UltiPro

It automated a lot of our current administrative functions which has helped alleviate some of our duties.

Trying to get help from Customer Service. I hate the ticketing system and do not believe them when they tell you have a "Dedicated Rep." It's title only.

We recently switched from Paychex to UltiPro in September. As someone who searched this site before making the decision to switch, I thought I would add my personal review. We've been using UltiPro for 5 months and while I do have positive things to say, for review purposes I want to share my problem areas: 1. The conversion process could have been worse, but it could have been better. I thoroughly enjoyed our Activation Rep, but I wish some of the "To-Do" tasks would have been provided earlier. There ended up being some serious data collection/auditing on our end and I felt it all piled up at the same time. We still had to complete out "day job" during this transition, so it made for some long nights. I remember wishing often, that I would have known this information would have been needed as I would have started preparing it earlier. 2. They make you sit through very time consuming online training classes. While training is wonderful, I wish it would have been more personalized. I also felt the training was required TOO SOON in the process. By the time we actually had access to our company's UltiPro website, I had to sit through a lot of the trainings again. Made me wish I would have saved the time I lost in the earlier classes and just waited until after activation. 3. UltiPro is a very robust program. However, like any system, there are certain things it can't do that seem like a very simple/common sense request. 4. UltiPro is INCREDIBLY "clicky" - what I mean by that, is navigating the site requires A LOT of mouse clicking. Everything pops open in new windows or is a drop down so you find yourself clicking "x" or choosing dropdowns all the time. You also find yourself navigating through 3 tabs before finding the information you need. I like what UltiPro can do, but can't help but feel the navigation could be much more efficient. 5. MY BIGGEST ISSUE: The customer service is incredibly poor. Unfortunately, this was the main reason why we switched HRIS systems - to find better support. If you have an issue, you DO NOT have a dedicated rep. They say you do, but you rarely if ever actually speak with that person. This is due to the fact you must submit a "Case" when you have an issue/question. The case will then be picked up by a group of reps so I rarely have talked to the same person twice. This is an issue because each rep seems to have a different answer and to be honest, it only took a couple months in the system before I felt I knew more than they did! They often will give you advice that contradicts what another rep said or will fix your current issue, but cause another issue somewhere else in the site. And forget about calling - I gave up reaching out to them after sitting on hold over 30 minutes SEVERAL times. They also promise a response within 4 hours on each ticket, but I've had tickets hang out there for weeks without anyone reaching out. I once submitted a tax delinquency notice and was told the reps in payment services were back logged and it would be 60-90 days before someone would look into it. I couldn't believe they expected me to wait and let late fees rack up for 60-90 Days on a Tax Issue. In Summary - do NOT jump into this system if you require a lot of hand holding. Overall, I truly enjoy the new automated abilities UltiPro is providing us. There are definitely cool/helpful features with the system that I'm excited to start using. While the above sounds like negatives, I don't want to scare you away from this product as it might be a good option for your company. I just want to warn you our experience with this software program has been a LOT of self training, self teaching, and self trial and error. I'm starting to finally get comfortable with system configuration and have learned to only ask for help if I absolutely can't figure it out myself.