (not all) of my customer service encounters have been horrific

Return on Investment

The impact Paylocity has had is wasting my time when I ask a question and get a incorrect response and I have to call back days later to get a different CSR who may help me

Alternatives Considered

ADP Comprehensive Services and DATABASICS Time

Basic was great but as the company grew they couldn't handle what we needed.
ADP just did not work
Paylocity seemed to have what we needed, we thought

Paylocity's system works its just that you need to work on customer service. Customer service is inconsistent, there often times is no follow through and there is no clear cut route to get the next level of help when you have a problem. The account manager system is failing based on my experience. There needs to be some way to escalate a complaint or get a issue resolved. I reached out and was told that a supervisor would contact me the next day, the account manager I complained about contacted me instead. I had already gone through the account manager and gotten no help so how was it that he got the message and the supervisor may not have. That awkward because if he could have helped i the first place why didn't he.

Customer Service is Key to Keeping Customers

Overall Satisfaction with Paylocity

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Paylocity Automated Processes

Paylocity Employee Engagement

Alternatives Considered

Key Insights

Do you think Paylocity delivers good value for the price?

Are you happy with Paylocity's feature set?

Did Paylocity live up to sales and marketing promises?

Did implementation of Paylocity go as expected?

Would you buy Paylocity again?

Likelihood to Recommend

Paylocity Feature Ratings