Item: UKG Pro
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Currently used across the whole organization. Streamlines processes, eliminates paperwork and connects employees.

Pros and Cons

Automating processes
Offering valuable training
The Ultimate Community

Offering more support for newly released modules (HRSD).
Laying out a clearer picture of what knowledge someone will need to use reporting function.
Lately, it seems the customer support team has been disconnected. I have been bounced around to 3 different areas in trying to resolve a reporting issue. Everyone has pointed a finger at another area.

Return on Investment

Ability to manage HR activities within one platform
Automate systems
improve mass communication
Streamline and improve processes

Alternatives Considered

ADP Workforce Now

UKG had greater customer support, better functionality, more reporting options, offered onboarding, improved analytics of workforce, and more opportunity to automate systems.

Performance

For the most part UKG functions seamlessly. Recently I have been receiving errors when running reports.

One year ago this would have been a 10. There has been a serious decline in support over the past 6 months or so. A case that was opened in January still doesn't have a resolution and I have been transferred to 3 or 4 different areas and have had to open new cases because the area I was transferred to didn't know how to solve the issues. There seems to be a disconnect between the customer support team where one area no longer works with another (I.E. reporting can't solve something so they redirect the customer to Recruiting, who then says they also cannot solve it, so they redirect the customer back to reporting or to Core.)

Exceptional Examples of UKG Pro Support

Right after implementation, the BI Customer Support team was extremely helpful in assisting in building out a number of reports, as we didn't have anyone on staff who had and understanding of reporting. The various Customer Success reps took their time to walk through what it was we wanted to report on and built the reports while on a call and sharing what they were doing.

Likelihood to Recommend

Companies that have a designated HRIS specialist would have an easier time implementing UKG and setting up the systems. We had difficulty setting the system up just because of our lack of technological understanding. Once set up, UKG is very user-friendly.

Great product, hoping to regain confidence in support.

Overall Satisfaction with UKG Pro (formerly Ultimate Software UltiPro)