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10 Years of Stellar Service Experienced
Updated February 17, 2021

10 Years of Stellar Service Experienced

Don Griffin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with UKG Pro (formerly Ultimate Software UltiPro)

UltiPro is our HRIS/Payroll system and is used by the HR team as well as managers and employees for self-service. It is used for the quick access of information by managers as well as robust reporting for the organization. Dashboards are available and we are beginning to explore the use of them for the organization.
  • Hundreds of standard reports in addition to Business Intelligence reporting for unlimited alerts, automated reports, and dashboards.
  • Full automation of our payroll general ledger process.
  • Easy and reliable self-service access for end users.
  • Mobile app for easy access by managers to employee information.
  • UltiPro Time Management remains a bit clunky and reporting within the module is somewhat limited.
  • Real-time updating of UTM accruals to core would reduce end-user confusion.
  • Use of UKG Pro has allowed us to maintain a smaller HR staff than would be required without it.
  • Transparency of overtime reported automatically on a weekly basis has allowed us to reduce it significantly.
  • Consolidating HR administration under a single solution
  • Security and peace of mind
UltiPro has proven to be a strong consolidated location for our HR administration processes. It has been reliable, flexible, and we are confident of its security. The level of quality service we have received has strengthened that confidence as well. Ease of use as well as accessibility by managers to employee information in the mobile app has been a good enhancement for us.
We previously used ADP products however, due to continued unsatisfactory service levels we switched to Ultimate more than 10 years ago. The cost structure of UKG Pro has been easy to budget for since the previous vendor involved a lot of one-off invoicing for extra payrolls, special reports, and other things. The UKG Pro billing structure is straightforward and we've not been surprised by anything yet.
For us, the system responds very quickly to all environments. There are only occasional access issues and any of these are accompanied by notification from Ultimate to us by email starting with a notification of the issue and a projected resolution time then followed by a resolution issue. Any limits have been very short in duration and rare in occurrence.
The level of support provided by the service teams of Ultimate Software remains the primary reason for our strong satisfaction with them as a provider of HR capital management software services. They have been proactive in their approach and we sense their ongoing commitment to enhance their already superior levels of support to their clients.
About 18 months into our use of the product we were in the middle of an acquisition. We caused some issues with the acquired employees records that would have affected payroll. Because of the contact numbers provided to us by Ultimate and the level of relationship they established early on, we were able to reach out for quick resolution to what could have negatively impacted an entire group of employees new to the company.
We still remain raving fans of Ultimate's level of customer service. They are accessible, responsive, knowledgeable, and focused on customer satisfaction. Our service is provided by a dedicated team who is familiar with our environment as well as our processes. This allows them to be able to handle not just routine inquiries with ease but also when unusual things occur.

UKG Pro Feature Ratings

8.3
Employee demographic data
10
Employment history
9
Job profiles and administration
9
Workflow for transfers, promotions, pay raises, etc.
9
Organizational charting
6
Organization and location management
7
Compliance data (COBRA, OSHA, etc.)
8
8.8
Pay calculation
9
Support for external payroll vendors
Not Rated
Off-cycle/On-Demand payment
Not Rated
Benefit plan administration
7
Direct deposit files
10
Salary revision and increment management
9
7.7
Approval workflow
8
Balance details
7
Annual carry-forward and encashment
8
8.8
View and generate pay and benefit information
9
Update personal information
9
View job history
9
View company policy documentation
8
Employee recognition
Not Rated
Not Rated
Tracking of all physical assets
Not Rated
9.0
Report builder
10
Pre-built reports
8
Ability to combine HR data with external data
9
Integration with other HR capabilities ()
Not Rated
Not Rated
Performance plans
Not Rated
Performance improvement plans
Not Rated
Review status tracking
Not Rated
Review reminders
Not Rated
Multiple review frequency
Not Rated
Not Rated
Create succession plans/pools
Not Rated
Candidate ranking
Not Rated
Candidate search
Not Rated
Candidate development
Not Rated
Not Rated
New hire portal
Not Rated
Manager tracking tools
Not Rated
Not Rated
Corporate goal setting
Not Rated
Individual goal setting
Not Rated
Line-of sight-visibility
Not Rated
Performance tracking
Not Rated
8.0
Job Requisition Management
8
Company Website Posting
9
Publish to Social Media
Not Rated
Job Search Site Posting
Not Rated
Duplicate Candidate Prevention
7
Applicant Tracking
8
Notifications and Alerts
8

Upgrading UKG Pro (formerly Ultimate Software UltiPro)

Yes - Always. In the entire time of our use, we've never experienced an unexpected result from a new release. We are notified when the release install begins and receive notification when it ends. "Fixes" after releases have been rare.
  • Updates to the mobile app
  • Continued ease of use
  • More access through the mobile app for managers

UKG Pro (formerly Ultimate Software UltiPro) Training

We did some basic training at implementation 10 years ago. It was sufficient. Over our history with UKG Pro training has continued to be enhanced and everything from live and recorded sessions to job aids for specific matters or issues has become quite robust. The trainers themselves have been very effective.
  • Online training
The training includes examples of general processes as well as specific things one might encounter in work flows. The trainers, though covering many different topics in many different sessions, are skilled facilitators and manage their "classrooms" well. Length of live presentations has been good and graphics effective and interesting. Many of the sessions are delivered "just in time" for system upgrades or process changes so they contain the "latest and greatest" information.

Using UKG Pro (formerly Ultimate Software UltiPro)

275 - All employees use UKG Pro for time and attendance tracking. Non exempt employees clock in and out through Time Management and exempt employees enter exception hours. Managers use the system to access information about their employees. Management reports are generated automatically covering things like overtime and other expenses as well as activities including hires and terminations.
3 - There are 3 HR employees who support UKG Pro directly however, we have built a role used by our IT HelpDesk to provide another of channel of assistance to our end users for password resets.
  • Payroll processing
  • Time and attendance tracking
  • Management reporting
  • Update of company directory on our intranet through a nightly data feed including department, position, and manager
  • We have yet to automate the upload of data from our benefits provider into UKG Pro
We continue to be very satisfied with the level of service provided. We also have the use of the equivalent of an enterprise level system for a small- to mid-sized company price.

UKG Pro (formerly Ultimate Software UltiPro) Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No. The level of support we have received since 2009 has been more than sufficient to meet our needs.