Item: UKG Pro
Rating: 8
Author: Jonathan Den Hartog

Use Cases and Deployment Scope

UKG is being used across the whole organization. We have it open to employee users, but mainly use the administrator side of it between the human resources, benefits, and payroll departments. UKG helps employees be able to see their employee record with ease from the web browser or app. This has help our company with transparency to our employees.

Pros and Cons

Transparency helps our departments be compliant and accurate.
Employees are able to change their personal information on their own and just needs to be approved by payroll or HR.
UKG has allowed multiple platforms and systems to be removed from our process and be able to convert within UltiPro, which limits the amount of systems that are required for employees to change information or enroll in benefits.

Our company has experienced some limitation in being able to customize certain fields and "UltiPro delivered" settings, but that comes with ever company.
It would be nice for employment record information to be all in one screen. (term date, hire date, rate of pay). This would be helpful for unemployment questions or verification of employment.
Business Intelligence still seems a little clunky, when you are trying to find a field to report out of, you aren't always sure if that is the field that you need or if you need it from a different package.

Return on Investment

Definite positive employee engagement.
Positively has impacted HR abilities to be done within one platform.
The multiple steps required in promotions and job/salary changes has made it a little bit negative on time savings.

Alternatives Considered

Salesforce.com

Salesforce did not have to UKG Pro in the aspects of reporting data out, visibility and transparency to employees, and having most or all data in the same place. UKG Pro is more user friendly than Salesforce and gives more control to the company/administrators than what Salesforce had. UKG Pro is definitely an upgrade, but it does have some more work to keep-up with company demands.

Performance

UltiPro has had some outages where it is unresponsive and the the error code that we get is "contact UltiPro", but there is no way to submit a case because UltiPro is unavailable and we don't have the rapid response number on hand. Would be helpful to have "contact UltiPro at this phone number (XXX-XXX-XXXX)." We have integrations between PlanSource and Benefits Prime and it seems that the integration is doing pretty well. I don't like single sign on doesn't work the best with UltiPro Onboarding.

Support Rating

Rapid response is always helpful with me. Sometimes our cases get "lost" and it can be a couple of weeks before we even get a response or recommendation on a case. Some of the customer support could be better in response times. But usually we get most of our questions answered correctly.

Exceptional Examples of UKG Pro Support

There was a time when we had to have a PTO plan accrual changed by noon on Monday and we submitted the case later Thursday afternoon. We gave UltiPro the deadline of completing this by noon on Monday and they met it by end of day Friday. This gave us plenty of time to verify that the import would work well and test it out before the deadline.

Likelihood to Recommend

UKG Pro is very helpful and well suited in their case management for rapid response. They get you quick answers and results on time-pressing items and issues. UKG Pro is less appropriate for our company in the situation where it can't track specific jobsites that employees are at. We need a separate system to track manpower and where employees are at and for how long.

UKG Pro (UltiPro) Review

Overall Satisfaction with UKG Pro (formerly Ultimate Software UltiPro)