Item: UKG Pro
Rating: 7
Author: Krista Makos, SHRM-CP

Use Cases and Deployment Scope

Our entire organization uses UltiPro. We implemented 4 years ago to replace our 6 individual HR-related systems that did not work together or "talk" to each other. We use most modules - Recruiting, Onboarding, Core, Payroll, Learning, Performance, Comp, Documents, Employee & Manager Self-Service. It allowed us to reduce a lot of manual work and duplicate work. It gives employees a lot of independence and puts ownership back on them which freed up time for those of us in HR.

Pros and Cons

Brings many HR related modules into one system to streamline processes.
Continually asks for feedback from customers and implements enhancements.
Gives the employees and managers the ability to do a lot of things themselves.

Tax Payment Services - They are working on a new system that will hopefully help but the last 4 years we have had many issues with customer service, payments, NTR turnover, etc.
Integration Feeds with Carriers - I haven't implemented one in over a year but the 4 that we setup previously all had their struggles and issues.
Looking forward to what is ahead - the new Culture Inspired User Experience will be great. The current user experience is just okay.
Customer Service - Our previous account managers and ERMs did not do much for us. We were recently reassigned and communication has been much better.

UltiPro Business Outcomes

We hope to continue to use UltiPro to streamline processes. We do monthly 1x1's that are currently documented outside of UltiPro and we want to be able to put those in the system. We want to streamline more of our recruiting & onboarding process. We also want to be able to track leaves much better in UltiPro - leave of absences, FMLA, STD. 2 years ago when I was here at Connections they "live coded" it but I haven't heard anything since and there is currently no good way to track that. I don't understand why it hasn't been implemented yet if they worked on it 2 years ago.

Alternatives Considered

ADP Workforce Now and Paycom

Paycom was our first choice, but because of cost, we went with our second choice of UltiPro.

Performance

We don't often have issues with the system speed.

Support Rating

I am right in the middle of this one. Our sales rep (Andrew Gebel) has always been amazing from day one. I am still in touch with him and he has helped me resolve issues over the last 4 years. Our Account Managers and ERMs have not historically been great at responding or resolving issues. We are on our 4th new Account Manager and 2nd or 3rd ERM and things seem to be improving now. We are on our 4th Tax Rep and she is much better than what we've ever gotten in the past. When it comes to submitting Cases in CSP, some are great and some take a lot longer so that's average too.

Exceptional Examples of UKG Pro Support

Andrew Gebel, our sales rep, has always provided us exceptional support. I've escalated situations to him in the past and while he should be long removed from our process as we implemented 4 years ago, he's been the only one to take action and get things done.

Likelihood to Recommend

While overall, UltiPro has provided us with wonderful improvements to our processes and has been a positive, it has not been without its struggles as I previously mentioned in Cons. It still provides a lot of value for someone looking for an HRIS and I am excited about the future with the merger with Kronos as well.

Always Improving!

Overall Satisfaction with UltiPro