First Horizon National Corp.

Providing 24-7 access to HR and payroll details for employees and managers in hundreds of locations

Key Benefits
  • 24-7 access to HR/payroll details for employees and managers in 800 locations
  • Streamlined, expedited process for onboarding new employees
  • Range of hard- and soft-cost savings, including annual reduction of $40,000 in mailing costs alone

First Horizon National Corporation is a premier financial services company with a long history of success and traditions dating back to 1864. The company, one of the largest bank holding companies in the U.S., is known for exceptional customer service and a deep commitment to its customers and its employees. Its team of more than 5,000 employees, working across the U.S. and abroad, serves more than 460,000 consumer customers and 55,000 businesses. First Horizon has been recognized as one of the best employers in the U.S. by AARP and Working Mother magazines.

5,600 employees

Before UltiPro, First Horizon had been using an in-house system that did not include the web-based functionality and consistent performance the company needed. The company also wanted a solution that could grow with its organizational expansion.

After careful evaluation, First Horizon’s executive and management teams selected Ultimate Software’s cloud-based UltiPro. This HCM solution provides First Horizon with the flexibility to pay for the functionality it needs rather than purchase a solution with features that the company wouldn’t need or use.


First Horizon went live on UltiPro in 2002, and employees and managers in 800 locations can quickly access and update information — removing the burden of time-taxing data entry from the HR/payroll staff.

With UltiPro’s instant, 24-7 direct access, First Horizon’s workforce can view individual payroll, HR, and benefits information as well as update personal details or make benefits choices during open enrollment. Managers also can explore employee information, such as leave time, job history, or compensation — without having to rely on HR or payroll teams for assistance.

“The UltiPro portal has allowed my staff to move away from tactical activities, such as changing an employee’s direct deposit information or looking for an employee’s review date. Now they spend more time dealing with larger issues. Plus they can simply provide better service more people because they are not caught up in administrations or minutia,” said Karen Sones, senior vice president of human resources at First Horizon.

“By serving as our central, online location for employees to view payroll information, UltiPro assisted us in migrating to a paperless payroll, and now we are saving $40,000 annually in mailing costs alone.”

Following changes in HR strategy, First Horizon’s HR department made a series of critical business decisions to improve HCM efficiencies. The HR group was tasked with finding new ways to accomplish its mission with a leaner staff. One objective was that all new employees become productive quickly and develop rapidly into engaged contributors aligned with corporate values and priorities.

Already using UltiPro to effectively manage talent acquisition and compensation as well as core HR and payroll functions, First Horizon’s HR team chose to leverage UltiPro’s onboarding capabilities in order to support these strategic initiatives.

“With UltiPro, we can begin onboarding even before the new hire begins employment,” said Sones. “We really love how UltiPro automates and simplifies the process of assimilating new employees into our business and our corporate culture.”

When an employee is hired, UltiPro helps manage all of the processes, workflow, and notifications that need to be completed in order to onboard the new hire. New employees follow a step-by-step guide through the orientation process, including completing required government and procedural forms digitally — with a government-compliant electronic signature — to reduce paperwork. Automated task notifications with built-in reminders ensure a seamless, documented process, eliminating the need for HR to ‘chase down’ colleagues or vendors to confirm that new hires will receive the proper provisioning.

By using UltiPro, First Horizon has experienced greater cost savings, increased consistency in HR operations, as well as improved productivity with newer employees.

“We have seen new employees making contributions to our business very quickly,” said Sones. “UltiPro is very easy-to-use, easy-to-manage technology, and our company has saved money while creating happier, more engaged employees. Every employee coming in the door is hearing consistent messaging and receiving the same materials to reference.”

The business impact to First Horizon has been significant. The full suite of HCM has become paperless operations, and all data is centralized and immediately available. First Horizon has eliminated redundant, manual data entry, and the HR team has cut the need for three full-time positions within its department.

Most importantly, First Horizon’s employee retention rates have improved dramatically — with the overall voluntary turnover rates decreasing by almost 10% in a 12-month period.

“Streamlined, unified processes for HCM are tightening our alignment between workforce actions and company objectives, and as a result, our HR team can now provide a deeper level of service and support to our employees,” said Sones.

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