Item: UKG Pro
Rating: 9
Author: Adam Jolley

Overall Satisfaction with UltiPro

Use Cases and Deployment Scope

UltiPro is used by all employees. Employees use it to track time management, request PTO, show PTO, etc. Employees also use it to complete their onboarding paperwork before their first day. Current employees use UltiPro to make changes to tax withholding and also have access to pay stubs, W-2s, and benefits enrollment. Managers can track PTO requests, time management, and OT.

Pros and Cons

Pros

Simple layout
Emergency helpline
Case management
Good customer service

Cons

Ulti Universe, layout is confusing.
Some customer service reps aren't thorough and don't read everything in submitted cases.
Better front page functionality.

UltiPro Business Outcomes

Costs savings
Time savings
Security and peace of mind

Security seems like a priority with UltiPro with password requirements, two-point authentification, etc. However, sometimes it seems painful when an employee needs to reset a password and has to answer three security questions each time this happens. Maybe it's the way ours is set up, but I don't even know why those security questions are even asked. I haven't seen a time when they're asked besides making new ones whenever passwords are reset. That seems like a waste of time. We wanted to use UltiPro for safety classes with our employees, but it costs too much which prompted us to go with someone else. The new onboarding portal seems very simple and easy and saves a lot of time.

Alternatives Considered

I used old software for a non-profit company that is not listed. It was called "employee manager." Of course, UltiPro dominates this software. From the employee end, I have used ADP and I like UltiPro's layout a lot better. It looks better and seems easier to navigate. However, it's been years since I've used ADP so they've probably updated.

Performance

UltiPro, for the most part, seems to run pretty well, but there are times when it slows down. Simply logging out and back in will fix this problem, but it can be annoying. This seems to happen when I am going through a lot of different pages pretty quickly for a long period of time.

Support Rating

I've had some great support through case management and also the emergency helpline. I used the emergency helpline to add a levy on an employee's wages and it was so helpful. They turned a disaster into a solution.

I have had bad experiences with case management though. Someone didn't contact me for a month, and couldn't fix the problem. They then bugged me very often to close the case. That was irritating. There have been times when I have commented on a case that was being worked on and the person helping me ignored the comment. They later closed the case. Yikes. I will say that most of my experiences with case management have been good, but these two experiences were horrible examples of customer service.

Exceptional Examples of UKG Pro Support

Yes, as said before, I called the emergency hotline to add a levy on wages for an employee. I had called the IRS several times before that to get help and it left me with hours of being on hold, horrible customer service, and not getting things figured out (big surprise, it's the IRS). I was feeling very frustrated and lost and called the helpline. When I did that, the person helping me was exceptional and I was able to take care of this task. It was a night and day difference.

Likelihood to Recommend

UltiPro is a great system, especially for those with larger companies. I like the idea of case management, however, it is not effective with our company and it's size. Great onboarding layout, we've just implemented it and so far it seems easy to use and simple. Having time management in addition to UltiPro is convenient.

UKG Pro Feature Ratings

Comments

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UltiPro Review by an HR Payroll Specialist and Onboarding Expert