CDW vs. OneSource Virtual

CDW is a good place to go for a large selection of competitively-priced goods to purchase directly from their web store, but customer service is still lacking, even after all these years; look at various review sites online. Management appears to still be out of touch, or possibly as high as the executive level?

If CDW doesn't value our business (and we're an SMB, so not a big juicy account that they're sure to court but we do conduct tens of thousands of $ per year range), there are several alternatives. I need to be convinced otherwise as most account reps themselves are great, but that's the end of the line on customer service for u.

OSV uses tickets/cases for communication, which makes it easy to open and monitor the status of transactions. They are great at net pay processing and filing taxes. If things are not moving along, you can reach out to your Tax Specialist or Customer Success Manager, and they can help escalate concerns. It sounds like they are rearranging their tax filing department so they can facilitate quicker resolutions, so I hope that benefits their customers. They are also interested in reaching out and making things right for the customer. Their Knowledge Center online could use a re-vamp. The search function is not useful at all, and I have a difficult time finding forms such as ACH Reversal form, or the Stop Payment form.

Incentivized

• Website is very convenient and easily navigated.
• Quotes are always competitive.
• The range of products and services that they provide is outstanding.

Incentivized

• Payroll Processing - we never have late payments.
• Education - I can ask a question like, "why did this pull into retro" and I will get a quick and accurate response.
• Always improving - OneSource Virtual is always improving processes and the teams are getting better at what they do.
• Garnishments - a garnishment team is a well-oiled machine, they know their role and do it well.

Incentivized

• High staff turnover.
• Small organizations are treated as second-class citizens.
• Seems to have an agenda based on what their vendors are offering them for incentives.

Incentivized

• We receive far too many emails from our cases. They send three just to start with.
• Better knowledge of the tax deferrals due to Covid19.
• A better reminder of when your contract will end. They spring it on you at the very last second and then you cannot look outside of OneSource Virtual because you need coverage.

Incentivized

I do feel they are a great extension to the payroll service

Incentivized

Have had no issues with getting what we need from this service

Incentivized

Overall, we receive great customer support from OneSource Virtual. The only real hiccup we have had has been around taxes and response times. We had a longer than expected lag in cases regarding notifications from the IRS-which are very important and have to be answered timely. We were able to resolve with SDM but didn't feel that we should have had to escalate.

Incentivized

I would say the benefit we had was that we engaged OSV as our Workday implementation partner, therefore, the rest was seamless.

Incentivized

CDW is able to offer a 'one-stop shop', for all your needs in your IT organization. This makes it very simple to pick up the phone and call just one person, to get something ordered or a request to meet a vendor initiated. It also makes it very simple to call one person, when something goes wrong and get assistance.

Incentivized

The level of support and flexibility of OneSource Virtual is far superior to my experience with ADP. They are readily available to assist with troubleshooting as well as day-to-day needs. ADP was difficult to get in touch with and had a box product that required our business to conform to instead of being able to flex to meet business needs. OneSource Virtual has a deeper platform than Paychex, however, the level of customer support is equal.

Incentivized

• [OneSource Virtual] saves me time by preparing all of our tax filings [so that] I can focus on more of the review and analysis of our payroll costs
• Once I run the payroll complete process, [OneSource Virtual] takes over the settlement process giving me one less thing to worry about
• [OneSource Virtual] has allowed us to keep our overhead costs low, allowing the company to use those savings on other initiatives while the company grows

Incentivized