Item: UKG Pro
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

The entire organization uses UKG Pro (formerly Ultimate Software UltiPro) for Payroll, time tracking, employee record keeping, recruitment, HR workflow, training records, advancement planning and employee HR communications. We are gradually adding more HR functions to it as we become more accustomed to the product. Different divisions use it more or less completely, and we have a goal for eliminating our outside tracking applications.

Pros and Cons

Payroll calculations are trouble free.
Workflow for HR Actions works well where it is supported.
Year end reporting is very clear and concise.

Integration between the different modules is weak. Payroll and time tracking obviously came from different sources and behave differently.
Record keeping for interns and other non-payroll personnel has not been effective
The new hire requisition piece used different rules for hiring approvals than the termination and job change pieces.

UltiPro Business Outcomes

Time savings
Consolidating HR administration under a single solution

Our workflow is much simpler than under our previous solution. We are disappointed that we still need to maintain external solutions to deal with some of our business partners. Also, the UKG Pro Single Sign-On was not working for our organization, which had both Active Directory and Google hosted accounts. UKG Pro (formerly Ultimate Software UltiPro) could only talk to one of those.

Alternatives Considered

This has been the only product that I have used at this location.

Performance

Generally, it is very responsive. This is a cloud based system, and sometimes it starts responding slowly. At least 4 times a year, it goes down altogether for periods from minutes to hours. We have never lost data, and the occasional outages are a minor inconvenience. As such, I did not mark them down too much for them.

Support Rating

There are no manuals for this product. There are a large number of both training videos and instructor led classes (taught remotely). These are good as far as they go, but do not cover all aspects of the application. Cognos training in particular is very weak. That is the included reporting tool, and it could use more support.
Response to issues is via callback, usually within 6 hours, but occasionally taking 3 or more days.

Exceptional Examples of UKG Pro Support

When I was implementing the workflow solution, their tech helped me work through the issues that came from having a complex organization. We were able to take their solution and make it work for my organization. The tech stuck with me to solve some knotty problems associated with differing work rules in different parts of the company.

Likelihood to Recommend

We have 850 employees and we are at the bottom end of the size that Ultipro likes to support. Tech support is sometimes weak. We have to lodge a ticket and waid for a callback. Sometimes this callback takes 3 days or more. There is an escalation process for high priority items, but items that are not time sensitive (like getting out a payroll) are still high priority to us.

HR Solution that requires dedicated on site support staff

Overall Satisfaction with UKG Pro (formerly Ultimate Software UltiPro)