About the Client

Global technology company with services including ride-hailing, food delivery, package delivery, courier and freight transportation

Challenges: Tackling with Ticket Backlogs

They needed (in near real time) incoming data transmissions from other systems and the ability to consolidate these messages into one central queue for review. These were marred by,

  • High-resolution time
  • Huge Backlog of Workday tickets
  • Unavailability of round the clock coverage as well as extended support

Supporting their Support Function

The company needed enhanced support for their incoming requests from Workday to other systems, and they needed a system that they can rely on and trust. They wanted complete visibility into client requests and issues, including current work items, open issues, and request completion rate. It also tracks (in near real time) incoming data transmissions from other systems via public APIs and consolidates these messages into one central queue for review.

  • To support the incoming Workday HR requests to provide support
  • Manage daily data transmissions between third party systems from/to Workday
  • Provide support to other recruiting and legacy HR data apps used by client teams

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