Item: TriNet
Rating: 5
Author: Verified User

Overall Satisfaction with TriNet

Use Cases and Deployment Scope

We use TriNet as our PEO with a scope that includes payroll, employee benefits, time-tracking, among other things. The major business problems that I was hoping TriNet would address as we switched from ADP (please note that we have only been with TriNet for approximately seven months) were skyrocketing health care premiums, employee relations issues, issues of implementation, and assistance with ongoing tax issues that were the fault of ADP and not our organization. When we switched, we were happy to find an absolute bevy of healthcare options that were much more appropriate to our needs at better pricing, but the other issues are ongoing.

Pros and Cons

Pros

They are very good at compliance, almost problematically so.
The open enrollment and benefits renewal processes are excellent.
Their employees are very kind and responsive.

Cons

The portal is often problematic: time-tracking has little to no flexibility; notifications on the dashboard never. go. away.; getting anything updated or implemented can take forever; and there are a lot of things in the payroll process that make absolutely no sense whatsoever (i.e. not being able to verify, even at an approximation, what the pay for an employee is on their final payroll after termination until the payroll has already been approved and processed.)
Administrators are entirely unable to make adjustments to employees in the system without strict oversight by TriNet. It is rather absurd considering that there has to be some amount of shared responsibility there.
TriNet reps told us what we wanted to hear in getting us to switch to their service. When we finally did switch, there was not nearly enough onboarding, and a few things that we were told would be possible were, in fact, not possible.

Return on Investment

The compliance is very good, but as I previously mentioned, it can be overzealous.

Usability

There have ben a lot of problems with getting the portal to function the way we need it to. It still isn't there, and we have had to accept some less-than-ideal issues.

Support Rating

The reps I have worked with have generally been very nice and very understanding, but they also seem to have limited knowledge of what is possible and limited ability to really DO anything to assist.

COVID-19 Support

N/A

Alternatives Considered

ADP TotalSource

They both have their good and bad. The assistance with ADP was much faster.

Key Insights

Do you think TriNet delivers good value for the price?

Yes

Are you happy with TriNet's feature set?

Did TriNet live up to sales and marketing promises?

Did implementation of TriNet go as expected?

Yes

Would you buy TriNet again?

Other Software Used

Salesforce CMS, iWave, Salesforce Marketing Cloud, Submittable, Formstack Forms, Asana, Slack

Likelihood to Recommend

I think there is potential for improvement, and I do believe that they take my feedback seriously, which is really important to me. I've used a lot of PEOs, but this experience has been quite frustrating. The portal is much less clunky than we had with ADP, but it is also (ironically) much less user-friendly in my experience. And for quite awhile after we first switched to TriNet, it was difficult to get any help that led to real action.

TriNet Feature Ratings

Using TriNet

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Well integrated Consistent Convenient	Feel nervous using Lots to learn

Easy Tasks

I think the platform itself is incredibly user-friendly, so navigation and general comprehension are strong points.
For personal use, it is incredible to have all of your benefits so easily accessible. Things like your medical insurance ID numbers are so easy to find! This is the first time I've experienced such ease in this area with a PEO platform.
For administrators, choosing medical benefits is also incredibly easy due to the way that TriNet has set up the process for us. I've never had such a comprehensive and flexible tool for comparing choices.
The payroll grid is also very user-friendly. While there are limitations to it due to their gate-keeping of certain changes, the grid itself is easy to use and understand.

Difficult Tasks

Reports can be challenging, in that it is hard to figure out which report to use for your specific needs. It took a lot of trial and error to standardize my monthly and annual reporting.
The time-tracking system is not user-friendly. While it was easy to train staff how to use it, it is a bit cumbersome and time-consuming (ironically) to use.
TriNet did not provide sufficient training to me as an administrator. So, basic information such as knowing that you needed to enter your annual holidays into the platform every year (instead of them automatically populating on the calendar, considering that your holiday policies probably haven't changed...) was not something that was communicated.

Mobile Interface Availability and Impressions

Yes - It works well, but it seems to be substantially limited. For personal use, it certainly serves a basic function of allowing you to check on pay and PTO, etc.

Comments

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Kenyatta Maxwell
(Vendor Representative) commented a year ago
We appreciate your feedback. While we are glad to hear that you and your employees are enjoying the ease of offering employee benefits, as well as the talents and expertise of our incredible customer experience team, we are sorry to hear about the other issues you are having. We would be happy to escalate any issues you are having, and get your questions answered. Please email us at social media at TriNet dot com so we can have a customer experience manager reach out to you. Meanwhile, we hope you will check out the platform enhancements we recently rolled out to meet the needs of customers like you. Sharing your thoughts with us helps us to continue to make sure our products are keeping up with the demands of small and medium-size businesses. Thank you.

Optimistic for some improvement.