What happened to Ultimate Software customer service?
Updated November 04, 2025

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

  • reporting
  • payroll
  • employee self service

Cons

  • onboarding - needs more flexibility within the module and reporting
  • communication needs improvement from team members re: status of tickets
  • acting upon the "shared ideas"
  • need more reporting ability within the recruiting module
  • 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 have centralized employee self-service and our report writing.
I have been able to create one report and have it burst to many managers with all their data for their employees that contain their employee information, of job code, title, date of hire, rate of pay, status, etc. They are sent this report on a bi-weekly basis and love it. They are able to balance their employee information and it is perfect!!
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 signed a 2-year agreement so we are good for now. :)
Saba Cloud (legacy), symplr Workforce, Epic MyChart

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

Not sure

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?

Yes

Would you buy UKG Pro again?

Yes

The response time for customer service tickets has improved however that is thanks to our ERM. I would like if UKG went back to the old model of customer service where the reps knew the whole UKG system and tickets were not waited on for an "expert" to reply. Sometimes this takes days!

UKG Pro Feature Ratings

7.7
Employee demographic data
9
Employment history
7
Job profiles and administration
8
Workflow for transfers, promotions, pay raises, etc.
7
Organizational charting
8
Organization and location management
7
Compliance data (COBRA, OSHA, etc.)
Not Rated
7.8
Pay calculation
8
Support for external payroll vendors
Not Rated
Off-cycle/On-Demand payment
8
Benefit plan administration
7
Direct deposit files
8
5.5
Balance details
6
Annual carry-forward and encashment
5
8.3
View and generate pay and benefit information
8
Update personal information
9
View job history
8
Asset Management ()
Not Rated
HR Reporting ()
Not Rated
Integration with other HR capabilities ()
Not Rated
Performance Management ()
Not Rated
Succession Planning ()
Not Rated
8.0
New hire portal
8
Manager tracking tools
8
Performance and Goals ()
Not Rated
7.7
Job Requisition Management
8
Company Website Posting
8
Publish to Social Media
8
Job Search Site Posting
8
Duplicate Candidate Prevention
7
Applicant Tracking
7
Notifications and Alerts
8

UKG Pro Support

I contact support almost weekly. At times it is very difficult, HOWEVER, I have the most amazing support team - Emily Morehead, Jen Hernandez and Karen Cleveland ARE THE BEST! They stay on top of my tickets and follow through should a ticket stay in a pending state too long.
ProsCons
Knowledgeable team
Support cares about my success
Poor followup
Escalation required
Need to explain problems multiple times
Slow Initial Response
No. I did not know this was a thing.
Woman's Hospital was ready to let our contract expire and we were ready to sign another contract with another vendor. Emily Morehead happened to catch us on a bad day to ask if we wanted to purchase or review a UKG module. She received an earful that day and we told her that the customer service was terrible and unless she could make something happen, we would not even be a client anymore. SHE DELIVERED!! She is amazing and so is her team! We stayed and even signed a 2-year contract! She got our tickets under control along with Jen Hernandez and Karen Cleveland and we couldn't be happier. Thank you Emily for all you do for Woman's Hospital in Baton Rouge, Louisiana!!

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