UKG Pro (formerly Ultimate Software UltiPro) Reviews

Support seems to be one of those things that goes up and down with UltiPro as the company grows. Over the 20 years I have used UltiPro, I have seen it go from absolutely amazing to not so great and back to really great. At the current moment I would rate support as being very good.

This is the best part of Ulti. our team is great, very responsive. Jay is amazing at escalations.

Support has been a challenge, however, there has been improvement. Ultimate has an escalation process that is effective and they do listen to the voice of the customer.

My favorite part of the support is that here is a rapid response number that we can call if we have a payroll related issue and will be able to speak to a real person to get our issue addressed.

Support is excellent. Responsive, kind, caring, patient. We have not had many issues with UltiPro support. Their knowledge base, community boards, and training (for free) are the best I have seen in the market place.

Customer service has been excellent. My tax rep is not always responsive.

Their support is where they are lacking. They pass people around and I can often call and get different answers. Many of the support don't seem knowledgeable.

Support has been great. The only issues I have is when I need a bit more advanced reporting help, they always say I need to put in a service request ($$).

Great support reps!

I love having multiple ways to get support from UltiPro! We can either call in, Chat, or create and track a case through the Customer Success Portal. I like having the ability to search for learning courses or training material through the CSP.

Great support 24/7! Even on a Saturday or Sunday.

I feel customer support could be better. Not much contact with our service rep. Our cases go unanswered sometimes for a long time and when asked for a follow-up from our rep, she will send an email and then never follow-up after to see if it was taken care of. I also feel they should be trained better to resolve issues. I had a rep help me with an adjustment as it was my first time, and it was done wrong. Had to get others involved.

Seems like you want to be supportive but don't focus on what is urgent to us. Paying taxes on time is urgent.

Support is quite strong and reactive and thorough. The biggest downside is probably the delay it takes to get a resolution from their development team.

Ultipeeps are always on hand for support. Cases are usually answered and resolved within 24 hours, and more complicated cases within a week. The case management tool is excellent.

Great support and I love the online chat.

There are no manuals for this product. There are a large number of both training videos and instructor led classes (taught remotely). These are good as far as they go, but do not cover all aspects of the application. Cognos training in particular is very weak. That is the included reporting tool, and it could use more support.
Response to issues is via callback, usually within 6 hours, but occasionally taking 3 or more days.

The support is usually really great with UltiPro. Candidly, we are in a rough patch with this topic but have seen great efforts from UltiPro to reconcile our relationship.

Support, in general, is very helpful, friendly, and solution-driven.

I am not intimately acquainted with support.

The trainer they assigned to us for the training portal was top notch. She would send us the covered items for each of the training sessions before and after so we had a review of what was covered in each meeting (of which there were several). She also kept a list of the outstanding items and made sure to follow up on the status and answer each of them quickly.

Generally, the support is great. There are several options to reach someone: chat, case creation online, phone and I generally get answers very quickly. There have been high volume times where an answer is harder to come by, but that's the case anywhere. I believe Ultimate has better customer service than other vendors I've used.

Updates are well communicated. I don't call in very often. I work closely with our HRIS team for most of my help.

I've had some great support through case management and also the emergency helpline. I used the emergency helpline to add a levy on an employee's wages and it was so helpful. They turned a disaster into a solution.

I have had bad experiences with case management though. Someone didn't contact me for a month, and couldn't fix the problem. They then bugged me very often to close the case. That was irritating. There have been times when I have commented on a case that was being worked on and the person helping me ignored the comment. They later closed the case. Yikes. I will say that most of my experiences with case management have been good, but these two experiences were horrible examples of customer service.