For many organizations, the real measure of a Workday implementation comes after go-live. Once the project team steps away, the focus shifts to supporting users, maintaining platform stability and ensuring the system continues to evolve alongside the business.
After completing a complex multi-country Workday HCM deployment, this global professional services firm partnered with Focus Cloud to provide experienced client-side support, creating a seamless transition into an ongoing Application Management Services (AMS) model.
Project Highlights
- Supported a global professional services organization with more than 40,000 employees
- Provided client-side Workday HCM support immediately after go-live
- Transitioned the engagement into a retained Workday AMS model
- Reduced average ticket resolution times by 40% within the first quarter
- Expanded support into Workday Adaptive Planning and future roadmap initiatives
The Challenge
Following a successful Workday HCM implementation, the organization entered a new phase of its Workday journey.
With implementation complete, the priority shifted toward operational support, platform governance and continuous improvement. The client wanted to retain the knowledge developed during delivery, while giving its internal teams the capacity to focus on strategic priorities rather than day-to-day platform management.
At the same time, the organization wanted a support partner that could do more than resolve issues. It needed experienced Workday specialists who could help identify opportunities for optimization and support the long-term development of the platform.
Our Approach
Focus Cloud joined the client-side delivery team immediately after go-live, providing continuity between implementation and ongoing support rather than introducing a completely new team.
As the engagement evolved, we transitioned into a retained Workday Application Management Services model, providing day-to-day operational support while working closely with internal stakeholders to improve platform performance and plan future enhancements.
Alongside resolving support requests, we completed an initial tenant health review to identify configuration improvements, supported successive Workday release cycles, and provided strategic input into the organization's evolving Workday roadmap. As the relationship developed, our support expanded beyond Workday HCM to include Workday Adaptive Planning.
The Outcome
The partnership gave the organization a stable, scalable support model that balanced operational support with continuous improvement.
The engagement delivered:
- A 40% reduction in average ticket resolution time within the first quarter
- Two Workday release cycles delivered without incident
- Identification of 18 configuration improvements through an initial tenant health review
- Expansion of support beyond Workday HCM into Workday Adaptive Planning
- A long-term AMS partnership aligned with the organization's future Workday roadmap
By providing continuity from implementation through to Application Management Services, Focus Cloud helped the organization retain valuable platform knowledge, improve operational performance and establish a strong foundation for future Workday optimization.
