Very poor job installing the product. We were able to go-live with payroll on the targeted date but much of the configuration, including taxes and W2 set-up, was incorrect. We had to issue more than 350 W2c's due to a configuration issue that should not be possible to mess up (box 12 d shouldn't include employer match yet Kronos WFR allowed it to be configured in this manner; the Kronos installation team introduced this error while doing the initial configuration).
Poor follow-through in terms of resolving/closing tickets. Poor account management follow-through.
Very poor documentation and very little access to meaningful tutorials. We are no longer a direct customer of Kronos WFR due to the poor customer experience.
Also very little ownership and help between the Kronos WFR front end software and the back-end payroll processing (we used ADP and neither ADP or Kronos seemed to accept accountability for the reconciliation of the files, nor could they point us to someone who could help).
Also did not have a good experience with Kronos WFR "trusted partners" who are willing to configure Kronos WFR on your behalf, for $130-160 an hour. We found these consultants to be only slightly more knowledgeable than the Kronos WFR help-desk, however in many cases their knowledge was lacking, once again due to very little system documentation and lack of experience with the platform.
The software and value is very good. If you choose Kronos WFR, look into one of the regional payroll/HR outsourcing firms that uses Kronos WFR that is re-branded and sold as their own. You will get much better service, will have knowledgeable support, help with complex tax set-up, help with configuration/workflows, all for a bit less than what Kronos will charge you as a direct customer!
We transitioned to a local payroll company who runs the same (but re-branded) Kronos WFR. We did a complete re-install and found many more configuration errors. We are now much more happy with the local company who takes full responsibility for configuration and tax filings. We now have the all the benefits of a good HCM system, without the downsides of poor service experienced while a direct customer of Kronos.
All this extra support at a slightly lower cost than what we were paying Kronos and ADP (for back-end processing)!
No employee disruption during the transition either! We love our new vendor relationship!