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ADP TotalSource Review: Best PEO for Customer Service

ADP Total Source
Credit: ADP

After conducting extensive research on professional employer organizations, we recommend ADP TotalSource as the best PEO service for customer service in 2018. To understand how we selected our best picks, you can find our methodology, plus a comprehensive list of of PEO services, on our best picks page.

TotalSource is the professional employer solution offered by ADP, a company that specializes in HR outsourcing and human capital management. TotalSource represents more than 500,000 employees nationwide, making it one of the largest PEO services we reviewed. It's a flexible service that can work with businesses of any size and provides one of the most robust PEO services offerings of any company we reviewed.

Here's why:

Flexible pricing: ADP TotalSource can tailor its solutions to meet your needs as a small business. While there is no employee minimum requirement for the PEO service, ADP will also work with your business to find the right package of services for you – whether that involves payroll, risk management, HR outsourcing or benefits offerings. TotalSource charges on a per-employee basis for its PEO offering. If you choose an ASO or HR outsourcing option, your pricing structure may be different. The benefit, however, is that this service is tailored to grow with your business – if you start using ASO services, you can eventually upgrade to the full-fledged PEO offering.

No long-term contract: ADP doesn't require businesses to sign a long-term contract. That means you can sign up for the service and cancel at any time by providing 30 days' notice. The contract structure allows for small businesses to stay agile as they grow.

Web-based payroll software: ADP provides clients with a web-based payroll software and a mobile app for time and attendance management. Many companies we reviewed offered web-based payroll software, but ADP was among the few best picks that offers a mobile app as well. This allows for workers to clock in, submit paid time-off requests and manage hours while on the go.

Accreditation: ADP TotalSource is accredited by both the IRS and the Employer Services Assurance Corporation, meaning it's at the top of the PEO industry in terms of financial stability and services offered. Not every company we reviewed was accredited by one of these organizations, let alone both. However, most of our best picks are accredited by both organizations. This level of accreditation verifies that ADP provides solid services.

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ADP TotalSource has one of the most robust service offerings of any company we reviewed. From payroll process to benefits administration to risk management services, this company can provide you with the tools you need to succeed as a small business. TotalSource offers a team of experts in each area of service as well as 24/7 support via phone, email and live chat. In addition to this coordinated effort and support channels, ADP TotalSource also offers:

  • ACA documentation
  • OSHA compliance
  • Handbook and policy development
  • Termination and dispute assistance
  • Federal and state tax and labor law compliance
  • Safety training
  • Risk management materials
  • W-2 administration
  • Payroll processing
  • Custom benefits solutions for your business
  • 401(k) and retirement programs
  • Employee wellness programs

One area where ADP shined was customer service. We interacted with ADP's sales team posing as a small business owner via email, live chat and phone. On all three avenues, ADP's sales team was not only helpful in informing us about ADP's services but also informing us about the PEO search process.

ADP was one of the only companies to send us a service brochure outlining exactly what was included in the offering. They also gave us advice via phone about what to look for in other PEO services, how company benefits plans are usually structured and other information about partnering with PEO services.

At no point did a company representative push for a sale. ADP TotalSource's support team treated us as if we were a valuable customer, even though we hadn't even signed up yet. For these reasons, it earns our best pick for customer service.

  • Support: ADP offers multiple support avenues, including email, live chat, phone and FAQ pages for quick reference. These options are all in addition to having the direct numbers of your HR consulting team, which can provide input on everything from payroll issues to developing a company handbook.
  • Employee training: ADP TotalSource offers both virtual and on-site training for your workforce. You can tailor training sessions on a variety of topics, like risk prevention, to your business. Or you can opt to require employee training all through virtual and online training seminars. The training services are another aspect where ADP's size benefits small businesses.

ADP's size is both a benefit and a drawback, depending on your needs as a small business owner. Because it's such a large company, there is a potential your business could feel lost in the shuffle. However, our interactions with ADP representatives did not reflect this presumption at all. They were all helpful and caring about our experience as a small business owner. The size factor isn't something to be worried about as much as it's a potential problem to keep in mind as you search for the right PEO.

There is also a required salary minimum for using ADP's PEO services. If your business doesn't meet this minimum, however, you still have the option to enroll in ADP TotalSource's ASO services. This model offers similar services to the PEO model with a different type of agreement. Depending on how small your business is, you may be better off starting with an ASO offering and then upgrading as you grow.

Ready to choose a PEO solution? Here's a breakdown of our full coverage:

Matt D'Angelo

Matt D'Angelo is a B2B Tech Staff Writer based in New York City. After graduating from James Madison University with a degree in Journalism, Matt gained experience as a copy editor and writer for newspapers and various online publications. Matt joined the Purch team in 2017 and covers technology for Business.com and Business News Daily. Follow him on Twitter or email him.