If I'd continued utilizing their payroll service only, I would probably still be a satisfied customer. However, the implementation of Time and Attendance (T&A) has left me extremely disappointed in Paychex as brand. It clearly feels like Paychex purchased/developed T&A with no true thought about how the products would work together. For products that are supposed to be "integrated", I spend a lot of time adding things in Payroll then linking in T&A.
The implementation representative kept pushing for us to go live, even though I insisted I would not move forward and have the staff interact with system until issues had resolved. What was even more disappointing that she didn't seem to care or understand my concern. Rolling out a personnel product that has obvious issues extremely diminishes employee buy-in. Her concern was moving it from implementation to live.
The Payroll team does not know what the T&A team do and vice versa which leaves the customer in the middle of trying to sort it out.
We went live with T&A in April and with every payroll we are more disappointed in the integration and instead of complaining to the representatives, will be looking for a new service provider.
(1) while time and attendance indicates overtime it creates an error when pulled over and has to be manually calculated within payroll, (2) while time and attendance indicates unpaid leave it has to be manually calculated, (3) while time and attendance reflects job allocation it became unassigned in payroll, (4) creating/saving reports is fairly useless since you can't edit the date range later, it's permanently based on the date(s) when creating the report.
As a payroll provider, Paychex does what it is intended to do. However, it you're implementing other products, please do your research and talk with references that are using the product.
We needed a tool that would automate the salary allocation and directly import that information into the accounting system. While Paychex Flex does do that, the issues that we have and the work arounds we perform to get to that point the benefit is highly diminished.