Good system, bad customer service
May 25, 2023

Good system, bad customer service

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with Paylocity

Paylocity is our HRIS system that we use for payroll, performance management, surveys, recruiting, onboarding and learning.

Pros

  • Payroll is fairly easy
  • all in one system
  • integrates pretty well with other systems

Cons

  • Customer service!!!
  • Need a "impersonate" button to help see what employees are seeing apart from what admins see
  • knowledgeable customer service reps
  • Reply time on issues
  • system errors that noone knows how it happened or how to fix it
  • all in one system is great for employee engagement
Some good some bad. Some do not work at intended.
Surveys have been helpful in not needing to use an outside source.

Do you think Paylocity delivers good value for the price?

Yes

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?

Yes

Would you buy Paylocity again?

No

Since covid, it seems to me Paylocity grew way too fast and doesn't have knowledgeable account managers. I have to explain my issue 3 different times for our rep to understand the issue and send it to the correct team to work on a correction. In my experience, I get misinformation from them a lot too. They give answers that are inaccurate. Hard to speak to someone on a higher level. Overall, the system itself is pretty good but the customer service in my opinion is greatly lacking. Their lower level staff need way more training on the system. I know more than they do.

Paylocity Feature Ratings

4.9
Employee demographic data
7
Employment history
6
Job profiles and administration
5
Workflow for transfers, promotions, pay raises, etc.
5
Organizational charting
1
Organization and location management
5
Compliance data (COBRA, OSHA, etc.)
5
7.5
Pay calculation
10
Support for external payroll vendors
3
Off-cycle/On-Demand payment
10
Direct deposit files
7
Salary revision and increment management
Not Rated
Reimbursement management
Not Rated
1.0
Approval workflow
1
Balance details
1
Annual carry-forward and encashment
1
8.0
View and generate pay and benefit information
8
Update personal information
8
View job history
8
View company policy documentation
8
Employee recognition
8
Asset Management ()
Not Rated
4.7
Report builder
5
Pre-built reports
5
Ability to combine HR data with external data
4
Integration with other HR capabilities ()
Not Rated
3.8
Performance plans
2
Performance improvement plans
2
Review status tracking
5
Review reminders
5
Multiple review frequency
5
Succession Planning ()
Not Rated
7.0
New hire portal
7
Manager tracking tools
7
7.0
Corporate goal setting
Not Rated
Individual goal setting
8
Line-of sight-visibility
Not Rated
Performance tracking
6
7.2
Job Requisition Management
8
Company Website Posting
7
Publish to Social Media
7
Job Search Site Posting
7
Duplicate Candidate Prevention
Not Rated
Applicant Tracking
6
Notifications and Alerts
8

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