Paylocity has great customer service for a good product, some kinks in implementation
Updated April 30, 2025

Paylocity has great customer service for a good product, some kinks in implementation

Jane Burns | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Paylocity

We use Paylocity as a time tracker, payroll software, new hire onboarding system, training tool, etc. It helps save us a lot of time on previously manual processes.

Pros

  • Onboarding
  • Customer Service
  • Pricing
  • Follow Through and Correction

Cons

  • Doing things correctly the first time
  • Being passed from customer service rep to customer service rep
  • I would like the detailed payroll grid to be larger with more options available on it
  • Reduced Errors
  • Reduced time spent on payroll and time correction
  • more data available to make decisions
I am the only HR person, and it has made payroll go from a 27 hour project to something I can get completed in a day.
The survey tools I use often and I really appreciate the collected data at the end of the surveys. The only problem with surveys is when you download the data to PDF, if it is quite long, the data will collapse onto itself, being a jumble of letters and charts.
Paylocity's combination of software + pricing + customer service was the reason we selected them. Overall, Rippling is a better software and product, but it was too expensive. Paycor was garbage. iSolved was decent but clunkier, and Bamboo HR was sexy and cheap but all of their software was not cohesive and seemed like different products depending on what you purchased. I do think isolved, Bamboo, and jRippling have better reporting. Paylocity often only has PDF reports which is super annoying.

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?

Yes

Did implementation of Paylocity go as expected?

No

Would you buy Paylocity again?

Yes

Even though Paylocity sometimes does things wrong the first time, or things get missed, their team's follow through is awesome. When things are corrected and everything functions, it is a great software.

Paylocity Feature Ratings

8.3
Employee demographic data
10
Employment history
10
Job profiles and administration
6
Workflow for transfers, promotions, pay raises, etc.
10
Organizational charting
6
Organization and location management
10
Compliance data (COBRA, OSHA, etc.)
6
9.9
Pay calculation
10
Support for external payroll vendors
10
Off-cycle/On-Demand payment
10
Benefit plan administration
10
Direct deposit files
10
Salary revision and increment management
10
Reimbursement management
9
10.0
Approval workflow
10
Balance details
10
Annual carry-forward and encashment
Not Rated
10.0
View and generate pay and benefit information
10
Update personal information
10
View job history
10
View company policy documentation
10
Employee recognition
10
10.0
Tracking of all physical assets
10
8.3
Report builder
10
Pre-built reports
5
Ability to combine HR data with external data
10
Integration with other HR capabilities ()
Not Rated
10.0
Performance plans
10
Performance improvement plans
10
Review status tracking
10
Review reminders
10
Multiple review frequency
10
9.0
Create succession plans/pools
Not Rated
Candidate ranking
10
Candidate search
8
Candidate development
Not Rated
8.0
New hire portal
8
Manager tracking tools
8
10.0
Corporate goal setting
10
Individual goal setting
10
Line-of sight-visibility
10
Performance tracking
10
8.7
Job Requisition Management
10
Company Website Posting
10
Publish to Social Media
10
Job Search Site Posting
10
Duplicate Candidate Prevention
1
Applicant Tracking
10
Notifications and Alerts
10

Using Paylocity

25 - Time cards
payroll
training
surveys
performance reviews
recruiting
compensation management and market data
1 - HR - it does not take much skill to support it. Very user friendly.
  • time cards
  • performance reviews
  • payroll
  • surveys
  • to run drug tests
  • to run background tests
  • to audit our 401k plan
  • to run more marketdata
  • to replace HR
We are likely to renew it, but there is a chance ownership asks me to look at another product since they are always looking to save money.

Evaluating Paylocity and Competitors

Yes - Paychex and On the Clock
  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
We needed one space to save time on payroll and timecards.
I think we should have asked more questions around the point system in time keeping. We thought that would be a solution for us, but it involved changing our entire attendance policy, so we did not adopt it.

Paylocity Implementation

There was no whiteglove handoff when people quit at paylocity, so we were left in the void. Without me kicking and screaming, we would still not be implemented on year 2. They made it right, but it is like no one speaks outside of their own department in paylocity.
  • Implemented in-house
Yes - Payroll side
benefits side
HR platform side
Not sure - I am not sure what this question is referring to.
  • Our implementation specialist quit before we hit 90 days.
  • Our implementation was marked complete when it was not.
  • Errors from implementation were still being dealt with at year end.

Paylocity Support

They hired new customer support reps that are not allowed to transfer the call or hang up the phone if they do not know how to answer questions. This is a bit irritating, so I just hang up and call back. When you reach someone that can help or quickly search how to help you, they are fantastic.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support cares about my success
Need to explain problems multiple times
I did not know there was a difference in support, so I am guessing we did not.
Yes - It has not been resolved yet, but sometimes you cannot download a survey to PDF without the font and data collapsing onto itself in a big jumble.
Yes, Genii helped reverse a payroll where I forgot one employee's long awaited raise. This was huge.

Nick Collis providing year end support 2 hours after my shift had concluded and making sure W2s were accurate.

Using Paylocity

Very user friendly
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Lots to learn
  • corrections to memo codes versus earning codes
  • timekeeping and job costing
  • Compensation Tab
  • attendance points could not be used in conjunction with our attendance policy or customized.
Yes - Almost better than desktop

Comments

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