ADP is easily the most popular human resource management software. However, when reading customer reviews about ADP, many will notice complaints detailing difficulties with their implementation experience that could benefit from optimization. Customers commonly note the following issues:
Longer than expected implementation periods. Customers often report implementation periods being extended more than once due to the implementation team falling behind schedule. This delay can be a huge inconvenience to paying customers who are now reliant on and paying for ADP services. Elongated set ups can delay employee pay and application of benefits, creating disgruntled employees for the ADP customer. The customer below reported that his implementation period was extended by 2 months. That’s a long time to wait considering the shortest implementation process promised is 5 weeks long. Imagine having to hold up your payroll operations for TWO EXTRA MONTHS?! We are cringing at the thought.
Hard-to-reach customer service representatives Wait times for customer service are often a torturous experience when seeking a solution for an ADP problem. Personalized and easily accessible support is a lacking feature when it comes to ADP customer service. Some have reported MINIMUM wait time of 20 minutes just to be transferred to multiple different reps during the duration of their call. I don’t know about you, but I’m afraid to know what the longest recorded wait time is.
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Poorly executed set ups Customers often cite that their implementation was poorly executed. As a result, their set up created made more problems than solutions as a result. When paying a hefty price for a software, it is expected to have a proper implementation to help get the program up and running for your company. When paying for a service and software, it is crucial to have a successful set up to have a smoothly running product for your growing business. Poorly executed set ups that create consistent problems can make business owners feel as if they funneled money into a commitment that is complicating their business rather than complimenting it.
Unknowledgeable customer service In addition to long customer service wait times, the representatives customers are often presented with are not knowledge about the granular details of ADP products and are unable to provide a resolution to customers majority of the time. ADP advertises 24/7 customer support, but this is not a helpful feature if the readily available representatives are nothing but a dead end for pressing issues affecting your ADP and business operations.
No training or support for updates and add ons Whenever a customer buys an add-on or ADP makes an update, they require support and training on how to properly utilize the software with the new changes. This can be frustrating when a customer spends more for a feature and can no longer effectively use their ADP software because they are not knowledgeable about how the new update affects their usage. In these situations, ADP customers are once again left to trying to find some help through the inexperience and ever busy ADP customer service hotline. Having a dedicated specialist or customer success manager is an excellent method that software companies use to best support paying customers that need software assistance.
No assigned customer reps Many software companies assign client success managers or dedicated customer services reps to each customer account. According to most customer testimonies, ADP accounts are not assigned dedicated customer service reps, despite being promised so. The merry-go-round of trying to find a knowledge representative for your problem can be very frustrating, and ultimately not helpful, when there is not a go to point of contact that knows your history with the software or the basics of your business. ADP would greatly benefit from a better customer service offerings and approaches. Their current hands off, time-sucking hot-line seems to be a bottle neck for majority of customers needing ADP assistance. The quality and lack of ADP customer service is ultimately detrimental, not only to customers and their experience, but ADP’s retention rate and customer loyalty.
Too many cooks in the kitchen when calling customer service for a resolution In addition to the long customer service hotline wait times with unknowledgeable representatives, often a customer’s call is transferred too many times in attempt to find the right representative for the software issue. Despite the numerous call transfers to multiple representatives, many customers are still left without a solution to their issue. After many transfers and run arounds through customer service, the end result for many ADP customers is a headache. As the CEO of an HCM advisory firm with over 30 years of experience implementing—and using—ADP, I know how important the implementation process is.
Luckily, we can help. Rally Partners improves HR processes to drive business out comes. We help customers by expediting the ADP implementation process to ensure ADP customers are making the most of their software from the start while creating added system value for users. We know ADP inside and out, and we know how to keep negative implementation reviews at bay by creating a customer experience worth raving about.
