Item: TriNet
Rating: 5
Author: Katherine Pearse

Overall Satisfaction with TriNet

Support Rating

I have given a 6, overall. I would give an 8 to the team. Everyone I have spoken to is really helpful and friendly. Customer service is a focus and they really want to work with you to get things done. As for the technology, I would give it a 2. The platform is difficult to navigate. The reports functionality is glitchy and is difficult to see depending on the screen size.

Usability

An 8 based on the team themselves, but I would only give it a 2 based on the platform.

Use Cases and Deployment Scope

We use TriNet as our professional employer organization. It is the employer on record for all 18 US employees. We use Trinet to process our bi-monthly payroll. We all use TriNet to ensure that we are US compliant. We have staff based in numerous states across the US, and it is difficult to manage unless you have an organisation such as TriNet. We also use TriNet for HR advice, we needed to do a RIF in August of this year. TriNet ensures that we had the correct documentation and we were compliant. Most of the finances and HR are dealt with from the UK, so it is important we have this type of support.

Pros and Cons

Pros

We have one point of contact who details with us. She knows our issues and how we work as a business.
Calls are received from 8 am PST which means I can contact my agent within the UK working hours. I can, of course, speak to another agent from 6 am PST if required.
Communication is normally researched and thorough.

Cons

The website is shocking. It's glitchy, difficult to navigate. There is no way to have a "see what my staff see" option, which means because I am not a user myself, I never know how staff interact with the system. Reports are really difficult to use. I accepted to use the Beta site and there have been many issue which means I have needed to roll back to the old system to use the administrative functions
Having one point of contact is great but if they are busy or overworked, it means they can be difficult to contact. We should perhaps have a team who deal with a bigger group of clients then staff can be better covered.
Staff need to be better trained in your broader offerings. I asked if TriNet serviced areas outside the US, I specifically asked about Barcelona, and it took 4 days to receive an answer, and it was initially the wrong one.

Return on Investment

To stay within HR compliance.
Payroll administration and compliance.
Costly.

Alternatives Considered

Paychex

TriNet was preselected when I joined.

Likelihood to Recommend

TriNet is incredibly costly. For smaller business, it is great to have the support, but as a company gets bigger, but not large enough to take on this task, it has a huge impact on the overall payroll bill which needs to be budgeted each month. For very small businesses TriNet is very well suited.

TriNet Feature Ratings

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