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Not a good experience with Safeguard Global, basic processes went wrong and poor customer service
March 05, 2024

Not a good experience with Safeguard Global, basic processes went wrong and poor customer service

Ludovic Leforestier | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Safeguard Global

We selected Safeguard Global to handle payroll for a German employee -quite a straightforward EOR (employer of reference) case as we're a UK-baed company with no German office.
  • payroll
  • employer of reference
  • employment contract management
  • patchy and slow customer service
  • disjointed offboarding and onboarding processes
  • poor customer experience overall
  • Allowed us to hire a German employee but at a fairly high cost
  • Lack of customer centricity and a really heavy handed approach to customer service.
  • Really poor client communications.
  • Some basic processes were not performed adequately.
It was the cheapest at the time and to be honest we were not impressed with other players except Remote and Papa but they were way more expensive.

Do you think Safeguard Global delivers good value for the price?

No

Are you happy with Safeguard Global's feature set?

No

Did Safeguard Global live up to sales and marketing promises?

No

Did implementation of Safeguard Global go as expected?

No

Would you buy Safeguard Global again?

No

The onboarding was not very straightforward and we had to go back and forth many times even though it was just one standard work contract.

The payroll management overall was OK despite a few billing issues.

Closing the contract did not go well, with conflicting emails from different departments who could not answer basic questions such as providing a statement of account and detail the closing dues minus the deposit (they forgot to tell us about some dues for the 13th month which is a basic requirement in Germany).

Safeguard Global Support

I've had several queries when using Safeguard, every time response times were slow and at times they have been incorrect. The comms are disjointed, it feels level 1 support are not equipped to deal with basic questions and there's not really an escalation path fit for purpose. The answers come out either tone-deaf or administrative.
ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
No, wasn't aware it was even an option. Would not have considered it anyway due to the simple nature of the contract.
Nope.

Using Safeguard Global

Clunky portal, can't even see the contracts and no useful dashboard.
ProsCons
Technical support not required
Familiar
Do not like to use
Unnecessarily complex
Difficult to use
Not well integrated
Slow to learn
Cumbersome
  • Holiday management
  • Contract management
  • Payroll management

Relationship with Safeguard Global

Even buying was hard, and it wasn't better afterwards.
Poor comms and support.
it was pretty straightforward -a flat monthly fee.
Yes, don't buy.