Not every organisation needs a fully managed support service after Workday goes live. For businesses with an established internal Workday team, the challenge is often knowing where external expertise can have the greatest impact without adding unnecessary cost or complexity.
Following the implementation of Workday HCM and Workday Financials, this FTSE 250 manufacturing organisation partnered with Focus Cloud to provide targeted specialist support, helping its internal team overcome immediate operational challenges while establishing a more effective way of managing the platform.
Project Highlights
- Supported a FTSE 250 manufacturing organisation following Workday go-live
- Provided specialist expertise across Workday Financials, Integrations and Data
- Cleared an inherited support backlog within six weeks
- Introduced structured governance and service reporting
- Delivered a flexible AMS support model that complemented the internal Workday team
The Challenge
The organisation already had an experienced internal Workday team in place, but the transition from implementation created an unexpected operational challenge.
A backlog of unresolved support tickets inherited from the implementation partner was placing pressure on internal resources and diverting attention away from platform improvement and strategic priorities. While additional expertise was needed to resolve these issues, the client had no requirement for a traditional Application Management Services (AMS) model. Instead, it wanted specialist support that could integrate with its existing team and flex in line with demand.
Our Approach
Focus Cloud worked alongside the client's internal Workday team, providing specialist expertise where it would deliver the greatest value rather than duplicating existing capability.
The initial focus was on stabilising the support function by resolving inherited issues across Workday Financials, Integrations and Data. Once the backlog had been addressed, the engagement shifted towards improving the way support was delivered through clearer governance, structured triage processes and regular service reporting.
Rather than introducing a conventional AMS model, we implemented a flexible retainer that gave the organisation access to experienced Workday specialists whenever additional expertise or capacity was required, allowing support to scale alongside business needs.
The Outcome
By combining specialist expertise with a flexible delivery model, Focus Cloud helped the organisation strengthen its existing support capability without changing the way its internal Workday team operated.
The engagement delivered:
- Resolution of the inherited support backlog within six weeks
- A structured triage and prioritisation process for incoming support requests
- Monthly governance meetings and service reporting
- Flexible access to specialist Workday expertise as business demand changed
- More capacity for the internal team to focus on optimisation and strategic initiatives
Rather than replacing the client's internal capability, Focus Cloud enhanced it, providing targeted support where it was needed most while establishing a scalable model for the ongoing management and optimisation of the organisation's Workday HCM and Workday Financials platforms.
