Mitrefinch – an Advanced company
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Mitrefinch is a one stop shop for managing your workforce.
We offer time & attendance software (including biometric and self service), absence management, HR management software, Rostering software, time allocation and job costing, payroll and access management.
So why not get in contact with us and see how we can make your HR department become more efficient and save time and money on costly processes.
Reviews 136
Jenny
May 01,2019I 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.
Callan
Apr 17,2019Impact 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.
SarahW
Mar 27,2019The 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.
Eric VDB
Mar 15,2019We 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.
Jeremy Watkins
Mar 09,2019Many 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!
BDM
Jan 10,2019I 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.
Matt
Jul 04,2018As 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.
Hannah Powell
Jun 27,2018We 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.
Mike O'Shea
Jan 12,2018The 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
Simon Hume
Jan 10,2018I can honestly say that I have never dealt with such an unresponsive company. In sales mode they are great. In service mode extremely poor. It has taken over a year to get an upgrade and I am still waiting for the installation. All very nice people, but that's about it.
Lesley Tipton
Jun 15,2017We are starting to roll out TMS very quickly on site and are developing the system as we go. I have had to make numerous calls to the Helpdesk for lots of reasons and fortunately or unfortunately James has picked up the majority of the calls. He has always been very helpful and if unable to answer questions at the time of the call, has responded via email very quickly. Thank you everyone but please note we are still in the early stages of roll out and I am sure there are lots more questions still to ask!!
Mark Smith
Jun 01,2017I emailed the support desk with a question and was promptly called by a service engineer who talked me through the solution to fix my issue. 10/10 I wish all help desks were this helpful. Thanks Mark
Diane Cottam
Jun 01,2017I logged a support call via email on Bank Holiday Monday and received a response the following day, with clear and concise instructions on how to resolve a problem with user access. I followed the instructions, receiving a little further assistance, which I received promptly, all support issued now resolved and ticket closed.
Stuart Carroll
May 25,2017We have TMS, Flexipay with e-payslips, HR Manager and Employee Self-Service. One of the things I like best is the interconnectivity of the software. We used to have several different softwares for the different sections of HR and Payroll and were constantly manually entering information several times into different systems. Now if it’s in one it’s in them all, less room for human error. I also love how I can automate and customise pretty much anything through field calculations, reports and overnight server processes. I’ll mention a few of these as I break down the different components below. Implementation has always been a good experience for me, we’ve had TMS for a long time and as we’ve bolted on the different modules and upgrades the implementers have always been efficient, friendly and good at their job. We have gold level maintenance because we run 13 sites around the country and if out biometric clock machines go down we need them up and running asap. The Mitrefinch engineers always come same day or next day and fix the machines promptly, it’s usually just a worn keypad that needs replacing but it’s good to have that peace of mind. Right, so the different modules; TMS The heart of the operation, all the clockings, holiday and absence info, shift patterns and other fun stuff lives here. We have a weekly payroll with 1000 people and a monthly payroll with 450, so TMS needs to work for me. We have a ridiculous amount of differing shift patterns, shift allowances, attendance bonuses etc, from 08:00-17:00 for the office staff to 4 on 4 off rotating days and nights for maintenance. TMS flags up anomalies (overtime, absence, missed clockings etc) and the managers are tasked to clear them each week before the payroll. Once anomalies are clear we lock the clock cards and run our check reports to flag up anything the managers missed. Then we simply export the hours and allowances and expenses etc out of TMS and into Flexipay. And that is payroll mostly done for the week save for inputing pay adjusts and processing starters and leavers. I also use TMS to set up automatic reports for various managers, agency hours, overtime reports, absence reports, headcounts etc, there’s always something the managers want and to be honest it’s easy to report on almost anything on TMS, HR Manager or Flexipay. Everything from TMS is stored on SQL databases so I have been able to create some impressive spreadsheets and productivity dashboards that pull live information from TMS. HR Manager HR Manager is pretty much just a database, enabling easy storage and access to employee files, sick notes, appraisals, training documents and training needs, job details, event records, inventory, pay details etc etc. The list goes on and on. You can create tables and list to store pretty much anything and everything HR related. There’s even a recruitment module but I don’t have that bit yet. We are in the process of transferring all employee files from paper to digital and HR Manger makes them all easy to access. Managers can be given different levels of access to HR, they could see disciplinary history or other managers notes, or they could just use it to record absence calls and carry out return to work interviews. A newer feature that I like is that when an employee clocks in after a period of absence, a Return to work instance is generated on HR Manager and an email is sent to the employee’s supervisor telling them they need to do the return to work interview. Flexipay Flexipay is currently the only bit of the package that is not on a central database for security reasons – although apparently this will change soon as SQL security protocols are much better than they used to be – but you can still type a new salary into HR Manager and it will instantly appear against the same employee in Flexipay. You can set up the same functionality in the other direction too if needed. I hate repeating the same things over and over so only inputting a new starter or other new information once and watching it populate across the system is cool. Flexipay is a godsend with HMRC, it does all the tax and NI automatically, RTI is a breeze, and month-end PAYE and year-end submissions are all done for you. It has all the AOE parameters set up in the background, and the sick diary makes SSP very simple. I can’t really say much bad about Flexi, it does everything. I bought the p11d and benefits module, and that’s very straightforward too, it handles all the p46(car) submissions which saves me navigating that awful HMRC website, and it sorts out p11d at the end of the year. Payrolling company car benefits in kind will be mandatory from April 2018, so I’m not sure if that functionality will be built into the standard Flexipay by then (I assume so), or if you will still need the extra module. E-payslips and P60’s are easy to export and upload to TMS so employees can view them in Self-Service. Employee Self-Service This has probably saved HR and Payroll more time than anything else in the last few years. It’s basically a website where employees log on and see whatever you want them to see from HR and TMS. We let employees see and submit changes to their own personal details and emergency contacts/beneficiaries. The change request then go through to HR who just accept the request to have the details automatically update on the system. And since we went paperless with payslips, all employees need to access self-service, be it on a phone or tablet or on a computer put aside for the purpose in the workplace (for those phoneless, computerless stubborn old people!). Employees can also put through holiday requests which send an email notification to their manager who then goes onto TMS and accepts or rejects the holiday. Managers can easily see who else is off at the same time, or you can set the system to not accept any more requests once a limit has been reached for a particular department. All this saves us ridiculous amounts of time and paper with payslips, personal details forms, P60’s and holiday forms all becoming a thing of the past. Employees can also see their own clock cards, which has cut down on the number of pointless wage queries. We had to go through all the expected arguments and complaints and trials surrounding moving to a paperless system, but now that it’s up and running it’s well worth it. Right I need to stop now… sorry for waffling on for so long. FIVE STARS!
Sriyani
Apr 13,2017We have been using TMS programme for the past 15-20years. It is excellent programme and any time we need support with the programmes or any other tailor made reports we were given help then and their.
Joanne Ord
Jan 12,2017Spoke with Graham Taylor, Support Analyst who went out of his way to help and support an issue with regards to Year End holiday carry over. Lots of movement within our Team and I was not aware of the processes that were involved to move the holiday year over to 2017. Graham was fantastic, very support and talked me through the whole process then emailed me everything we spoke about and gave bullet points for me to follow. Thankfully all has now been put right with the help of Graham.
Lee Corns
Nov 22,2016Having been a customer with Mitrefinch now for over 3 years its difficult to remember a time before them. Be it via telephone or e-mail the helpdesk point you to where you need to be.
Andrew Foy
Nov 17,2016Excellent fast friendly and knowledgeable support from 2nd line analyst called Philip Wheatley. Could not fault the service and would highly recommend. Issue was solved within half a day; communication was great all the way.
Dan Martin
Nov 15,2016Great Support from Graham Taylor
Mitrefinch House, Green Lane, YO30 5YY, York, GB
http://www.mitrefinch.co.uk
Keiran Martin
May 13,2019If 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.