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When new requests are made, the service team does not follow through with all aspects of the request. For example, we needed to add another state and initially the service rep sent me the forms to sign and the implementation began. Received an email the said we were all set, but after running a couple of payrolls we learned that not all of the steps required were completed. The service team needs step by step processes in place, so that we as the end user get a COMPLETE job not a partial!

I think it is important for companies to have dedicated service reps assigned. I have never spoke to our assigned person, not do I know who it is. There is an option to leave a message for this person when we call in for service, but typically do not have the time to wait a day or two for a return call. I wish this process could be better. It may in the end assist with the relationship and better / complete service in the end.

When calling in regarding the additional modules beyond the payroll, many times it is a struggle for the service reps to assist with various modules. Last year we converted a "contract" worker to a full time employee and it was a mess. Again, written processes for the service team would be helpful for them. Plus, why can't you just convert all the info that is already in place to an employee? Essentially we were told to inactivate the contract worker and 'hire' a new employee. This turned out to be a mess because of duplicate social security numbers and duplicate direct deposit accounts - and then we ended up with live checks for several payrolls until it was straightened out.

In continuing with the first and third comments. We are a company just outside of Detroit that recently hired a Canadian who crosses the bridge from Windsor to Detroit every day. Initial 'onboarding' was a disaster. The onboarding module did not like and did not allow for this process. I ended up manually setting him up in payroll rather than using the Onboarding module. We cannot be the only company that hires employees from other countries. Especially ones that are boarder states to other countries. This should be reviewed and updated!