What does the software or service do well? TotalSource does a good job of administering benefits for employees. It's also convenient to purchase Workers' Comp insurance through ADP TotalSource, since they continually adjust the premium eliminating large year-end adjustments after an insurance audit.
What does the software or service not do well? The software is slow and obtuse. Running payroll is cumbersome. Sales commissions cause errors that require manual intervention from ADP every month with no end in sight. Holiday pay is not guaranteed to be set up in compliance with state labor laws. There is a large amount of work that still needs to be done in-house, which stands in contrast to the sales pitch that TotalSource will operate like an outsourced HR department. Further, there is no central point of contact for the account, so getting a personal relationship for the service is difficult. There are several contacts for several different areas of HR (payroll, benefits, hiring, etc.) and those contacts, for us, have changed multiple times in less than a year. I do believe the admins assigned to our account are trying hard to help, but their efforts are generally ineffective. Bugs that impede normal payroll processing have existed for months with no resolution in sight.
What do you wish you had known about the software or service before using? I wish I knew just how much work would still be left on my plate and how critical I should have been during the implementation phase. There were several key implementation mistakes that I didn't catch in the transition from ADP RUN to ADP TotalSource, trusting too much in their staff to know how to properly configure the system. It's been 11 months of bumping into errors, some big (>$30k) some small (<$5k) some just annoying (payrolls consistently requiring manual override).
Have you used a competitor to the software or service? If so, how does it compare? We came from ADP RUN which was a much simpler system, but without any of the benefits management. The benefits management is better, since we don't have to do nearly as much. The payroll system is complex, slow, bug-ridden, and often wrong.