Customer Story

Jack in the Box Uses UKG Pro to Drive Operational Efficiency

  • Enables administrators to make changes ― through the platform configuration ― that are seamless for the end-user

  • Supports defining rules in the configurable Value Rules Engine, setting specific fields based on the entries in other fields

  • Delivers high levels of customer service that have been integral to an outstanding UKG Pro user experience

Jack in the Box

Jack in the Box has approximately 140 corporate locations, with over 5,000 employees and 2,100 franchisee-operated locations covering 21 U. S. states and Guam.


Prior to implementing UKG Pro®, Jack in the Box was using an outdated solution that lacked the capacity for upgrades. The company sought an HCM platform that could support the needs of restaurant-based employees while delivering the functionality and usability to drive organizational performance.


"My favorite part about UKG Pro is the platform configuration," said Nicole Brogdon, HRIS Manager at Jack in the Box. "Although I can make changes to the solution that impact our processes, the end result is seamless to our users and our employees. I can make small changes to labels or modify the functionality of an entire page."

As an example, Brogdon noted that she has adjusted the job-change and salary fields in Pro so only certain job codes and reasons are available at the restaurant level.

“No other HCM solution we looked at had this kind of functionality.”

Nicole Brogdon

HRIS Manager


"Pro's configurable Value Rules Engine lets me define rules within Pro that will set certain fields based on the entry of other fields, such as organization levels and standard hours based on location," said Brogdon. "The solution's support of our specific requirements gives me the confidence that we are paying our employees accurately, and I'm not required to undertake a daily audit. No other HCM solution we looked at had this kind of functionality."

According to Brogdon, UKG has been a reliable partner as Jack in the Box has optimized its use of Pro, and UKG's high levels of customer service have been integral to the company's outstanding experience with Pro.

"Our customer success manager treats us not just like a business, but like family," said Brogdon. "She's available to Jack in the Box whenever we need her, and if she doesn't have the answer, she will find the right people and get us what we need. There have been times when I've called her at 5:00 p.m. on a Friday and she's answered, helped me solve my immediate problem, or escalated my issue to UKG's case managers. Then, she's followed up with me on the weekend to make sure the case was resolved. UKG's customer service team always goes above and beyond."

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