The software itself has a good workflow and is fairly intuitive - of course I'm coming from a software that was from the dark ages, so anything is better than what we had.
The implementation team is excellent - on top of things and willing to go above and beyond and answer all our questions.
I don't have to wait a long time to get someone on the phone if I need help. Training was pretty good, although scheduled as a series of shorter sessions (like a half hour each) which I thought was interesting. Shout out to Leah our trainer - she was flexible and very graciously worked through my questions.
The reporting is quite good, and the graphs and pie charts are very nice! This was something we really wanted and this has been satisfactory.
Customer service is polite and friendly. They tend to have a good process for resolving issues. There's a help database and a chat service which functions quite well.
They seem to be lacking some minor but would-be-helpful features and functionality. A coupleexamples: One, there isn't a built in spot for annual salary information on every employee's page (you get hourly or biweekly salary, though). This is a payroll software - that seems like a basic informational need for a payroll software. There is a workaround - you create a custom page and have to click to it for that info and I don't think you can pull it in regular reports.
Second thing - PTO is functional, but it shows up funny, showing used PTO hours from last year which is confusing.
Third, employees cannot edit direct deposit information which as added an additional step for me if any changes are required. They could in our previous software.
My overall sense from the interactions on these issues is the support team doesn't have much of a voice with their software development team. Due to that, they have settled into just using workarounds and suggesting those to clients. We have had to push a bit to get feature requests put in and have heard little to nothing about any timelines or confirmation that they are accepted.
Again, minor things, but in the initially purchasing stage, I asked the sales gal if the development team was active and took feature requests and I was assured they did. I also partly signed up because of the excellent customer service reviews, but have found that I have often had to follow up with the support team even when they say they'll get back to me.
Another note: I'm reviewing this feature APSHire separately from APSOnline as it feels like it operates separately.
One of their optional add-ons APS Hire is a fairly new offering. From my experience, it has basic functionality, a lot of which is wonderful. However, whoever is in charge of the software does not appear to have the man power and/or interest in making this system truly great. There are several things that severely affect the workflow for a company who wants to implement this for the full advertised benefits:
One being there is no way to hide salary information in the system, so any hiring managers signing in to leave interview feedback or view their pipeline would be able to see any discussions applicants are having regarding salary and benefits. I asked for this relatively simple feature request and it was excluded from their coming release. Of course, I understand if the team has a different direction they are heading, but I was still disappointed. This has kept my process quite manual in terms of getting hiring manager feedback.
Also the offer letter process within APSHire is less than ideal. There isn't documentation - the trainer hadn't really had anyone use it before and it was a process of trial and error to figure out (mostly on my own) and involves more manual work than I feel should be necessary for a software that is supposed to increase efficiency. Due to these issues, I still have to continue to share and store a lot of applicant documents outside of APSHire, however, this is liveable as I had an almost entirely manual process previously.
We are solving efficiency and accuracy issues across the company. We have realized the benefits of having a more intuitive system and much better reporting. Payroll tends to go faster, due to some of the workload being transferred back to managers instead of our Bookkeeper. The system doesn't require much training on the employee side and has even more functions than we end up using (but gives us possibility for the future).
Overall, I think APSOnline is a good solution. I don't regret working with them.