HR Software

Customer Service Reviews of Leading HRIS Systems

February 15, 2021
  •  
10
Brett Ungashick
Founder

One of the biggest reasons that a company wants to leave their current HRIS provider is because the customer service is not good enough. In this article, we look at the customer support buzz around 10 of the leading HRIS platforms.

OutSail works with hundreds of businesses each year helping them buy new HRIS systems. Working with companies of all shapes and sizes allows OutSail to have a clear view into which vendors are rising and which are falling.

In this article, you can learn about the customer support reviews of the 10 most popular HRIS systems

If you want more information on these vendors, you can request a free HRIS vendor report from our team. Each report is custom built to match your requirements and includes pricing, pros & cons, integration info & more

HRIS Matching App: See which HRIS vendors match your requirements - for free

BambooHR

Average Customer Size: 25-350 employees

Customer Support Reviews: BambooHR is consistently rated as one of the best customer support departments in the HRIS industry. Their team has a high degree of tenure and continuity and they consistently go the extra mile for their customers. Bamboo also benefits from not offering advanced payroll, time & benefits functionality, so they don't often have to wade through very complex scenarios that some larger providers deal with.

  • Modules Offered: HRIS, Payroll, Time & Attendance, ATS, Onboarding, Performance, Engagement
  • Not included: Ben Admin, Learning, Compensation
  • Price range: $8-14 PEPM

Hibob

Average Customer Size: 50-500 employees

Customer Support Reviews: Similar to BambooHR, the lack of a payroll and benefits module makes it easier for Hibob to score well on customer reviews. That being said, there team does an above average job when it comes to implementation and product support. There have been some turnover concerns as they've scaled. However, Hibob is one of the rare companies with customer support teams located across the globe - a big plus for global teams.

  • Modules offered: HRIS, Performance, Engagement, Onboarding, Time & Attendance
  • Not included: Payroll, Ben Admin, ATS
  • Price range: $8-12 PEPM

Blog: How to Negotiate an HRIS Agreement

Rippling

Average Customer Size: 25-300 employees

Customer Support Reviews: Rippling scores highly on various software review websites, but the on-the-ground customer experience tells a slightly different story. Rippling's customer support is mostly chat-based and users have a hard time getting real people on the phone. Additionally, Rippling's customer base is concentrated around less complex small businesses, which makes it easier to have positive outcomes. Rippling does deserve credit for the speed of their implementations which are some of the fastest in the market.

  • Modules offered: HRIS, Ben Admin, Payroll, Onboarding, Time & Attendance, Learning, ATS
  • Not included: Performance, Engagement
  • Price range: $22-27 PEPM

Blog: How Long Does it Take To Buy and Implement an HRIS

Paycor

Average Customer Size: 25-350 employees

Customer Support Reviews: Paycor is one of the Big Four mid-market HCM companies (along with Paycom, Paylocity and ADP). All four have massive customer bases and all four offer a full suite of HR & payroll functionality, which opens them up to more potential opportunities to fail. Paycor had a rough 2021 from a customer support standpoint, as they were unprepared for the turnover and high demand that the pandemic caused. Things have improved moderately in 2022, but most smaller customers still do not have dedicated project managers during implementation.

  • Modules offered: HRIS, Ben Admin, Payroll, Onboarding, Performance, Time & Attendance, Learning, ATS
  • Price range: $17-23 PEPM

Paycom

Average Customer Size: 50-500 employees

Customer Support Reviews: Paycom has always taken a slightly different approach to customer support than their Big Four peers. Paycom offers a dedicated point of contact to all users, rather than a pod-based model with many cooks in the kitchen. This approach can be an advantage, IF your support contact is tenured, knowledgeable and responsive. However, with the Great Resignation, high turnover has caused the quality to dip and customers can often be stuck with one, entry-level point of contact who has numerous companies he/she is supporting

  • Modules offered: HRIS, Ben Admin, Payroll, Onboarding, Performance, Time & Attendance, Learning, ATS
  • Price range: $24-30 PEPM

Blog: The 10 Best HRIS Systems for Mid-Sized Companies

Paylocity

Average Customer Size: 50-500 employees

Customer Support Reviews: Paylocity has long had the reputation of being the best customer service provider of the Big Four, but 2022 has been a very rough year for their service reputation. Turnover has impacted their service teams greatly and customers are reporting a much higher rate of failed implementations. The lack of project managers and 'too many cooks in the kitchen' during implementation has been a common refrain.

  • Modules offered: HRIS, Ben Admin, Payroll, Onboarding, Performance, Time & Attendance, Learning, ATS
  • Price range: $19-25 PEPM

Shopping for an HRIS? Work with an HRIS advisor to streamline your shortlisting, evaluations and selection - for free!

UKG Ready (formerly Kronos)

Average Customer Size: 200-5,000 employees

Customer Support Reviews: The Kronos platform (now called UKG Ready) is one of the few HRIS systems that is sold by resellers, in addition to being sold by UKG corporate. Due to the reseller ecosystem, many users can find a small, dedicated customer support team that provides better customer support than the typical experience with large HCM vendors.

  • Modules offered: HRIS, Ben Admin, Payroll, Onboarding, Performance, Time & Attendance, ATS
  • Not included: Learning
  • Price range: $18-23 PEPM


ADP Workforce Now

Average Customer Size: 50-2,500 employees

Customer Support Reviews: ADP has never had a leading reputation for customer service and that may never change. ADP is such a large organization that users constantly get lost in the shuffle and ADP has not been shy about outsourcing and offshoring their customer service departments. ADP's struggles are less pronounced for their 150+ employee customers and for those who are on ADP's Comp Services models.

  • Modules offered: HRIS, Ben Admin, Payroll, Onboarding, Performance, Time & Attendance, Learning, ATS
  • Price range: $20-26 PEPM

Free Tool: HRIS Requirements Builder

UKG Pro (formerly UltiPro)

Average Customer Size: 250-10,000 employees

Customer Support Reviews: In an industry where customer support is a weakness for most providers, UKG stands out by merely meeting expectations. One advantage that UKG has is their great company culture leads to high retention, which leads to more tenured support representatives. However, even UKG has experienced some challenges in 2022 due to high customer growth and higher than average turnover. Customers on the smaller end of their customer base feel these pains more often.

  • Modules offered: HRIS, Ben Admin, Payroll, Onboarding, Performance, Time & Attendance, Learning, ATS
  • Price range: $26-34 PEPM

Ceridian

Average Customer Size: 250-10,000 employees

Customer Support Reviews: Ceridian has opted for a pod-based customer service model rather than the dedicated account manager model. This gives companies a small, consistent team of experts to reach out to with issues. Ceridian also has a better ratio of customer support reps to customers than most of their large market peers. However, Ceridian's service teams face many of the same headwinds that other vendors are experiencing and customers can often pay Professional Services fees to get large issues fixed.

  • Modules offered: HRIS, Ben Admin, Payroll, Onboarding, Performance, Time & Attendance, Learning, ATS
  • Price range: $22-29 PEPM

Want more info on these HRIS vendors? Talk to an advisor with firsthand experience

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Brett Ungashick
Founder
Brett is the founder of OutSail. He spent the early part of his career selling HR software before switching sides and going to work for the people buying the software.

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