The situation
A restaurant operator running UKG Pro Workforce Management needed dedicated client-side support for the integrations underpinning their HCM environment. While the core platform was in place, the organization lacked the internal engineering capacity to manage, maintain, and troubleshoot the integrations connecting UKG Pro WFM to the rest of their technology stack.
Without reliable integration support, data flows between workforce management and adjacent systems carried operational risk—creating the potential for payroll errors, scheduling gaps, and reporting inconsistencies that are particularly costly in a high-volume, shift-dependent environment.
How we approached it
RJ Reliance engaged as a client-side integration engineering partner, embedding directly into the operator's support model. Our role was to serve as a knowledgeable, accountable resource that the client's internal teams could rely on for integration issues—without requiring them to build that capability in-house.
The engagement began with a structured onboarding to understand the existing integration architecture, data flows, and any known pain points within the UKG Pro WFM environment. From that baseline, we established clear escalation paths and working protocols aligned to the client's operational cadence.
Ongoing support is structured to address both reactive needs—diagnosing and resolving integration failures as they arise—and proactive monitoring, ensuring that system changes or platform updates do not silently break established data flows.
The outcome
The engagement is active and ongoing. The restaurant operator now has a consistent, technically experienced point of contact for integration issues within their UKG Pro WFM environment, reducing the burden on internal staff and providing faster resolution when problems arise.
By embedding client-side rather than operating at arm's length, RJ Reliance is positioned to respond in the context of how this particular operator's systems are configured—rather than applying generic vendor-level guidance to a specific and complex environment.