Case Study
Jade Global's 24×7 Workday Support Empowers a Global Transportation Titan to Drive Past the Traffic of Ticket Backlogs
Download Case StudyAt a Glance
This Workday success story on a multinational transportation giant showcases how Jade Global's 24×7 support transformed operational efficiency. Faced with challenges like high-resolution times and a significant backlog of Workday tickets, the client urgently needed streamlined support and enhanced data management across their HR functions. Jade Global stepped in with a dedicated 24/7 support team, drastically reducing ticket resolution times and implementing robust backlog management systems. Real-time data transmission tracking and centralized request management further optimized operations, ensuring seamless integration and reliability.
As a result, the client achieved improved visibility, control, and overall efficiency in managing their diverse HR landscape, paving the way for informed decision-making and sustained business growth.
About the Client
The client is a multinational transportation company providing a range of services including ride-hailing, food delivery, package delivery, courier, and freight transportation.
Business Challenges
The client faced several challenges that hindered their operational efficiency:
- High-resolution time: Delays in resolving support tickets were causing operational bottlenecks.
- Huge backlog of Workday tickets: The accumulation of unresolved tickets was overwhelming the support teams.
- Unavailability of round-the-clock coverage: The lack of 24/7 support was exacerbating the resolution delays and contributing to the ticket backlog.
Business Requirements
The client needed a robust support system for managing their Workday application and its integrations with other systems. Key requirements included:
- Enhanced support for incoming requests from Workday to other systems.
- Complete visibility into client requests and issues, including current work items, open issues, and request completion rate.
- Near real-time tracking of incoming data transmissions from other systems via public APIs.
- Consolidation of these messages into one central queue for review.
- Support for incoming Workday HR requests.
- Management of daily data transmissions between third-party systems and Workday.
- Support for other recruiting and legacy HR data applications used by client teams
Business Benefits
The implementation of Jade Global's 24×7 Workday Application Support Service yielded significant benefits for the client, including:
- Improved Operational Efficiency: The reduction in resolution time and effective backlog management improved overall operational efficiency.
- Enhanced Data Management: Real-time tracking and consolidation of data transmissions ensured smoother integration between Workday and other systems.
- Increased Support Reliability: The availability of round-the-clock support provided the client with a reliable system they could trust.
- Better Visibility and Control: Complete visibility into requests and issues allowed the client to maintain better control over their HR processes and make informed decisions.
Jade Global's Solution and Services
Jade Global provided a comprehensive 24×7 Workday Application Support Service tailored to the client's needs. The key elements of the solution included:
- Dedicated 24/7 support team: Implementation of a dedicated 24/7 support team, led to drastic reduction in ticket resolution time.
- Backlog Management: A process for systematic management of the ticket backlog was placed to ensure that outstanding tickets were addressed promptly, preventing further accumulation.
- Real-Time Data Transmission Tracking: Leveraging public APIs, Jade Global enabled near real-time tracking of incoming data transmissions from other systems, consolidating these messages into a central review queue.
- Centralized Request Management: Dedicated support team was aligned to follow up on users requests and issues, for prompt resolution of open issues and requests.
Download Case Study
Check out our Workday High Tech Services
Related Section
