How Dialogue replaced UKG Dimensions with AI-powered workforce management
Dialogue fully replaced UKG Dimensions with Untether — 90% of teams now schedule self-serve, saving $131K+ a year.
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 scheduled in Untether and fully self-serve
- $131K+ in annual savings* from auto-scheduling and workflow automation
- +26% provider satisfaction* measured via provider surveys
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 workforce — physicians, nurse practitioners, and RNs working across multiple provinces, licenses, and skill sets.
The challenge: UKG Dimensions wasn't built for virtual care
Dialogue ran workforce management on UKG Dimensions, a system designed for traditional shift work — not a flexible, multi-license, multi-region clinical workforce. The gaps between what the software could do and what care operations needed were filled by hand.
The result was what the team came to call "manual madness": scheduling that required multiple tools, time-off requests with constant friction, manual compliance checks, limited reporting, and capacity planning that still happened in spreadsheets years after the UKG rollout. Operations staff were logging thousands of repetitive manual actions per month just to keep schedules accurate.
The solution: a staged replacement, not a risky cutover
Untether 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, followed by non-clinical teams, then multi-regional clinical teams — each phase measured on time saved, error rates, and provider satisfaction.
Along the way, Untether matched UKG's core functionality (shift scheduling, time cards, time off, payroll corrections, advanced reporting) and added what UKG never could:
- AI auto-scheduling that builds end-to-end 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 role structures, eliminating 2,000+ manual taps per month
- Native integrations with Dialogue's care platform, payroll, and data stack
The results
Dialogue has now fully retired UKG Dimensions. Payroll is submitted and timecards are approved entirely through Untether. Roughly 90%* of teams build their schedules in Untether self-serve, and time off runs through a redesigned flow that providers actually like using.
Auto-scheduling alone drove an estimated $131K+* in annual savings, while provider satisfaction with scheduling rose 26%* — proof that automation and provider experience aren't a trade-off.
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 Dialogue grows its share of the Canadian population it serves.
