"Honest Review"

If I could have given 3.5 stars I would have. Initially we had a lot of teething issues with the system and support. It has taken the better part of 2 years to get the the system to where we want it to be. I think the most notable improvement lies with Support. They have launched a new Portal which is much more efficient and lets me keep a good track of the issues I have raised. The system is fit for purpose. I would say the biggest difference we have seen is with the holiday booking system 'Self-service'. This has really streamlined our processes and saved staff time. Our Manual timesheets have now been eridacted thanks to the 'clocks'. I find TMS, HR Manager & Self-service easy to use and navigate. We also have the Flexi-pay system which works well. Overall I wouldn't say it's been a great experience but it certainly hasn't been a bad one. Implementers are extremely good at their job and very kmowledgable.

"I use Mitrefinch to process Payroll and…"

I use Mitrefinch to process Payroll and although there have been some problems with the system, Mitrefinch have always been friendly and helpful in solving these issues.

"Mitrefinch Review"

Impact Ltd have used Mitrefinch for a number of years now for security access, Management, HR and Accounts teams to help with our very busy operations.

There is excellent IT support if required but we do not use this very often as we do not come across many problems in using their systems/products.

"so Much potential!"

The system has so much potential to do exactly what you would ever want, but everything is pretty much done bespoke for you. Each consultant that comes pulls apart what the last one did and has a better way of doing it. It takes a long time to get project time planned in and is relatively expensive for consultancy days which you need to set most things up. The system design isn’t the best user experience in the online version, always feels you have to click and scroll so much. The database version looks very dated by feels more usable. The support service is often quick to respond and generally good at talking through how to fix things. There are extensive user manuals but as you have to have so much set up it doesn’t always relate or make sense.

"As soon as we can, we are leaving.........."

We have been with Mitrefinch for many years. They used to provide a fantastic service and were there when needed. They were indispensable.

Over the last 6 months, this has changed a lot.

They now respond to our issues only when they see an opportunity for some more money and every time this happens, they always apply high-pressure sales tactics and always want their order signed before a certain date otherwise they are charging you 30% more. We have had 3 different account managers inside 10 months.

Gone seem to be the days when our account manager provided actual knowledge and support, we are now fobbed off with the support desk that never responds inside the SLA time and closes off tickets without resolution.

Would advise avoiding, they are a shadow of their former selves.

"Dont Purchase from these cowboys"

Many here have stated very similar views, that Mitrefinch sales people are very good at getting a deal over the line and impressing in person, but they almost immediately let you down after this.

The implementation team that attends from then seemingly lack knowledge and professionalism. They seem to stay for 4 or 5 hours but you are then billed for a full day. They then leave you with a half baked system and then say you will have to buy even more days in order to complete the work that was originally sold.

At this point, we complained and it went around and around on emails for almost 2 months before i received a response that i was going to have to now pay for more consultancy days in order to get the software to any kind of useable state.

We witheld our final payment in protest that we had been sold a piece of software that did not work as it was sold and only then did this get someones attention.

During all of this our "Account Manager" who sold the system was totally disinterested and just forwarded any queries to other people. In our initial sales process this chap was a bright and vibrant man, as soon as the deal was over he just agreed that all these other areas of the business are failing.

Since this disaster we have looked at other providers which seem to be much more modern looking and professional. I have colleagues that have used Mitrefinch in the past and said they were very good, however i learned from the project team they have recently been taken over by a new senior team and the business is a mess internally. Avoid!

"MITREFINCH - FLEXIPAY - UK OPERATION UNACCEPTABLE"

I run a small accountancy practice and we operate a number of limited payrolls for clients. All in all no more than 30 employees over 9 or 10 companies. I have used flexipay via Mitrefinch,(UK) in one incarnation or another, for more than 25 years, to deliver a basic payroll service.

Whilst I have noted a number of new service providers over the past few years, many of which offer what would appear to be a comparable product at a cheaper price, I remained with Mitrefinch - (1) out of loyalty, and (2) as our subscription period runs on a calendar basis and switching during the tax year is not without problems.

Mitrefinch have long had the annoying habit of sending through emails looking for contract renewal some 3 months in advance of the due date and over the last couple of years I have duly ignored these as I have had to prioritise. By the beginning of December I was ready to look at my renewal and opened up my email. The contract listed a number of services that I do not use and never have used and showed a renewal cost of over 125% more than the previous year. > ONE HUNDRED AND TWENTY FIVE PERCENT!!!

I assumed there to be an error, that Mitrefinch had wrongly considered I had signed up for a number of their offerings, that a 'phone call would clarify and that matters would be resolved. The seemingly incorrect information provided on the renewal contract did not throw me as the previous month I was called by what I believe to be a Mitrefinch sales rep., who requested that I take part in a customer census after asking in the first instance to speak to my partner - someone who had passed away more than 16 years previously.

Anyway, to get to the crux of the matter, I have been advised by Mitrefinch, initially by a salesman and today by my account manager, that nothing can be done and that the new price stands. I had asked for consideration due to the longevity of association and so that we could at least get to the end of the tax year but to no avail.

The reasons given for the enormous price hike are generic and nonsensical (reviewed our price structures, a need to invest in our product/ development/ people, etc.) and a review at Companies House indicates a reasonably successful operation.

All then that I can surmise is that either they do not want or are unable to adequately service small businesses. The surprise for me was that they could be so cavalier given the length of the relationship and would not deign to compromise.

I shall communicate this appalling experience to as many of my friends, colleagues, business associates, clients and any other readers as I possibly can in the hope that this company and how it operates is properly exposed.

"I wouldn't recommend Mitrefinch"

As others have mentioned Mitrefinch are very good at sales, but when it comes to support they're extremely poor and unresponsive. We've had many issues that just drag on unresolved for months.

Our current holiday entitlement issue still isn't resolved after paying £840 for an implementor to attend site in March and write a new calculation. We've had 3 months of employees complaining that their entitlement is incorrect and not being able to book holidays on the system correctly.

I'm constantly chasing Mitrefinch to try and get some help, I've lost count of the amount of managers this has been escalated to. We get no reply to emails and the support team rarely answer the phone, they have no call handling system so the call just drops after a few minutes.

We moved to Mitrefinch after receiving extremely poor support from our last T&A provider. Mitrefinch are no better, I wouldn't recommend them.

"They over promise and under deliver"

We invested in Mitrefinch after seeing good trust pilot reviews and speaking to another client. I have to say our experience has not been good and I would not recommend them to others. The customer service and support has been inadequate, and their technical team seem under resourced. There are constant problems and every week something new crops up, so 3 months of using flexi pay and I don't feel like we are making any progress. The efficiencies we were hoping for have not materialised. I really hope this changes, but I have lost all confidence at the moment.

"Top Class After Sales Service"

The customer service we have received from Mitrefinch has been of a really high quality. We had some bespoke software written about 5 years ago to provide a link between our ERP System and the Mitrefinch Shop Floor Data Collection / Time & Attendance Modules. Fast forward 5 years and we currently have a project to update the ERP system to the latest version and the ERP software developers were having problems getting the Import / Export Routines to function correctly. I wasn't very optimistic when I contacted Mitrefinch support for some help but I was pleasantly surprised when their support guy took a real interest in the problem and ultimately solved it for us (Thanks Sean). It was also good to find that the same guy who wrote the original bespoke software for us was still at Mitrefinch and available to assist if required. Many companies in the IT game change their staff like other people change their socks so well done to them for hanging onto their staff and providing that all important continuity for their customers.

All in all an excellent experience and well worth 5 Stars