April 28, 2021
Score 8 out of 10
Overall Satisfaction with UKG Pro (formerly Ultimate Software UltiPro)
Our organization is currently using UKG [for] onboarding, processing payroll, performance management, mobile app, and UTA. We are working on file management and case management and hope to begin using this feature soon. Our hope is that this will streamline a lot of our manual processes and make it easier for our field staff.
- Excellent Customer Service. The staff at UKG are always so helpful and go above and beyond to make sure we are satisfied with the recommended resolutions to our cases. They are patient and easy to work with when resolving issues. They make you feel like you matter and don't make you feel like you are asking questions we should already know. They provide us with the information we need and many have directed me to the portal and shown me the different tools and resources available.
- The performance management feature. I wish there were more options for workflows or options to create our own workflow. For example, we created our performance improvement plan online but had to leave out the employee since they would see the PIP before it was delivered by the manager. This left us will having part of the process still be manual which we were hoping to avoid.
- UKG has many great features that help streamline our processes and help us to better manage our time. We are excited to be adding the case management and file management this year and our hope is this will benefit all departments.
Overall UKG is quick, but on occasion we have run into issues. But they are usually resolved quickly.
The UKG support team is excellent. They go above and beyond to assist you with any issues and if they are unable to get you the answer you need they escalate the case. Everyone I have worked with at UKG has given great customer service.
One person that always stands out to me was Jessica Serrato when we had questions on ACA. When one of my coworkers was leaving and I needed to take over on a case Jessica told us to add her name to the case so it would get sent to her since she was familiar with the issue we were having. She was always quick to respond and went above and beyond to make sure we were happy with the resolution.
We use secondary jobs for many of our employees. I wish there was a way to track the effective dates for rate changes on secondary jobs in the job history. Many of our employees work multiple jobs in different programs across our organization and get paid different rates. When these rates change we have no way to track this in UKG with effective dates. We also have issues when an employee is rehired, the secondary jobs does not update with the new effective date and rates that are set for these jobs.