TriNet TrustReport - s2wmedia.techcontenthub.com

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© Copyright 2020 TrustRadius

TriNet TrustReportBased on 813 end-user reviews and ratings of TriNet on TrustRadius

Curated from End-User Reviews on:

© 2020 TrustRadius. All rights reserved. This publication has been licensed by TriNet. Reproduction or sharing of this publication in any form without TrustRadius’ prior written permission is strictly prohibited.

First published September 2020

Table of Contents

About This Report ................................................................................................. 3

TriNet Product Summary ............................................................................................. 4Product Description .......................................................................................................................... 4Product Features .............................................................................................................................. 4User Demographics ..........................................................................................................................5Users Recommended ...................................................................................................................... 6

Summary of TriNet User Feedback ..................................................................... 7Use Cases ............................................................................................................................................7Strengths ............................................................................................................................................. 8Areas for Improvement ................................................................................................................... 12

ROI on TriNet ....................................................................................................... 15

Aggregate Customer Experience and Feature Ratings ................................... 18Overall Customer Experience Ratings (1,687 Ratings) ............................................................18Feature Ratings (8,521 Ratings) ....................................................................................................18

Executive Interview .............................................................................................. 19

This publication has been licensed by TriNet. Reproduction or sharing of this publication in any form without TrustRadius’ prior written permission is strictly prohibited. For information on reprints, please contact [email protected]. TrustRadius is a trademark of T-Radius Holdings, Inc. All other trademarks are the property of their respective owners. The information contained in this publication has been obtained from sources believed to be reliable. TrustRadius disclaims all warranties as to the accuracy, completeness or adequacy of such information and shall have no liability for errors, omissions or inadequacies in such information. This publication consists of the opinions of TrustRadius’ research organization and should not be construed as statements of fact. The opinions expressed herein are subject to change without notice.

ABOUT TRUSTRADIUS

TrustRadius is the most-trusted review site for business technology, bringing transparency to the $3.7 trillion B2B market. We help buyers make confident decisions with in-depth reviews and ratings from real software users. Every reviewer on TrustRadius is authenticated and every review vetted by our Research Team before publication. We also help vendors engage and convert buyers by putting their customer’s voice to work, authentically and at scale. Headquartered in Austin, TX, TrustRadius was founded by successful entrepreneurs and is backed by the Mayfield Fund and LiveOak Venture Partners.

To learn more, visit www.trustradius.com.

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About This Report

Why read this report? This report is designed to help you make an informed decision about TriNet. It is based on 484 reviews and 280 ratings of TriNet on TrustRadius, the trusted review site for business software. By crowd-sourcing user perspectives, we help you to get a true sense of the product.

This report includes analysis of the types of customers (company sizes, industries, etc.) that use TriNet, what companies and users like most about the product, as well as areas for improvement. It also includes user perspectives on the ROI of TriNet.

Our methodology A broad sample of TriNet’s user base has been invited to review the product on TrustRadius. Reviewers were encouraged to provide candid feedback and had the option to remain anonymous. Nominal incentives were used to motivate responses from a broad spectrum of customers. All reviewers were vetted by our research team to ensure that they were legitimate customers and that their feedback was authentic and unbiased.

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TriNet Product Summary

Product DescriptionTriNet is a full-service HR solutions provider, management platform, and Professional Employer Organization (PEO) primarily used by small and medium-size businesses (SMBs). The platform provides a centralized database of employee information and core HR functions. TriNet emphasizes its ability to provide comprehensive, full-service HR services and act as a strategic partner for SMBs to deliver big company benefits at an SMB price. TriNet offers industry-specific HR solutions and compliance expertise for a variety of verticals, including financial services, manufacturing, nonprofits, life sciences, architecture and engineering, and technology companies.

TriNet provides a variety of HR solutions designed to encompass all HR processes SMBs require. TriNet’s solutions offer access to competitive benefits options, payroll services, risk mitigation, real-time technology and access to HR data, mobile accessibility, and employee self-service. By offering a comprehensive range of HR services, TriNet’s goal is to help small and medium-size businesses manage their HR needs and mitigate their compliance concerns.

Product Features TriNet offers a wide range of HR functions required for SMBs. In addition to these capabilities, TriNet provides HR expertise and support across business areas so that organizations have the information and guidance needed to stay in compliance and be competitive employers. TriNet’s HR services include:

y Benefits Options: TriNet offers access to a range of insurance and benefits options, including accident and illness policies and commuter benefits. It leverages its large base of small and midsize clients to offer benefits plans that are competitive with big-company benefits.

Score 8.5 of 10

(813)

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y Payroll services: TriNet allows businesses to manage their employees’ payroll and remain compliant with shifting tax codes. The platform offers direct deposit and debiting, W-2 management, payroll processing, and tax withholdings. It also includes employee timekeeping and leave management, such as PTO and vacation time, and expense management. TriNet provides a robust reporting system that allows administrators to create their own custom reports.

y Risk mitigation: TriNet supports employers’ efforts to maintain regulatory compliance across payroll, benefits, and other HR functions. Focus areas include payroll tax compliance, outsourcing fiduciary responsibilities for retirement plans like 401(k)s, and meeting evolving ACA compliance regulations. TriNet also offers guidance on best practices when managing other risks, including discrimination, wrongful termination, and harassment claims.

y Employee self-service platform: TriNet aims to reduce the amount of work for HR administrators by empowering employees to access and manage their own HR information and processes. Employees can self-service expense submission, benefits enrollment, time off requests, access W-2s, and update their direct deposit information. Employees also have access to a mobile-friendly TriNet app.

TriNet also offers more strategic HR functions at the SMB level. For example, TriNet’s platform includes an applicant tracking system to help businesses find and recruit top talent, which then transitions new employees’ data into the rest of the TriNet platform to minimize onboarding labor. Along with these capabilities, TriNet offers performance and learning management tools to support continuous professional growth and development.

User Demographics Based on reviewer demographics, TriNet is predominantly used by small businesses (75%), with a sizable minority of medium-size companies (23%) using the platform as well.

Enterprise (1,000+ employees)

Mid-size (51-1,000 employees)

Small (1-50 employees)

Reviewer Company Sizes

2%

75%

23%

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Trinet is used across a wide range of industries. The five most common reviewer industries are Computer Software, Financial Services, Information Technology & Services, Non-Profit Organization Management, and Internet Companies.

Users RecommendBased on reviewer feedback and demographics, TriNet is well suited for small to medium-size businesses looking to outsource the majority of their HR functions and processes to a third-party. The platform is also recommended for businesses in competitive talent industries, or that compete with larger companies for talent pools who value competitive benefits options.

Top 5 Reviewer Industries

0 20 40 60 80 100 120

Internet

Non-profit

IT & Services

Financial Services

Computer Software

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Summary of TriNet User Feedback

The following is an overview of the product usage, strengths, and areas for improvement based on feedback in the 484 reviews of TriNet on TrustRadius.

Use CasesTriNet is designed to centralize a companies’ HR processes and outsource their HR needs and compliance concerns. A large majority of reviewers utilize TriNet’s benefits plans and management services, as well as the platform’s payroll processing capabilities. Reviewers also use TriNet to help maintain regulatory compliance. About 50% of TriNet customers on TrustRadius use the platform as a comprehensive, full-service HR management solution.

“TriNet is used across our organization. We use TriNet for our employee benefits, vacation re-quests, payroll and HR support. They have helped us address employee issues as well as determining our benefits package and its costs.”

Lori S. HR/Office Manager Non-profit Organization Management 11-50 employees

“Trinet is our PEO and handles multiple aspects across the whole organization, including processing payroll, terminations, 401k and other employee- related items. It currently helps us manage the employee side of the organization providing ease regarding benefits, 401k and many tax and payroll questions.”

Darshane H. Accounting Information Technology and Services 201-500 employees

Jay A. Advisor

Marketing & Advertising 1-10 employees

“We are a small ad-tech startup. I selected TriNet be-fore we hired our first full-time employee to provide HRIS, low-cost benefits, payroll, compliance, and HR support. It became the backbone of our employee programs and financial tracking.”

Karan B. Head of Accounting - U.S.

Computer Software51-200 employees

“TriNet is deployed across the whole US organiza-tion. We use the payroll, HR and benefits capa-bilities. It has been a great tool as we do not have a full time dedicated HR function in the US yet, and helps us manage all the HR responsibilities through a single platform.”

https://www.trustradius.com/products/trinet/reviews

https://www.trustradius.com/reviews/trinet-2019-12-18-10-38-46




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Strengths1. Customer Support TriNet’s customer support and expert guidance across HR processes is its most frequently mentioned pro.

“Whenever I call support to get help with an item (including questions), it has never taken more than one (1) call to get the item resolved and questions answered. Knowledgeable and competent resources are just a phone call away.”

Dennis K. President Consumer Goods 11-50 employees

“We feel as if [TriNet rep] is an extension of our company in terms of the caring, professional-ism and breadth of knowledge she has about HR matters and her dedication to solving any issues we have and going out of her way to keep us happy makes us very satisfied customers.”

Verified User Manager in Human Resources Financial Services Company 51-200 employees

Chris C. Chief Operating Officer

Marketing and Advertising 51-200 employees

“Employees have access to online, email and phone support to answer questions. It has alleviated the substantial day-to-day support that was previously required to support our employees.”

Tara S. Director of Operations

Financial Services 51-200 employees

“The TriNet team has helped us administer the best benefits possible to our employees. They help us address performance-related issues and terminations when necessary. They help to keep us compliant with state regulations and the ev-er-changing HR world.”





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2. Payroll Capabilities Reviewers frequently mention TriNet’s payroll features, including direct deposit and automated processing, as key strengths of the platform.

3. User-Friendly InterfaceReviewers frequently cite TriNet’s user interface as a positive experience for employees and administrators, with an emphasis on the ability for employees to access and edit their own information.

“Payroll is great and very easy to process. PTO is easy to use, our employees and managers love the ease of it and the email notifications. My payroll admin from TriNet is very attentive to me and replies to my questions in a timely manner.”

Kimberly S. Human Resources Specialist Non-profit Organization Management 51-200 employees

“Auto Payroll Submission- nice to not have to go in and manually enter salary employee payroll every 2 weeks.”

Rena M. HR Manager Information Technology and Services 11-50 employees

Robert B. President

Computer Software 1-10 employees

“The payroll is processed in a timely manner, faster than we could do it manually/locally and is direct-deposited to our employees every pay period without fail.”

Joanne A. Comptroller


“TriNet is well suited to our company because they are easy to communicate with and our payroll specialist has the best personality and knowledge of payroll and she handles any problems we have efficiently.”

“The interface is really clean and friendly. I especially like the dashboard, which focuses on paycheck details (that’s what I usually visit TriNet to see). There’s no clutter, the sidebar can be easily expanded or collapsed, and overall every-thing is simple to navigate.”

Verified User Strategist in Product ManagementComputer Software Company201-500 employees

Ken O. CEO

Computer Hardware1-10 employees

“Online portal provides all the tools needed for management or for individual employees to access their payroll and benefits information.”







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“Ease of use with the web-based portal. For my millennial employees, it is absolutely necessary for them to be able to have access this way.”

Mark M. President Defense & Space 1-10 employees

Verified User Director in Human Resources

Environmental Services Company 11-50 employees

“Online portal: Employees have a profession-al-looking portal to log into and view their bene-fits, paychecks, etc.”

4. Benefits OptionsTriNet’s comprehensive benefits options for companies and employees are standout pros for many reviewers. In particular, SMBs appreciate access to a wider range and deeper selection of benefits offerings for their employees.

“TriNet provides small employers with cost- effective access to health and medical plans that would be difficult or expensive to obtain otherwise.”

Verified User Manager in Finance and Accounting Biotechnology Company 51-200 employees

“Benefits are incredible. I know from competitors of mine who directly source their own benefits packages and just outsource payroll that we’re paying 15-25% less for critical need items like Medical Insurance and can offer benefits like Disability, AD&D, Life that much larger companies than mine cannot afford.”

Catherine B. Chief Executive Officer Information Technology and Services 1-10 employees

Robert B. President


“The insurance, 401K, and other benefits are comprehensive and offer a very broad array of features that no small employer could hope to match on their own. It gives our employees all the perks of working for a Fortune-500 company at an affordable price. It has been great for employee retention and satisfaction.”

Linda A. Financial Management Consultant


“A major business problem it addresses is giving our employees a good choice of benefits, which was difficult for us to provide as a small company without going to a PEO.”







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5. Compliance ManagementReviewers frequently highlight that TriNet helps them maintain HR compliance. They appreciate TriNet’s account support when navigating unique compliance issues, particularly across state jurisdictions.

“Because we have employees in different states, TriNet is an excellent tool to allow us to have a compliant, professional appearance to our em-ployees, and keeps us compliant.”

Verified User Executive in Corporate Marketing and Advertising Company 1-10 employees

“It allows us to outsource our compliance reporting and maintains legal compliance across the many states in which we work.”

Julie H. Senior Vice President, Operations Information Technology and Services51-200 employees

Verified User Manager in Finance and Accounting

Food & Beverages Company 11-50 employees

“Whenever we have a compliance-related ques-tion, TriNet takes the time to do the necessary research and offers a thorough and clear answer. TriNet also reaches out if they see a potential compliance issue. This is all very helpful, as state and federal labor laws are often changing, and it can be hard to keep up.”

Verified User Professional in Finance and Accounting

Insurance Company 51-200 employees

“When we onboarded with TriNet we immediately had to take several actions to be in compliance with various states. We were surprised but at the same time grateful that we made the switch to TriNet as our PEO. Now we are confident that we will always be aware of and be in compliance with the various state laws and requirements.”





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Areas for Improvement1. Reporting Reviewers have struggled to utilize TriNet’s reporting, particularly newer customizable reporting capabilities.

2. Time Management Capabilities Reviewers have reported issues with TriNet’s time management capabilities. In particular, some reviewers have struggled to accurately input and process vacation requests and report on PTO allocations.

“If the HR reports could be customized into monthly or other requirements based on the company needs, it would be better. It can only be exported in payroll period or YTD, etc.”

Verified User Professional in Human Resources Internet Company 11-50 employees

“Their 'build your own report' doesn’t work well. There are tons of bugs in their created reports that are wrong on several levels.”

Verified User Administrator in Human Resources Information Technology & Services Company 11-50 employees

Dennis K. President

Consumer Goods11-50 employees

“I’ve not used the reporting very much, but I did find it hard to generate specific reports to help an employee get details on specific periods.”

Joanne A. Comptroller


“The only problem I have come across is when they change to the new payroll reporting system and they continue to make changes to the system. Some of the new reporting for I-9 is confusing to new employees.”

“Accuracy in information housed. I have had a hard time getting my company’s PTO time to update correctly. It does not calculate CO time correctly and it is not easy to update.”

Wanda C. Human Resource Manager Consumer Goods 11-50 employees


Computer Software Company11-50 employees

“I have had issues with our annual calendar with the option 'to cancel' a date not working well. I could only add a new holiday, not remove it.”







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“It would be awesome if TriNet had an inte-grated PTO/vacation system. Not an additional vendor who is partnered with TriNet, but a way to have employees track PTO and vacation with-in the TriNet system, to make an employee exit vacation payout easier to process, and to give the employees more visibility of their available time off in the system they are familiar with.”

Julia E. Finance Manager Computer Software11-50 employees

Chris C. Chief Operating Officer

Marketing and Advertising51-200 employees

“PTO time requests. Would be nice for PTO request emails to go to direct supervisor AND administrator for review and approval.”

3. OnboardingSome users have encountered issues with onboarding, especially around needing access to personal information prior to employees formally entering TriNet’s system. They have also lacked information on benefits options to share with candidates during the hiring process.

a

“When enrolling a new employee, TriNet requires us to input all their personal info into the system in advance of their start date. We found we typically do not have this data from the new hire in advance of their arriving at our firm, making it difficult to administer in time for payroll.”

Verified User Manager Architecture & Planning Company 11-50 employees

“There isn’t a pre-onboarding process built out for employees to enter in their profile information before their hire date. A lot of other PEOs have this feature.”

Jennifer P. People Ops Analyst Real Estate201-500 employees

Verified User C-Level Executive

Computer Software Company 1-10 employees

“Onboarding needs improvement (e.g. enabling employee self-onboarding without requiring a lot of personal information like their home address and SSN).”

Julia E.Finance Manager


“Sometimes I get questions from people who are still in the hiring process about the benefit packages that would be available to them if they accept our offer. There are not many resources to provide to candidates who want to see their benefit options if they are not yet an active employee with the open enrollment module.”







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4. PricingSome reviewers have particular complaints about TriNet’s pricing structure. Pricing per employee can scale up costs with business growth, and the model does not differentiate between contractors and employees, adding costs without the additional benefits. Note from TriNet: TriNet charges a flat fee per-employee-per-month (PEPM) basis, so your costs are predictable.

a

“It’s still hard to pay that fee per employee. We’ve wanted to bring people on as employees and offer benefits but it adds up quickly. I wish there was a lower rung fee or flat fee that’s not per person for a set time.”

Arianne S. Chief Operating Officer Marketing and Advertising 1-10 employees

“I would love to add our contractors to give us a single way to pay everyone. However, contractors are the same price as employees but with little of the benefits. The increased cost doesn’t make sense for us.”

Verified User C-Level Executive Computer Software Company 1-10 employees

Verified User Administrative Assistant in Human Resources

Automotive Company11-50 employees

“I would like to see some of the added features be free to clients. It would be nice to receive all plat-forms and classroom-based training on different topics at a cheaper cost or free.”

Verified User Employee in Finance and Accounting

Computer Software Company 51-200 employees

“TriNet has room for improvement on their cost per employee.”


https://www.trustradius.com/reviews/trinet-2019-03-03-18-00-28https:/www.trustradius.com/reviews/trinet-2019-03-03-18-00-28



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ROI on TriNet

1. HR Compliance Peace of MindReviewers have great confidence in their HR compliance without managing various federal and state-level regulations in-house. TriNet also reduced the time HR professionals spent performing manual compliance tasks.

“We have employees located in various states. TriNet is very good at keeping us informed of the varying employee regulations so we can ensure we are in compliance.”

Lori S.HR/Office Manager Non-profit Organization Management11-50 employees

“TriNet keeps us apprised of legal changes and helps us to remain compliant with general employment law.”

Verified User Director Non-Profit Organization Management Company1-10 employees

Verified User Executive

Marketing and Advertising Company 1-10 employees

“Peace of mind. I’m confident we are in compliance and don’t have to worry about it since TriNet is taking care of it.”



“We can stay within HR compliance. TriNet is very knowledgeable on State law and State HR issues for onboarding, offboarding, and any employment issues.”





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2. Competitive Recruiting Edge from Benefits CoverageReviewers report being able to provide more flexibility and higher quality benefits and coverage to their employees at a lower cost. For many organizations, this gives them a competitive recruiting advantage.

3. Increased Payroll AccuracyReviewers frequently identify improved payroll accuracy as a leading ROI point.

“We are a small professional services (software consulting) company that needs to hire and retain highly skilled staff who could work anywhere else - they are in great demand. TriNet lets us offer a competitive benefits package at an affordable price that lets us compete with companies that dwarf us in size.”

Robert B. President Computer Software 1-10 employees

“The cost savings on the benefits was twice the cost of the service.”

James P. VP Finance/HR Information Technology and Services 11-50 employees

Catherine B. Chief Executive Officer

Information Technology and Services1-10 employees

“We can provide highly competitive benefits at affordable costs making my company more attrac-tive to highly desired talent and retain the excel-lent talent I’ve already required. A huge boost to employee satisfaction.”

Verified User Director

Non-Profit Organization Management Company 1-10 employees

“TriNet has helped us retain employees who were looking for robust health benefit options.”

“TriNet has had a very positive impact on pay-roll accuracy, reliability and reporting.”

Bob S. Executive Vice President Information Technology and Services11-50 employees Luis D.

Chartered Accountant Health, Wellness and Fitness

1-10 employees

“With TriNet, we feel very comfortable with the payroll accuracy avoiding errors.”







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4. Time SavingsReviewers have saved time across payroll processing, recruiting, benefits management, and other HR processes.

“TriNet has had a huge positive impact on our payroll. It’s quick, simple, and easy to process time cards.”

Wanda C. Human Resource Manager Consumer Goods11-50 employees

Verified User Director in Finance and Accounting

Real Estate Company 11-50 employees

“Payroll accuracy has improved, as there is review by our Partners and they have caught a few incorrect items.”

“I am the sole HR employee and rely on TriNet for all transactional payroll & benefit needs; it frees me up to be able to contribute people strategies for my company (employee relations, performance management, employee training, organizational development, employee engagement, etc).”

Genevieve B. Human Resources Director Renewables & Environment51-200 employees

“Entering our time bimonthly is a breeze, I have no numbers to back it up, but it takes just sec-onds to enter it and move along to the next task.”

Arianne S. Chief Operating Officer Marketing and Advertising 1-10 employees


Biotechnology Company51-200 employees

“TriNet’s recruiting platform creates a seamless workflow between candidates, recruiting, hiring managers and human resources, saving significant time in managing the hiring and onboarding process.”

Verified User Strategist in Product Management


“TriNet allows employees to access their own infor-mation and help themselves, reducing the amount of time and energy our HR department has to spend on paychecks and benefits.”







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Aggregate Customer Experience and Feature Ratings

Overall Customer Experience Ratings (1,687 Ratings)

Feature Ratings (8,521 Ratings)

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Executive Interview with Dilshad Simons, Senior Vice President of Products

HR MANAGEMENT OFFERINGS FOR SMALL BUSINESSES USED TO BE LIMITED TO CORE HR FUNCTIONS, SUCH AS PAYROLL, PERSONNEL TRACKING, AND BENEFITS ADMINISTRATION. WHAT'S CHANGED OVER THE PAST FEW YEARS THAT ALLOWS PROVIDERS LIKE TRINET TO OFFER MORE ADVANCED HR CAPABILITIES DIRECTLY TO THE SMB MARKET?

HR has continued to grow and evolve as the needs of SMBs continues to change. Second, the world of HR regulations, which is increasingly complex and is moving at a dizzying speed for small and medium-size businesses. That means HR needs to keep pace with these changes.

Data is readily accessible and provides insights that can help drive business decisions. Up until recently, solutions that were once only available to enterprises are now also accessible to SMBs. These solutions impact small businesses in various areas, from banking functions to collaboration, to measurements, sales, and HR functions.

TriNet brings decades of experience as a leading PEO and we tailor our offerings to the needs of the industry segments. We offer world-class customer experience and access to experienced HR professionals. We offer access to comprehensive benefits that really, up until recently, only larger companies could have enjoyed. And of course, we provide a technology platform that delivers a broad set of capabilities through both the web and mobile applications. The last few months, as many SMBs continued to operate under extraordinary circumstances, our service team and technology platform were vital in helping our customers navigate the HR challenges that the pandemic has brought.

GIVEN THAT THERE'S THIS NEW RANGE OF CAPABILITIES THAT SMBS HAVE ACCESS TO, HOW SHOULD SMBS TAKE ADVANTAGE OF FUNCTIONS THAT USED TO ONLY BE ACCESSIBLE FOR ENTERPRISES?

One of the things SMBs are trying to do beyond running payroll, beyond providing access to great benefit options, is making sure they stay compliant with HR regulations. There are various elements to that. It could be just purely, "Is my system compliant? Am I getting the right advice?" But it's also about ensuring the right reports are generated to make sure you can measure compliance, or accessing insights about your workforce, or how they're getting paid, or what kind of benefits they're choosing, etc. That's one aspect of it.

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WHAT ROLE SHOULD SMBS EXPECT HR MANAGEMENT OR PROFESSIONAL EMPLOYMENT ORGANIZATION (PEO) VENDORS TO PLAY IN TERMS OF PROVIDING HR EXPERTISE? HOW DOES TRINET STRIVE TO SERVE THIS NEED FOR BUSINESSES?

Business leaders and executives in SMBs are experts in their respective fields. They may have started a technology startup, or they're the head of a hedge fund, but they're not HR experts. They don't have expertise in the HR field. And these tend to be fairly time-consuming tasks that can require knowledge and expertise.

So, most SMBs don't really have in-house HR professionals. And many actually rely on external advice, whether it's financial, legal, or HR, for functional expertise.

HR tech companies that are mainly software providers can provide help. However, software alone is not enough. Pure HR Software as a Service (SaaS) companies lack the depth and breadth of expertise that businesses require. As regulations continue to change or businesses are thrown into a volatile situation, companies need to focus on their core business while TriNet can provide the software platform and the HR expertise and help businesses navigate the complex world of HR regulations. So, we are trying to strike a balance between leading the automation and self-service aspect of HR technology while providing best-in-class customer experience with our service teams and vertical-specific HR expertise.

WHAT ARE THE MOST IMPACTFUL TRENDS HAPPENING IN THE HR MANAGEMENT MARKET? WHAT IMPACT HAVE THOSE TRENDS HAD ON TRINET AND ITS OFFERING?

Over the last five to ten years, there are three important technology trends that have impacted our innovation. They are: data, APIs, and mobile.

On the data front, information is key to our customers. They want to have access to the data to help give them insight into their workforce.

The second trend is integrations. Using our API, we can easily connect different software systems to the TriNet platform to form an ecosystem together. This means we’re constantly helping our customers use the pre-built integrations we provide or to find ways to integrate TriNet with other pieces of their technology ecosystem. For example, accounting and HR systems, especially the payroll functions, are intimately related. And TriNet has built integrations with various accounting systems to help make integration with our system much more seamless.

Similarly, we have customers or partners who want to use our API to continue to build these integrations. Most recently, we built and offered integrations around identity management. Whether it's Okta, Google, Microsoft, we integrate our HR system with leading identity management systems, and help customers streamline their business operations.

The third key trend is in the mobile space. Nowadays, in the PEO space, the mobile-first approach is becoming increasingly a core product strategy, and this especially applies to TriNet. Our customers have access to key functional capabilities through our mobile app, such as getting insights from the platform reporting engine, Workforce Analytics.

HOW WOULD YOU SEGMENT THE BROADER HR MANAGEMENT OR PEO MARKET SPACE FOR SMBS TODAY, AND HOW WOULD YOU DIFFERENTIATE TRINET FROM OTHER VENDORS IN THAT SPACE?

There are a wide range of product choices that SMBs are faced with. For example, there are

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enterprise technology vendors out there who may want to go downstream to offer solutions for medium-size or small companies in an attempt to work with these companies and grow their market. In the end, these vendors are fundamentally focused on the needs of the larger businesses. Oftentimes, these are systems that are created for use by HR professionals; people who are experts and understand the HR field.

A second category is very small professional employment organizations (PEOs) who lack the experience and technology support systems SMBs require but may have an offering in a very specific niche market or geographic area. Another category is standalone HR point-solutions. Often times, this is where a small business will find themselves spending time really cobbling together different solutions to address their needs.

A fourth category would be HR software-as-a-service. The self-service aspect is there, but for SMB’s, it is not purely about the technology that's provided. They actually have a holistic need for service and expertise as well.

So, the last category, of course, the fifth category is PEOs that focus on the needs of SMBs and offer a full-service solution. And TriNet is a leader in this group. Our industry-specific solution approach is unique in the PEO landscape. Each solution that we offer provides full-service HR tailored to the unique needs of SMBs in a specific industry, bringing HR expertise and a comprehensive technology platform together.

WHAT DOES YOUR CURRENT CUSTOMER BASE LOOK LIKE? ARE THERE PARTICULAR TYPES OF ORGANIZATIONS THAT TRINET IS UNIQUELY WELL-SUITED FOR? ARE THERE BUSINESSES AND INDUSTRIES THAT COULD BE BENEFITING FROM

MORE WIDELY ADOPTING TRINET?

TriNet's customers are SMBs. Our customers range in size from just a few employees to sometimes several hundred employees, or at times even more than that. TriNet today serves over 18,000 companies (as of 12/31/2019) and over 300,000 employees (as of 6/30/2020).

We support SMBs operating in the following sectors (among others): financial services, technology, professional services, not for profit or nonprofit, life sciences, and what we fondly refer to as Mainstreet. Mainstreet covers a number of different industries, from retail, wholesale, manufacturing, warehouse facilities, hospitality, etc.

However, as we work within these verticals, we even go deeper than that. For example, the needs and the ecosystem of a professional services industry—like architecture, engineering, or media and entertainment companies—vary based on the sub-industry they’re in. They may be using a very specific enterprise resource planning application. In this case, those integrations we talked about earlier come to play, where we're helping them seamlessly connect the different solutions that help them run their business.

TRINET REVIEWS ON TRUSTRADIUS OFTEN HIGHLIGHT YOUR CUSTOMER SUPPORT, BOTH IN USING YOUR SERVICES DIRECTLY AS WELL AS PROVIDING GUIDANCE AROUND THINGS LIKE BENEFITS ADMINISTRATION, PAYROLL, NAVIGATING COMPLIANCE ISSUES, ETC. FROM YOUR PERSPECTIVE, WHAT MAKES TRINET CUSTOMER SERVICE AND SUPPORT STAND OUT SO MUCH?

We have, essentially, an unwavering focus on delivering incredible customer experience every day, to every customer. It's our core value and it is in our DNA. We listen to our customers,

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we actively anticipate their needs and wants, and we formulate solutions accordingly. And, of course, one of the key elements of that is the team of HR professionals that provide our clients with access to industry-specific expertise. This is our key differentiator and sets us apart from other PEOs and helps us deliver exceptional customer experience.

These experts provide insights that help businesses make informed decisions. They help businesses stay ahead of regulations, employee relations issues, and really at the end of the day, provide peace of mind—especially as they continue to focus on growing their business

We believe having access to our experts is also key. Our 24/7 chat support further enhances the customer experience.

ON THE OTHER HAND, SOME REVIEWERS MENTION CHALLENGES THAT THEY'VE HAD WITH TRINET REPORTING CAPABILITIES, PARTICULARLY REGARDING USING SOME OF THE NEWER REPORTING FEATURES OR MAKING USE OF CUSTOMIZABLE REPORTING. WHAT SHOULD FOLKS KNOW ABOUT THE TOOL AND HOW WOULD YOU RESPOND TO ANYONE EXPERIENCING ISSUES WITH THE REPORTING TOOL?

Our Workforce Analytics is a critical tool that helps customers visualize their HR data and gain the insight they need to make data-driven business decisions. With the help of self-service tools and control features, our customers can generate and share insights quickly and securely.

We also recently introduced Scheduler that lets WFA users schedule any report in advance and customers using Scheduler have observed that they are able to save time required to run the reports, which is really important for our users.

Users getting up to speed or experiencing issues

with Workforce Analytics can get in touch with their account rep or can submit a feedback form from within Workforce Analytics, making the experience seamless. We also offer on-demand training that allows customers to learn basic and advanced WFA functionality.

GIVEN THE UNSTABLE ECONOMIC CONDITIONS THAT WE'RE ALL NOW LIVING IN, SMBS IN PARTICULAR HAVE BEEN FEELING STRAINED IN TERMS OF NEEDING TO ADAPT AND PIVOT VERY RAPIDLY TO UNEXPECTED CIRCUMSTANCES. WHAT KINDS OF STEPS HAS TRINET TAKEN TO SUPPORT YOUR CLIENTS THROUGH COVID-19 AND THE ENSUING ECONOMIC DECLINE THAT IT'S CAUSED?

First of all, TriNet quickly launched the COVID-19 Business Resiliency and Preparedness Center. The site is full of blogs, webinars, videos, and content on topics spanning from returning to work, to applying for Payroll Protection Program (PPP) loan forgiveness, to tax credit programs, and more. We have received great feedback from our customers about how timely and pertinent this information was. Our experts are continuously studying and analyzing the changing landscape around the HR space. And we are providing the necessary information in a consumable fashion so America’s small businesses can focus on what they need to do at this time.

Furthermore, many employees are facing a health insurance coverage gap. TriNet recently facilitated access to alternative health options in addition to COBRA and provided up-to-date information on recent legislation through TriNet’s COVID-19 resources.

When the Payment Protection Program loans and the deadlines associated with applying for those loans came around, we provided reports needed for these applications. And it was very telling because within literally two to three days,

https://www.trinet.com/covid-19

https://www.trinet.com/covid-19

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we saw a spike in usage and they became some of the most used reports inside the workforce analytics module. In addition, TriNet launched the one-stop resource for customers, featuring resources and treatment options offered by major health insurance carriers during the pandemic, including vital services, waived co-pays, lab testing, and telemedicine.

Last but not least, TriNet customers and their employees were able to access important information through the TriNet mobile app. For example, we introduced a company announcement capability. So during shelter in place, a company HR administrator could easily relay crucial information to their employees using the mobile app. Additionally we provided access to telehealth and the employee assistance program through the mobile app, helping businesses and their employees access critical HR information during these challenging times.

Documents

TriNet TrustReport - s2wmedia.techcontenthub.com