Pros and Cons about UltiPro
Updated November 20, 2018
Pros and Cons about UltiPro
Score 8 out of 10
Overall Satisfaction with UltiPro
We currently use UltiPro as our payroll processing software. We switched to UltiPro in 2016 because it allowed us to integrate our US and Canadian operations into one platform and also offers the ability to expand to other modules including recruiting and training, although we have not activated those yet. UltiPro also gives us the means to have more in depth reporting.
- UltiPro is very intuitive to use and very user friendly, which has been helpful in learning the system and training others on it as we added new employees.
- The security and permission levels provided by UltiPro are broad and easy to customize, which allows us to have our various team members only have access to the information they are supposed to see.
- The reporting options in UltiPro, especially through the Business Intelligence feature, are very helpful for analyzing data.
- The main area where there is some room for improvement with UltiPro is with customer service. The Rapid Response hotline is very helpful, but the "case" system does not seem to create urgency even when you mark something as a priority, and there seems to be a lot of pushing from our end needed to get things addressed in a timely manner.
- There are some functions that can only be done in the "back office" rather than the web portal, and this split functionality can be annoying and slow down productivity sometimes.
- There is some limited functionality if you don't have the time and attendance module, which costs extra money.
- Time savings
- Consolidating HR administration under a single solution
We have achieved time savings using UltiPro because it has allowed us to streamline and consolidate some of our processes and UltiPro has taken over some of the processes such as payroll taxes. We have yet to consolidate our HR administration because in order to do so, we have to bring on different "modules" of UltiPro, and we have yet to receive full buy in from upper management to do so because we have still been having some hiccups with the payroll module.
The main reason we switched from ADP was because UltiPro offered more support for our Canadian operations and allowed them to be integrated with our US operations. We were also looking for a more robust system as we continued to grow as a company, and so far UltiPro has been meeting our needs.
UltiPro is very well suited for payroll processing for multiple pay groups. We have many locations and multiple people running different payrolls out of the same system and UltiPro works very well for this because it allows for different roles and checks and balances to be set up, and is easy for anyone to jump into and use. It is less suited for any mass update situations, because most things need to be updated with an upload from a separate spreadsheet.
UKG Pro (formerly Ultimate Software UltiPro) Feature Ratings
25 - Currently we only have our payroll and HR personnel utilizing UltiPro, as well as a few of our accountants who utilize the reporting functions. However, we are working on rolling out self service, starting with our supervisors and eventually having all employees able to access their profiles on the website to manage things.
3 - We are lacking in house support somewhat, as our IT department does not have the resources to support individual applications and sites. We do have an HRIS manager who does most of the management, and then a couple of people who help with report writing and any of the back office stuff.
We are overall happy with UltiPro and it works well for our organization and we have plans to expand our usage of it even more so we will definitely be continuing with the product. We are thinking of adding the functionality for training and recruiting as well, which is an add-on product.
The thing about the support with UltiPro is that you get two almost completely different experiences. The Rapid Response number is a number you can call any time and they will help you with your issues. They can handle most lower level issues right there on the phone. They are fantastic; they are knowledgeable, friendly, and prompt with their service. I have never had a bad experience with rapid response. However, for more in-depth issues that they are unable to handle, you are stuck trying to reach someone who can help you without ever being given a direct phone number, or you have to try to use the horribly designed 'cases' system on the website. Putting a case in feels like screaming into a void. The follow up is not good, and often takes multiple priority escalations before it gets attention. The account manager's help is inconsistent at best.
Immediate help available
Quick Initial Response
Problems left unsolved
Need to explain problems multiple times
There was a time when our payroll manager was out during year end, and we kept running into various issues. Even though it was the busiest season, UltiPro got back to us promptly and helped us resolve our issues. The Rapid Response team is the true star of their support, which allow you to call in and get most issues fixed right away.
We switched to UltiPro specifically for its scalability due to having locations in both the US and Canada and continuing to add new locations. It has been working very well for us, and allows us to add and manage new entities relatively simply and manage data for multiple different locations and pay groups. It has made handling our data simpler, as previously we had two different systems for our US and Canada operations.
For the most part UltiPro has been reliable, but it could definitely be better. There have been several notable server issues where we were unable to access the product or unable to utilize some of the features. Customer support is usually quick to respond to questions about these issues, but they do not proactively reach out to customers whose environments have been effected by outages.
UltiPro performs well, there are occasionally times where you will have to close out to do unresponsiveness but no more than most other websites (although it is what stopped me from giving a full ten points.) Some of the more complex reports can take a few minutes to come through, but the simpler reports are available pretty much instantly after running.