Ciphr Reviews 10

One of my companies uses Ciphr, and my first paycheque they got my DOB password protected payslip wrong. I have done all the combinations and cannot get into my payslip. I know it’s Ciphr’s error because I haven’t had this issue with my other company who uses the same method.

Update from CIPHR: Good Afternoon (REDACTED),
Hope you're well.
We’re sorry to hear you’re experiencing login issues.
Unfortunately, we’re unable to resolve this directly, as we provide support for the payroll product but do not process your payroll or manage individual account access.
Please contact your payroll department for assistance with your login credentials or account setup.
They’ll be able to help you resolve this issue promptly.
Many thanks
Customer Care.

So it’s my useless payroll staff?

If only I could give no stars. I'd call them 'appalling' but that would be a compliment. As other users have mentioned, the customer service is abysmal - weeks for a response is not unusual, and attempting to contact them is a waste of time - they don't answer the phone, and no analyst is ever available via chat, the chatbot says 'offline'. The account manager is never available. There are no SLAs, dashboard, timelines - I fail to see how they're still functioning. Very overpriced. I am hoping to convince my organization to go to SF or Workday.

Transitioned to CIPHR a year and a half ago, the HR system is ok, highly configurable if a bit clunky, and feeds automatically into the payroll system which we wanted. The payroll system is a bit antiquated and a separate program, but it works well. Implementation consultants were great, really understood how we wanted to use the system and that part went very well. The project manager was awful however and caused a lot of unnecessary delays in the first year. Because of this, and CIPHR underestimating what would be needed, a year and a half later we still have a raft of unresolved issues with functionality. In particular we are unable to use the onboarding system which we have been paying for since day one. Customer service following implementation has been non-existent, you basically have to raise a “ticket” with the general customer care team who are nowhere near as experienced as the implementation consultants and are extremely slow at responding (weeks not days), if they respond at all. There is a rep to co-ordinate, but we have had three different ones in six months and none of them seem to have any technical knowledge or have any agency to get things done. The standard response to us chasing has been to threaten us with additional fees, we have had to push back on this because the functionality we are missing was part of our original agreed set up. One process promised at sign on is dependent on a system update that may or may not be coming in the future. Upshot is that we use the system, it is not exorbitant in price compared to some others, but with hindsight we wouldn't pick CIPHR again. Unless the customer service considerably improves, it also won’t be a long-term solution for us. Advice for anyone considering signing up - be very clear about how you need the system to work at the outset, get everything confirmed in writing, and be prepared to chase.

Applied for advertised jobs for which I am 100% qualified - they haven't bothered to respond.
Their Linkedin posts have the cheek to cite statistics about candidates being unhappy if they get no response in 4 weeks - yet they totally ghost applicants.
Wouldn't want to work for such an unprofessional company anyway

The system is consistently frustrating, particularly with the HR system. Attempting to contact customer service for assistance often fails to resolve my issues. I'm frequently left waiting for their response, which can take weeks. However, transitioning to Workday was undoubtedly the right decision for our company.

Ciphr has been good for managing all of our employees information and employees are able to manager their own details sufficiently on the system.
We had a few issues before but this all changed when Zee Ullah came onboard as our new Account Manager, our queries are now being solved on time and problems are getting resolved more quickly.

We had our Ciphr upgrade to version 9 in December 2022. We'd also had a productive System Optimisation meeting which helped us review some key elements we wanted to make immediate changes to. We're still waiting for one of those to be actioned. There was also a system issue that prevented letters from being automatically generated which had an immense impact on preparation of letters for majority of staff in January. We are also now still awaiting response on a critical error we identified in a report we created week before last. It impacts announcement of our quarterly company data, so we really hope we receive update this week.
We had another request to improve something be impacted by delay in response from Ciphr after we supplied required information.
Ciphr's ability to respond to some business-critical requests is one we're still not reassured about.
On the plus side we had a very productive initial meeting with our new our Strategic Account Manager. They filled us with confidence that we can be hopeful that the review of structures and ways of working in Ciphr is genuinely geared at making the system more aligned to respective client needs as much as possible.
And three members of Ciphr Customer Care team were very helpful at various points across December and January this year.
Summary: we are hopeful that we will make progress on a number of fronts by May which will help us feel more reassured in the revised service we're receiving.

ciphr has so much to offer, but isn't quite hitting the nail on the head. The end to end employee life cycle, including recruitment, exit and learning can be managed from one platform with one supplier but with teething issues. The expectation that the customer is to configure all elements is fine but support needs to improve to enable the customer to quickly mobilise and implement changes. When there are issues it just takes too long to address. Overall system that has a lot to offer making employee management easier to do, teething issues need to be ironed out to improve experience for the teams managing and using ciphr.

Ciphr has been great for managing all of our employees information and allowing employees to manage their details in a self sufficient way as well.
There are a few points being worked on with the Ciphr team to help improve our use of the system both for HR and iRecruit but the team have been really supportive and informative at every point.

We wanted to be able to give our staff and managers the freedom to be able to manage their work life as they needed to without having to run everything by HR - the self service function has enabled this and within the first day of our launch we had over 90 employees log in and make changes to their records.
All in all a brilliant system and is valued by those that use it!