"Poor customer Experience"

I can honestly say that I have never dealt with such an unresponsive company. In sales mode they are great. In service mode extremely poor.

It has taken over a year to get an upgrade and I am still waiting for the installation. All very nice people, but that's about it.

"We are starting to roll out TMS very …"

We are starting to roll out TMS very quickly on site and are developing the system as we go.
I have had to make numerous calls to the Helpdesk for lots of reasons and fortunately or unfortunately James has picked up the majority of the calls. He has always been very helpful and if unable to answer questions at the time of the call, has responded via email very quickly.
Thank you everyone but please note we are still in the early stages of roll out and I am sure there are lots more questions still to ask!!

"I emailed the support desk with a …"

I emailed the support desk with a question and was promptly called by a service engineer who talked me through the solution to fix my issue.
10/10
I wish all help desks were this helpful.
Thanks
Mark

"Great Service"

I logged a support call via email on Bank Holiday Monday and received a response the following day, with clear and concise instructions on how to resolve a problem with user access. I followed the instructions, receiving a little further assistance, which I received promptly, all support issued now resolved and ticket closed.

"Couldn't live without Mitrefinch!"

We have TMS, Flexipay with e-payslips, HR Manager and Employee Self-Service.

One of the things I like best is the interconnectivity of the software. We used to have several different softwares for the different sections of HR and Payroll and were constantly manually entering information several times into different systems. Now if it’s in one it’s in them all, less room for human error. I also love how I can automate and customise pretty much anything through field calculations, reports and overnight server processes. I’ll mention a few of these as I break down the different components below.

Implementation has always been a good experience for me, we’ve had TMS for a long time and as we’ve bolted on the different modules and upgrades the implementers have always been efficient, friendly and good at their job. We have gold level maintenance because we run 13 sites around the country and if out biometric clock machines go down we need them up and running asap. The Mitrefinch engineers always come same day or next day and fix the machines promptly, it’s usually just a worn keypad that needs replacing but it’s good to have that peace of mind.

Right, so the different modules;

TMS
The heart of the operation, all the clockings, holiday and absence info, shift patterns and other fun stuff lives here. We have a weekly payroll with 1000 people and a monthly payroll with 450, so TMS needs to work for me. We have a ridiculous amount of differing shift patterns, shift allowances, attendance bonuses etc, from 08:00-17:00 for the office staff to 4 on 4 off rotating days and nights for maintenance. TMS flags up anomalies (overtime, absence, missed clockings etc) and the managers are tasked to clear them each week before the payroll. Once anomalies are clear we lock the clock cards and run our check reports to flag up anything the managers missed. Then we simply export the hours and allowances and expenses etc out of TMS and into Flexipay. And that is payroll mostly done for the week save for inputing pay adjusts and processing starters and leavers.

I also use TMS to set up automatic reports for various managers, agency hours, overtime reports, absence reports, headcounts etc, there’s always something the managers want and to be honest it’s easy to report on almost anything on TMS, HR Manager or Flexipay. Everything from TMS is stored on SQL databases so I have been able to create some impressive spreadsheets and productivity dashboards that pull live information from TMS.

HR Manager
HR Manager is pretty much just a database, enabling easy storage and access to employee files, sick notes, appraisals, training documents and training needs, job details, event records, inventory, pay details etc etc. The list goes on and on. You can create tables and list to store pretty much anything and everything HR related. There’s even a recruitment module but I don’t have that bit yet. We are in the process of transferring all employee files from paper to digital and HR Manger makes them all easy to access. Managers can be given different levels of access to HR, they could see disciplinary history or other managers notes, or they could just use it to record absence calls and carry out return to work interviews. A newer feature that I like is that when an employee clocks in after a period of absence, a Return to work instance is generated on HR Manager and an email is sent to the employee’s supervisor telling them they need to do the return to work interview.

Flexipay
Flexipay is currently the only bit of the package that is not on a central database for security reasons – although apparently this will change soon as SQL security protocols are much better than they used to be – but you can still type a new salary into HR Manager and it will instantly appear against the same employee in Flexipay. You can set up the same functionality in the other direction too if needed. I hate repeating the same things over and over so only inputting a new starter or other new information once and watching it populate across the system is cool. Flexipay is a godsend with HMRC, it does all the tax and NI automatically, RTI is a breeze, and month-end PAYE and year-end submissions are all done for you. It has all the AOE parameters set up in the background, and the sick diary makes SSP very simple. I can’t really say much bad about Flexi, it does everything. I bought the p11d and benefits module, and that’s very straightforward too, it handles all the p46(car) submissions which saves me navigating that awful HMRC website, and it sorts out p11d at the end of the year. Payrolling company car benefits in kind will be mandatory from April 2018, so I’m not sure if that functionality will be built into the standard Flexipay by then (I assume so), or if you will still need the extra module. E-payslips and P60’s are easy to export and upload to TMS so employees can view them in Self-Service.

Employee Self-Service
This has probably saved HR and Payroll more time than anything else in the last few years. It’s basically a website where employees log on and see whatever you want them to see from HR and TMS. We let employees see and submit changes to their own personal details and emergency contacts/beneficiaries. The change request then go through to HR who just accept the request to have the details automatically update on the system. And since we went paperless with payslips, all employees need to access self-service, be it on a phone or tablet or on a computer put aside for the purpose in the workplace (for those phoneless, computerless stubborn old people!). Employees can also put through holiday requests which send an email notification to their manager who then goes onto TMS and accepts or rejects the holiday. Managers can easily see who else is off at the same time, or you can set the system to not accept any more requests once a limit has been reached for a particular department. All this saves us ridiculous amounts of time and paper with payslips, personal details forms, P60’s and holiday forms all becoming a thing of the past. Employees can also see their own clock cards, which has cut down on the number of pointless wage queries. We had to go through all the expected arguments and complaints and trials surrounding moving to a paperless system, but now that it’s up and running it’s well worth it.


Right I need to stop now… sorry for waffling on for so long. FIVE STARS!

"We have been using TMS programme for …"

We have been using TMS programme for the past 15-20years. It is excellent programme and any time we need support with the programmes
or any other tailor made reports we were given help then and their.

"End of Year Entitlement"

Spoke with Graham Taylor, Support Analyst who went out of his way to help and support an issue with regards to Year End holiday carry over. Lots of movement within our Team and I was not aware of the processes that were involved to move the holiday year over to 2017. Graham was fantastic, very support and talked me through the whole process then emailed me everything we spoke about and gave bullet points for me to follow. Thankfully all has now been put right with the help of Graham.

"5 Star Customer Service"

Having been a customer with Mitrefinch now for over 3 years its difficult to remember a time before them. Be it via telephone or e-mail the helpdesk point you to where you need to be.

"Mitre Finch Support"

Excellent fast friendly and knowledgeable support from 2nd line analyst called Philip Wheatley.

Could not fault the service and would highly recommend.

Issue was solved within half a day; communication was great all the way.

"Great Support"

Great Support from Graham Taylor