Item: UKG Pro
Rating: 4
Author: Verified User

Use Cases and Deployment Scope

Across the whole organization. We use UKG Pro for timekeeping, talent management (goal setting, performance reviews, competency management), in the process of setting up Salary Planning. Talent Management has helped us set up our company’s strategic initiatives in an organized way where goals are visible by leadership when needed. For Salary Planning, we’re hoping to solve for our very manual merit increase process.

Pros and Cons

Resources for system knowledge
Enhancements based on customer feedback
Prompt attention by Support on issues that impact business

Position management
The CSP case opening system
User friendly reporting
Connection between modules i.e., recruiting & onboarding information flowing with Core

Return on Investment

Onboarding process automation
Reporting has limitation
Organization chart doesn’t work for our needs

Alternatives Considered

Paycom, ADP Workforce Now and Paylocity

I was not with with my current employer when UltiPro was implemented. This product was chosen because of the different HR tools it offered aside from just payroll. However, some of the modules that we expected to work better for us have lack of functionality needed for our business. We’re investing in consultants who are helping us understand our system better and how it can solve for our business needs, but this was not done during implementation.

Performance

We’ve had issues with lagging in specific modules. However, the issue was addressed and the fix was made to eliminate the lag. Reporting runs very slow in UTM due to the amount of data that we have (what we’ve been told). We’re working on ways to clean up UTM to hopefully speed up our reporting generation.

Support Rating

As mentioned previously, the support is an area that can improve tremendously. Being such a large company, the reps don’t seem to have such a large customer focus as the company presents itself to have. We’ve had a great experience with our support team but the amount of financial investment we make on the system doesn’t match the level of support we receive.

Exceptional Examples of UKG Pro Support

The BI chat support team has increased their level of support tremendously. Recently, I’ve been asked to provide reports to leaders and the BI chat team is willing to get on a call with me and help me gather the data needed. This level of support should be implemented across other UltiPro products, such as payroll and timekeeping.

Likelihood to Recommend

UKG Pro has been great in providing us the level of customer support that we needed by moving us to the Global Support Team. However, more recently we’ve had logistical issues with payroll and print services where we kept being asked to “open a case with Rapid Response”. Being a system that provides a payroll product, there should be teams and individuals dedicated to assisting us with Payroll issues as we have a rep for UTM, BI, and Core. There’s a lot of room for growth with Customer Support. In addition to specialized support, reps need to be more knowledgeable in areas they support. I often find myself on hold because a rep is looking for an article, which is something I usually have already done before reaching out for support.

UKG Pro offers solutions across our entire organization

Overall Satisfaction with UKG Pro (formerly Ultimate Software UltiPro)