What happened to Ultimate Software customer service?
December 15, 2021

What happened to Ultimate Software customer service?

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with UKG Pro

I am the system administrator for UKG and use UKG every day. Currently, we use the following modules: talent acquisition, payroll, Human Resources, ESS, onboarding, and Business Analytics. We have several exports from UKG to other in-house servers for various reasons as UKG contains all our main information.

Pros

  • all encompassing data
  • employee self service
  • payroll

Cons

  • onboarding - needs more flexibility within the module
  • communication needs improvement from team members re: status of tickets
  • acting upon the "shared ideas"
  • ESS - has taken the calls off of our secretary to allow her to perform other tasks
  • Employment history on web is cluncky compared to backoffice
  • We use the back office to track LOA information but there is no place on the Web to store this information. We would love the Web to have fields and pages built to have this information if the customer does not use the time and attendance module.
We stayed with UKG because ultimately we would have to transfer our data. However, we will perform our due diligence every couple of years. Also at the time, the customer service was phenomenal.

Do you think UKG Pro delivers good value for the price?

Yes

Are you happy with UKG Pro's feature set?

Yes

Did UKG Pro live up to sales and marketing promises?

Yes

Did implementation of UKG Pro go as expected?

No

Would you buy UKG Pro again?

Yes

In the past year, UKG's service has changed which has caused the executive team to question whether we should continue with them or not.
We have centralized employee self-service and our report writing.
Saba TalentSpace (formerly halogen)
Recently with the merger of Kronos and Ultimate Software, it appears the communication and the ticket process has slowed down.

UKG Pro Feature Ratings

7.5
Employee demographic data
10
Employment history
6
Job profiles and administration
Not Rated
Workflow for transfers, promotions, pay raises, etc.
7
Organizational charting
7
Organization and location management
Not Rated
Compliance data (COBRA, OSHA, etc.)
Not Rated
7.2
Pay calculation
7
Support for external payroll vendors
Not Rated
Off-cycle/On-Demand payment
8
Benefit plan administration
6
Direct deposit files
8
Salary revision and increment management
7
Not Rated
Approval workflow
Not Rated
Balance details
Not Rated
Annual carry-forward and encashment
Not Rated
9.0
View and generate pay and benefit information
10
Update personal information
10
View job history
7
View company policy documentation
Not Rated
Employee recognition
Not Rated
Not Rated
Tracking of all physical assets
Not Rated
6.3
Report builder
7
Pre-built reports
8
Ability to combine HR data with external data
4
Integration with other HR capabilities ()
Not Rated
Not Rated
Performance plans
Not Rated
Performance improvement plans
Not Rated
Review status tracking
Not Rated
Review reminders
Not Rated
Multiple review frequency
Not Rated
Not Rated
Create succession plans/pools
Not Rated
Candidate ranking
Not Rated
Candidate search
Not Rated
Candidate development
Not Rated
7.0
New hire portal
7
Manager tracking tools
7
Not Rated
Corporate goal setting
Not Rated
Individual goal setting
Not Rated
Line-of sight-visibility
Not Rated
Performance tracking
Not Rated
7.6
Job Requisition Management
7
Company Website Posting
8
Publish to Social Media
7
Job Search Site Posting
7
Duplicate Candidate Prevention
8
Applicant Tracking
8
Notifications and Alerts
8

Comments

More Reviews of UKG Pro

  1. Home
  2. HR Management Software
  3. UKG Pro Reviews
  4. User Review of UKG Pro