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Customer for 17+ years
Updated May 10, 2018

Customer for 17+ years

Julie Eggebeen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with UltiPro

UltiPro is used across whole org. We use Back Office for processing our payroll and setting up deductions and earnings. We use the web portal for employee self service, open enrollment, UTM and just added Onboarding.
  • Reporting is great, there are multiple options for reporting. You have canned reports and you have Cognos Business Intelligence. I am able to use the tax reporting from UltiPro to file all my Federal and State reporting.
  • Support is outstanding. From your named service representative to logging on to the Customer Support to create a case or need of Rapid Response for time sensitive needs, you can count on Ultimate Support to take care of the issue.
  • Continuing upgrades to programs to meet industry needs
  • Some times when a support case is completed and issue fixed, the explanation of what caused the issue is not very clear.
  • Connection issues at times, rare, but seem to hit at the worst times.
If you are looking for a system that can fit small companies to large global UltiPro is a great solution.

UltiPro Support

Ultimate Support is very quick to respond, if the first responder does not have the fix for the issue, they will escalate to next level and get a solution. I am not saying that every time this happens, but 98% of the time this is the response. They have a great tracking system and you can check on the status and add comments or upload documents if needed.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No - We are a non-profit and would not be fiscally responsible to add a service for more money if we can get the same support/service for no added cost.
I have had the same Lead Account Manager since 2000, that is saying something right there. An Ultimate employee with 18 plus years providing excellent support and customer service. Michelle Cahill is my person for UltiPro core issues. She responds quickly and is pleasant to work with. A couple of years ago we had to add a Ghost company for an acquisition which an outside consultant help setup. Come year end it was realized that the Ghost company did not work as it should have and we had over withheld social security. Long story short Michelle ended up fixing the issue for us and is a life saver!