Overall Satisfaction with UKG Pro (formerly Ultimate Software UltiPro)
- Overall software is good, lot of capabilities and flexible to customize to our needs.
- Rapid Response is amazing 98% of the time.
- Core support team is no help at all. I get better, more useful help just calling Rapid Response.
- Tax - horrible reporting and no communication when adjustments are made by UKG.
- W-2 reporting - no W-2 control copy for the company, we have to submit a case to get copies of our employees' W-2's. These should be provided in a year end reporting package.
- Some cases submitted online seem to be addressed and closed, only to find out the issue was never fixed so we have to follow up and create another case.
- Billing questions - rude responses with no help at all.
- Standard reporting - would be nice if there was a standard reporting package that is recommended to download each payroll and also for year end.
- We were able to remove our third-party payroll process when switching to UKG as it is more robust and easier to manage.
- Managing all HR activities within one platform.
Core account support is not good. Takes days or weeks for a response. We've had cases closed and told they were completed, to find out they were not and the issue is still there. There are times that we've included our account person with another support person for escalation and it does nothing. More often then not I have to send follow up emails as I do not get a response the first time.
Rapid response has been very good however. 9 times out of 10 I get amazing support by calling in.