Excellent Product Availability But Customer/Tech Support Needs Some Work
May 16, 2023

Excellent Product Availability But Customer/Tech Support Needs Some Work

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Paylocity

Paylocity is our Company's HRIS and we use almost every module Paylocity offers to keep everything we do on one site.

Pros

  • Paylocity provides monthly product updates and explains how the improvements can be useful.
  • Paylocity provides customer support over the phone. It's relatively easy to speak to a rep quickly.

Cons

  • Customer support has significantly declined over the last 3 years. Reps often refer us to a help article right away even if we specify that we've already read through the articles. Reps used to be much more hands on with helping admins.
  • Often times we get a different answer/resolution by different reps for the same issue. It doesn't seem like Paylocity has given their customer support staff the tools needed to do their job thoroughly and accurately.
  • When Paylocity starts a ticket for an issue in their system, we often times don't hear back for months on a resolution no matter how large the issue may be. If it isn't a mass issue, their tech team doesn't seem to care.
  • Better workforce visibility
  • More recruiting visibility on popular job sites
Paylocity helps significantly with keeping track of employee PTO accrual/schedules. Paylocity has helped streamline our performance review process and makes it easy to follow up on outstanding reviews.
Paylocity's surveys have helped our organization obtain information on employee retention and turnover.
Paylocity was superior to Paycor.

Do you think Paylocity delivers good value for the price?

Not sure

Are you happy with Paylocity's feature set?

Yes

Did Paylocity live up to sales and marketing promises?

No

Did implementation of Paylocity go as expected?

I wasn't involved with the implementation phase

Would you buy Paylocity again?

No

Paylocity may be better for smaller companies. With some of the technical issues we've run into, I don't think it would be smart to have a large organization be effected by the tech team's lack of urgency to resolve the issue.

Paylocity Feature Ratings

5.6
Employee demographic data
9
Employment history
6
Job profiles and administration
9
Workflow for transfers, promotions, pay raises, etc.
6
Organizational charting
2
Organization and location management
1
Compliance data (COBRA, OSHA, etc.)
6
6.6
Pay calculation
8
Support for external payroll vendors
Not Rated
Benefit plan administration
6
Direct deposit files
8
Salary revision and increment management
7
Reimbursement management
4
Not Rated
Approval workflow
Not Rated
Balance details
Not Rated
Annual carry-forward and encashment
Not Rated
7.3
View and generate pay and benefit information
9
Update personal information
7
View job history
Not Rated
View company policy documentation
6
Employee recognition
Not Rated
Not Rated
Tracking of all physical assets
Not Rated
4.5
Report builder
4
Pre-built reports
5
Ability to combine HR data with external data
Not Rated
Integration with other HR capabilities ()
Not Rated
7.3
Performance plans
6
Performance improvement plans
6
Review status tracking
8
Review reminders
9
Multiple review frequency
Not Rated
Succession Planning ()
Not Rated
7.0
New hire portal
7
6.0
Corporate goal setting
6
Individual goal setting
6
Performance tracking
Not Rated
8.3
Job Requisition Management
6
Company Website Posting
9
Publish to Social Media
9
Job Search Site Posting
9

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