UKG Pro

Good

You always have to open a ticket and likely two per issue because that is how the system works. We have had payroll critical issue and we were forced to open a ticket.

Support is quick and reliable. Often we receive responses same day.

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 ($$).

The UltiPro support system is fantastic. As a new client, I was assigned an account manager and had a good hand off from the implementation team to my account manager. The process for submitting and tracking new cases is extremely easy through the Customer Success Portal. While processing payroll, the rapid response hotline is your best option for a quick resolution.

The only negative that I would add is that several cases will get added to the list of open cases, by Ultimate support staff, and not much detail is provided when those cases get submitted, so I am not always clear on what is supposed to be done. Especially with the Payment Services area, it would be nice to have them give a little more detail when submitting a case that needs to be addressed.

Again, great, but not perfect. Slow customer service response at times.

You get great support during activation but afterwards it is hit or miss. Slow to respond and getting your account manager involved is an act of congress and YOU have to seek it out, it won't just happen for you. Very disappointing level of service.

na

Good supports, rapid and efficient. The only negatives are special requests/custom and a lack of resources.

I love the customer success portal! However, I would like to see a faster response time to answering my help tickets.

I am excited to have a system in place that will be part of the entire employment journey from candidate to hiring to retiring. I think that it is important for the culture of an organization that the tools they use are well integrated with each other and easy for the employees so having many areas of HR encompassed in one system is such an added bonus as the look and feel will be familiar throughout all areas from Applying for a job, performance management, benefit, etc.

The ability to request support is not very intuitive, often I email our account rep directly with issues that I have. She creates the cases for me and connects me to the appropriate support. Once a case has been logged, support will follow up within 24 hours, typically. However, I have had experiences where cases are dropped or not followed up.

Haven't reached out to them that is our HRIS area

Support is quick to respond and helpful when you don't understand how to use or implement their response. They are great at following up and checking in as well as escalating cases when they are more urgent and need more attention.

Support has been great!

Implementation Support: 10
Our personal account manager: 10++++++++
Rapid Response sometimes takes 45+ minutes just to get a hold of a person (if you don't get hung up on)
Payment Services support is great...when you get a response. The turnaround time for help is awful.

Overall I still give a 7 because our Account Manager makes up for all the other bad service.

Customer support has gone down. When we first went with UKG I would have given it a 10. I think they grew [too] fast and do not have the number of support staff hired and trained that is needed. I have a lot of issues with their tax department.

The customer service is wonderful, again just sometimes general/non urgent questions have a long response time.

thorough support from everyone at UKG, good communication with open tickets

In the past, we had very good support. We are noticing a decline in the last few months. Our primary people we work with, Gianna, Jay Shipley and Stephanie O'Keefe are all excellent.

The implementation team was phenomenal, but we don't always have the same level of knowledge with the post-live support. For example, we are 10 months live and still struggling to get the history loaded. Rapid response Team is always very effective and skilled though!

I have always had quick response times from UKG.
The support staff has always been very knowledgeable and will to assist.
They like to help you with your issue and show you how to correct if needed again.
They also provide articles and step by step instruction if necessary.
I am a very hands on person. They will help by explaining what and why, which is a big deal to me

They really roll out the red carpet. Support members have been very knowledgable and professional and have never failed to meet some sort of resolution.

UKG Pro did a great job supporting us during the implementation phase and with our live system. They have subject matter experts within the customer support team, which allows for the most experienced person to address the need in a timely manner.

Sometimes it can be frustrating as a Canadian Client because when my team calls in for support we wait on hold, explain the situation, only to be redirected to someone on 'the Canadian team'. It would be nice if there was either a Canadian help line specifically, or all reps could assist with both.