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Customer support could be better
March 03, 2020

Customer support could be better

Nghi Nguyen | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with UltiPro

Currently, we are using it company-wide. It keeps track of employees' information.
  • It keeps track of our employee records.
  • User-friendly.
  • Always improving.
  • BI reporting.
  • Consolidating HR administration under a single solution
It is hard to maneuver within the system as it is expanding and the UltiPro database is not layout in ways that make it easy to pull a report. For example, pulling something from UTA and Core together is not doable and require service request. If adding another component and even though it is the same software, I'm not sure how it all will work.
  • It is a newer company (2005 vs. 1990)
  • The framework is better
  • Easy on the eyes as an end-users
  • The reporting tools
  • Customer service
I have been using/managing UltiPro for over 7 years. This past year was probably the worst when it comes to customer support. I don't know why they don't do their research prior to calling customers. We tend to spend at least 1/2 an hour of me explaining the issue again and then together we spend another hour on basically troubleshooting it together. It is frustrating and the fact that the support person only know one specific component vs. the system itself.
As an HR product, it is a great tool to store employees' information but as the product is expanding to add other components, it becomes more difficult to maneuver around.

UKG Pro Feature Ratings

7.9
Employee demographic data
7
Employment history
9
Job profiles and administration
8
Workflow for transfers, promotions, pay raises, etc.
8
Organizational charting
8
Organization and location management
8
Compliance data (COBRA, OSHA, etc.)
7
6.8
Pay calculation
7
Support for external payroll vendors
5
Benefit plan administration
7
Direct deposit files
8
Salary revision and increment management
7
8.7
Approval workflow
9
Balance details
9
Annual carry-forward and encashment
8
9.0
View and generate pay and benefit information
9
Update personal information
9
View job history
9
View company policy documentation
9
Employee recognition
9
Asset Management ()
Not Rated
4.3
Report builder
5
Pre-built reports
5
Ability to combine HR data with external data
3
Integration with other HR capabilities ()
Not Rated
Performance Management ()
Not Rated
Succession Planning ()
Not Rated
7.0
New hire portal
7
Manager tracking tools
7
Performance and Goals ()
Not Rated
Recruiting / ATS ()
Not Rated