For as much trouble as we had with the implementation, we have always been able to get in touch with someone to talk through issues, so that is something. We switched from ADP and one of the main reasons we chose Paycom was their service model. While there has been some turnover and our implementation team was not good at all from a project management perspective, the day-to-day service has been good. We don't have to "put in a ticket" like we did with ADP when an issue arises. We are generally able to reach someone via email or phone to go over the issue live.
Well, our implementation was pretty awful. Having been through this process before, I knew that there would be bumps in the road, but this was beyond any of our expectations. We chose to utilize Paycom's expense management solution and that was a terrible decision. We only lasted a few months before we had to purchase a new system to do expenses. The simplest user experience items were just not thought of (only allowing 10 line items per expense report, not being able to edit your expense report after it's been submitted, etc....I could go on). Every time we suggested something, it was like the first time they had ever heard of it and it would go into the "development request queue", which never seems to help.
One of the most frustrating aspects of the system as a user is that managers have 2 separate logins to the system. 1 as a Client Login so they can view their team's info and the other as the Employee Self-Service login for their own information. Our employees are really frustrated by this. While you can toggle between the two, they often get locked out, can't remember both passwords, etc. And, in order to give managers access to their team's compensation info, I had to create custom fields and re-enter compensation info. Paycom has coupled pay & hire date information with sensitive information such as Social Security Number and EEO information and that cannot be separated. You give managers access via granting access to specific forms and for some odd reason, all of that information is bundled onto the forms that contain the information managers SHOULD have access to.
PTO has to be "pulled" through a payroll in order for it to be deducted from accounts. It causes a lot of confusion among our employees who are looking for a very accurate picture of their accrual balances.
Generally, the system is very clunky. Everything is tied to these "forms" and it feels like you have to do 12 steps to get 1 thing set up. For instance, in order to give employees access to certain onboarding forms, you first have to create an onboarding checklist, then create a folder with the forms, then create a group that has access to that folder. It goes on and on. Again, we were not happy with ADP, but I would think twice about implementing Paycom again. They really need to up their game on user experience.
Think about what you need out of the system. It is generally OK for us as administrators (albeit clunky), but the employee experience is way behind other systems.
If you are an international company, I do not recommend Paycom. They do not support foreign currency at all.
We do not use their timesheets because we don't have hourly employees. It seems that a lot of Paycom's functionality is built around using timesheets (for instance, the accrual balance updates).