“Weak support and disappointing performance”

Pros

Navigation is mostly simple although it's honestly hard to say much else positive because using this software has been a nightmare overall.

Cons

This has been an extremely disappointing system to work with. Urgent payroll problems regularly take weeks to get resolved which is completely unacceptable when employees' pay is involved. Customer support is consistently weak, with long hold times just to reach someone and there are no dedicated account reps to offer any continuity or ownership. The onboarding was inadequate and the platform wasn't configured properly from the beginning. After the contracts are signed, the level of support drops off sharply, leaving you to figure out complicated payroll and HR issues on your own. The software also falls short of what was promised. We were repeatedly told certain features could be done, only to later learn the system doesn't actually support them. The most frustrating part is that when I contact support, it often feels like I understand the product better than the people helping me. Even simple requests turn into hours of follow-up, repeated explanations and escalations and many problems still never get fixed. If you go with this platform, expect to spend at least five hours trying to solve issues that should be simple, with no assurance they'll ever be resolved. I would not recommend it to any organization that depends on reliability, responsiveness or accurate payroll processing.

“essential tool for my work”

Pros

The right tools make all the difference and this is definitely one of the most important ones that helps me do my job well while still keeping a healthy work-life balance.

Cons

If I had to point out anything, it would be that we're still using a legacy version of the system. I'd really welcome the chance to upgrade although I know that's a company-level decision rather than an issue with the platform itself.

“awful service”

Pros

Honestly there is not much positive I can point to. I have used several other payroll systems and this one has been the worst by far. If I had to mention one thing, the customer service representatives are at least always friendly even though they are based in India and it can be difficult to understand each other.

Cons

Getting help has been a terrible experience. I end up needing support almost every week and sometimes it takes weeks to hear back. Other times, I get so worn out from having to explain the same issue over and over again that I eventually just give up.

“Painful login process”

Pros

Compared with other HR platforms, it generally handles the basics it's supposed to. There's also a mobile app that lets you check your pay stubs, review pay history and sign documents.

Cons

The word that best describes my couple of years using it through work is finicky. It usually managed the core tasks but the login process was especially painful. If the app sat in the background for even a short moment, the session would time out and force another sign-in. That got really annoying anytime I needed to jump over to another app, like a calculator, to work something out quickly. On top of that, it kept asking for the full two-factor authentication every time even when "Remember this device" was selected.

“incredible applicant tracking system”

Pros

Right from the start, it has been very user-friendly. Our favorite part is the applicant tracking system. Recruiting and onboarding are simple and that has made our whole process much more efficient.

Cons

One thing I wish they offered is a direct phone number to contact someone when a question or issue comes up. At the moment, you have to send an email to customer support although they do reply fairly quickly.

“Full employee lifecycle visibility”

Pros

It covers employee management end to end which makes it really useful. Being able to follow someone through the whole journey, from candidate to employee, is one of the most valuable parts of the system.

Cons

It's not always clear how to get the most out of the platform. The training resources aren't especially helpful, reporting can feel like a slog and having a built-in definitions or glossary module would make things a lot better.

“Easy to clock in”

Pros

Having everything in one place for HR and payroll has worked really well for me. The platform is simple to handle and I can clock in and out without any problems. I also take vacation every year and entering my time off is simple which gives me confidence that a system glitch won't suddenly disrupt my plans.

Cons

Like any HRIS platform, it isn't flawless. The biggest downside is the customer support since response times can be pretty slow. The learning curve wasn't too difficult for me as a millennial but I've noticed other people seem to have a harder time getting comfortable with it.

“Promising interface”

Pros

We haven't gone live with the HRIS yet since we're still in the integration phase and planning to be fully in by January 1, 2025. From what I've seen during the conference and training though, the interface has been very appealing.

Cons

Nothing to note at this point since I haven't actually worked in the system yet. We're still in the integration stage so I can't really speak to the experience in detail.

“saves us time and money”

Pros

After dealing with ongoing time clock and scheduling problems in the past, this has fixed a lot of those issues that were hurting our payroll which has ended up saving us both time and money. The customer support team has been cooperative and the available tools have been really helpful. The app is also very user-friendly for employees when it comes to requesting time off, updating availability, managing direct deposit and accessing their employee file and other work-related documents.

Cons

There are still some limitations with reporting and a few industry-specific scheduling settings are lacking. There's also a gap right now between the recruiting platform and the main software. That said their IT team has let us know updates are on the way and some of the features we need are included in those upcoming improvements.

“Strong value for money”

Pros

Everything is laid out in a very organized way and having all the tools centralized in one place makes day-to-day work much more convenient. Compared with our previous provider, it also feels like we're getting a lot more for the price which has been a big plus.

Cons

Customer support has been a weak spot. Dealing with some of the success managers is incredibly frustrating because they often don't seem focused on actually helping. Instead, it feels like they are just trying to stall for more time and sometimes they disappear completely and stop responding.

“Helpful training and support”

Pros

Getting the program up and running for my agency was very simple and the customer service has been top-notch. The staff listens to my feedback. The training options they provide to users are also really valuable and the payroll tax management feature has been a big plus as well.

Cons

The biggest challenge was figuring out how our GL system and IT system would communicate with each other. In the end, it was so difficult to get everything corrected properly that we chose to handle the uploads manually instead.

“complicated system”

Pros

It handles the US payroll process well and the document management side is quite extensive. It also provides a company org chart and lets you send documents for signature directly within the system.

Cons

The platform is not very user-friendly and it is hard to figure out where the different features are located. The Performance module does not really work for conducting performance reviews and the goals seem designed more for check-ins than for actually measuring performance. Customer support is genuinely poor and when questions come up, there is often no response at all. Each module feels separate, with very little sense of integration so the whole system comes across like a patchwork. You also cannot copy forms which means everything has to be recreated from scratch every time.

“Smooth transition”

Pros

Bringing candidates over from Recruiting into onboarding has been really convenient especially since their application data transfers over without much hassle. Processing offer letters through DocuSign is also a big plus and helps move things along efficiently.

Cons

One frustrating part is how many clicks it can take just to finish a basic task. On top of that, the names of different drop-down options seem to change randomly which makes things confusing and creates a learning curve all over again each time.

“useful app, poor support”

Pros

Clocking in and out is simple and submitting time-off requests is simple too. Employees generally enjoy using the app. I also appreciate the expense management features and being able to keep all documents stored electronically in one place.

Cons

Customer support has been the biggest frustration. Tickets take a very long time to get resolved and the support team can be difficult to understand. A lot of the time, when they fix one issue something else ends up breaking. More tax-related support would also be really helpful.

“Support issues overshadow usability”

Pros

Getting started with the platform didn't take much effort. The interface was simple to get used to, the clock-in and clock-out feature worked well enough. The setup process is uncomplicated and quick, doesn't take much time at all.

Cons

Not a fan of customer service that they offer. It often took two or three calls just to resolve one issue and in many cases the first agents couldn't actually help and had to pass it along to someone at a higher level.

“Great UX”

Pros

The user experience is really strong and from an employee or manager standpoint it's simple to use once everything has been configured. The approval workflows and control features are solid and we rely on it across recruiting, onboarding, time tracking and payroll.

Cons

Onboarding was pretty bumpy. Their team seems overextended and the support staff often doesn't appear fully trained. We've been given incorrect information at times or no clear answer at all which usually means having to escalate issues to level 2 support.

“permission settings are annoying”

Pros

The interface is well designed overall and I appreciate how many settings can be turned on or off depending on the employee. The mobile app has also been really convenient especially for our remote staff.

Cons

Our implementation contact along with customer support, was disappointing. Document uploads and permission settings are also a problem. The system isn't very user-friendly in this area because managers can't be allowed to upload employee documents unless they're also given access to view all employee files, including confidential ones.

“Support team lacks training”

Pros

It did help us consolidate a little by cutting down on separate systems, like getting rid of our ACA tracking tool, Nimble. Their service team was also quick to reply, usually within about an hour by email.

Cons

Honestly almost everything else was a problem. The support team answered fast but they were often not knowledgeable enough and had to rely on other departments for answers and those teams were much slower. The setup was the worst I've ever dealt with and we still feel the way they set everything up created a lot of the issues we ran into. On top of that, there were far too many tax mistakes which made their tax team seem completely unreliable.

“Handy access to w-2”

Pros

I really appreciated how simple it was to pull up my W-2, view it and send it to my other devices whenever I needed. It was also nice that the platform included a time-off viewing option even though my organization didn't actually use that feature.

Cons

I can't think of any real downsides to the product. I enjoyed using it quite a bit and was genuinely disappointed when I had to switch to a different platform.

“Used to be good, now has lots of problems”

Pros

I used to like the impersonation feature but they removed it. I initially found the system user-friendly.

Cons

The call center is a big issue. The wait times are absolutely ridiculous. Last week I was just told to review the documents in the library and didn't get any real help.