Infinite possibilities for customizations. Customer service cross-training could be better.
April 22, 2021
Infinite possibilities for customizations. Customer service cross-training could be better.
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with UKG Pro (formerly Ultimate Software UltiPro)
Our company uses UKG Pro [(formerly Ultimate Software UltiPro)] for payroll processes for multiple pay groups and employee types. We utilize the onboarding functions and will soon be implementing an applicant tracking system for our recruiting and hiring. We have a large base of volunteers at our organization, of whom we track volunteer hours and scheduling through UKG Pro Time Management.
Pros
- HR and payroll functions all in one place. Our prior system was with two companies, one for time keeping and the other for payroll. HR functions were handled with paper.
- Configuration can be tailored to your organization, as simple or complicated as you need it to be.
Cons
- Customer service issues can be complicated. UKG employees are very siloed in their areas of expertise. That makes it difficult to solve issues that span across areas like, configuration, reporting, and time management. A situation like this could result in you speaking with three or more individuals.
- You are completely responsible for your system configuration and maintenance. Most features are delivered off and you need to research whether you want to turn them on for use.
- Massive amounts of training are available. It can be overwhelming. You don't know what you don't know. So often unless something is recommended to you, you may not know it is available to you.
- Reporting outside of standard or sample Business Intelligence reports require you to understand coding language and vernacular to customize reports.
- UKG Pro allows us to keep all employee information in one place, digitally. We are still transitioning our paper files to digital. When the process is complete, we will be able to store and access all business related employee documents with the employee's digital profile.
- While the software is expensive, especially for a small to mid-sized non-profit, it allows us to combine formerly extensive HR processes into more efficient steps that allow us to focus more one getting new employees settled.
We used isolved services and Novatime services, separately but in tandem. One was for payroll processing and the other was for time keeping. isolved is a full-service payroll provider. It was really nice to be able to work with the same person for all issues. Their people are knowledgeable in all aspects of configuration through processing and reporting. The system wasn't as robust for specialization as UKG Pro. It is a trade off between functionality and service. UKG Pro is a software company, not a payroll processing company (as many UKG employees have pointed out along the way).
We were previously ineligible to utilize the Employee Retention Credit. Because of this, we did not bother configuring our platform to calculate the potential credits. I was able to work with someone to configure, process an off-cycle payroll for the current calendar quarter, and process adjustments for three prior year quarters. This process took two weeks to work out all of the bugs. The representative working with me was great through the entire process, researching issue resolutions along side with me. It was a learning experience for both of us.
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