How Dialogue replaced UKG Dimensions with AI-powered workforce management

• $131K+

  Margin / utilization

  Annual savings from automation (illustrative, pending sign-off)

• +26%

  Care Team satisfaction

  Higher Care Team satisfaction (illustrative, pending sign-off)

• 90%

  Reduction in manual labor

  Teams scheduling self-serve (illustrative, pending sign-off)

Results at a glance

• 100% UKG Dimensions replacement — scheduling, timecards, time off, and payroll submission now run end-to-end on Untether
• 90%* of teams scheduling in Untether, fully self-serve
• $131K+* in annual savings from auto-scheduling and workflow automation
• +26%* Care Team satisfaction, measured by survey

About Dialogue

Dialogue is Canada's leading virtual healthcare and wellness platform, delivering primary care, mental health, and EAP services to millions of members. Behind that care is a large, flexible clinical Care Team — physicians, nurse practitioners, and RNs working across multiple provinces, licenses, and skill sets.

The pain

Dialogue ran workforce management on UKG Dimensions, a system designed for traditional shift work — not a flexible, multi-license, multi-province clinical Care Team. The team had a name for what filled the gaps: manual madness.

Tools built for shift work, not clinical labor. UKG couldn't model flexible, multi-license, multi-region care, so the difference between what the software did and what operations needed was closed by hand.

Back-office hops between systems. Scheduling lived in multiple tools, time off ran on friction, compliance was checked manually, and capacity planning still happened in spreadsheets years after go-live. Every workflow crossed several systems, and every hop was a chance to lose time or introduce an error.

Payroll built from manual timecards. Corrections and approvals were handled by hand — the kind of repetitive work that quietly drains margin and puts payroll accuracy at risk.

Operations logged 2,000+ manual taps every month just to keep schedules accurate. None of it added a single minute of patient care.

The challenge

This wasn't a tooling annoyance — it was a cost-of-service problem. The manual hops between scheduling, HRIS, and payroll added labor to every unit of care Dialogue delivered, and the burden grew as the business grew. Dialogue needed to retire UKG without risking a single payroll run or a single coverage gap.

The solution

We replaced UKG Dimensions through a staged rollout designed to de-risk the transition: a pilot team running end-to-end with UKG in shadow mode, then non-clinical teams, then multi-regional clinical teams — each phase measured on time saved, error rates, and Care Team satisfaction.

We matched UKG's core functionality (shift scheduling, timecards, time off, payroll corrections, advanced reporting) and added what UKG never could:

• AI auto-scheduling that builds schedules, open shifts, and appointments to meet patient SLAs
• Automated time off and vacation bids with capacity-based rules that protect coverage
• Real-time coverage dashboards for on-call monitoring, replacing manual gap-checking
• Automated team tagging and simplified roles, eliminating 2,000+ manual taps a month
• Native integrations with Dialogue's care platform, payroll, and data stack

The impact

Dialogue has fully retired UKG Dimensions. Payroll is submitted and timecards approved entirely in Untether. Roughly 90%* of teams build their own schedules self-serve, and time off runs through a redesigned flow Care Teams actually like using.

Auto-scheduling alone drove an estimated $131K+* in annual savings, while Care Team satisfaction rose 26%* — proof that automation and Care Team experience aren't a trade-off. Every back-office hop removed is cost taken out of the service Dialogue delivers.

What's next

With workforce management automated, Dialogue's operations team spends its time on capacity strategy instead of spreadsheet maintenance — planning how to scale coverage as it grows its share of the Canadian population it serves.

*Illustrative figures pending final customer sign-off.