Item: UKG Pro
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

In my current role, we use UKG Pro to handle domestic and global employee management and payroll processing. We are currently in the process of using it across the whole organization and are working to bring out global entities online. As we are still in our first year post-implementation it is still a work in progress. UKG addresses the business problems of housing our employee data in one system across all entities making it easier to run global wide staffing reports and financial data.

Pros and Cons

UKG Pro is a large platform with capability above and beyond what we've been able to implement so far.
UKG Pro provides helpful training through UltiUniversity as well as a searchable customer site and a user community forum to connect with other users.
UKG Pro's Rapid Response line is available for critical/immediate customer support when needed.

UKG Pro is such a large system that it can sometimes be overwhelming to a new user.
UKG Pro's custom report feature (BI - Business Intelligence) is complicated and not user friendly. BI available reports appear to deliver questionable results. *Not a fan*
Dislike the connection of tax jurisdictions to an employee record being tied to the location code assigned. There are also issues when an employee updates their address directly instead of using the address search feature. They really should disable the ability to type it in directly to avoid double taxation.
Would like to be able to bypass the "next" button when entering in data by using the displayed menu in certain features. If you have to go forward/backward several screens it slows down the user.
Would like to see payroll reports accessible directly from the Payroll Gateway instead of having to navigate to the Standard Reports output. It would also be helpful to see calculation totals related to a pay group as you are processing rather than running a report, getting out of the Gateway and opening a report.
I've said this before in other survey's... during the 1st year following implementation having a dedicated support person assigned to the account until the new users have been exposed to the different abilities and tools in the system.
The Customer Success Portal (CSP) - support case situation is difficult to keep up with. For users that don't have only one role but switch between multiple (benefits, payroll, and taxes) it can get overwhelming to switch hats and keep up with activity with open support cases. There is also seems to be a backlog, especially when dealing with taxes.

Return on Investment

Currently still under review as we haven't completed a full year in the system.
Currently under review as we haven't implemented/launched all purchased modules.

Alternatives Considered

ADP TotalSource, Optimum Solutions HRIS, now from Kronos / UKG (discontinued) and Paychex Flex

UKG Pro is a robust platform comparable to ADP TotalSource and Optimum Solutions. Both ADP and Optimum had better custom reporting capabilities that were more user friendly than the UKG Pro product. One other area that I think ADP and Optimum did better in is benefit information visibility in regards to dependents and scheduled premiums - UKG focuses more on last deduction information and there are too many "clicks" to see dependent data. I was not part of the decision to select UKG with this employer but was brought on just after they launched as I had implemented the system at my previous place of employment. I was also brought in after implementation so wasn't part of the decision making process.

Performance

System provided reports generally are quick to run - some BI provided reports return questionable results. System provided reports while plentiful do not always provide usable information without customizing your own report. Reports that were standard with other systems I've used are not available with UKG Pro or not easily found if they exist. Have not integrated with outside software systems so far.

Support Rating

Generally, support is very good, however, they do tend to point you to helpful articles rather than providing a phone call. If you're lucky enough to get a phone call, it's always when you're on another call or away from your phone. Sometimes it's not easy to connect when in person interaction is needed. That being said, I have been very impressed by the account manager assigned to this account. He has been fantastic and much preferred over the account manager assigned with my previous employer that used UKG Pro.

Exceptional Examples of UKG Pro Support

Absolutely! Talked to a support representative this morning on a case submitted to create or build a payroll import file to use for an upcoming large bonus run. He did connect with me via phone call and followed up our conversation with an email. He was quickly able to enable the function, provide insight and direction on the import file format and offer tips for successful use. He also answered every question I had quickly and confidently.

Likelihood to Recommend

UKG Pro is well suited to managing Human Resource, Payroll and Benefits tasks.
UKG Pro is less suited as far as time management is concerned when you are required to use an alternative time and attendance system that is tied to a time to client billing situation. It would be helpful if there was an ability to connect outside systems. The same in regards to external applicant tracking systems (ATS) systems.

1st year user - experiences & thoughts

Overall Satisfaction with UKG Pro (formerly Ultimate Software UltiPro)