The situation
The client operated two parallel HCM and workforce management platforms—UKG Pro WFM and ADP Workforce Now—each requiring ongoing configuration support, issue resolution, and subject-matter expertise.
Their internal team lacked the bandwidth and specialized depth to fully support both systems simultaneously. Rather than hire permanent headcount for functions that demanded platform-specific knowledge, the client sought an external partner who could operate as a seamless extension of their team.
How we approached it
RJ Reliance embedded a dedicated managed services team directly into the client's support model. Our consultants worked alongside internal staff, handling day-to-day system support, troubleshooting, and configuration work across both platforms.
We maintained continuity across the engagement by assigning consistent resources who built institutional knowledge of the client's specific environment, business rules, and escalation preferences over time.
The engagement was structured to flex with the client's needs—absorbing routine support volume while also addressing more complex integration and configuration challenges as they arose across the UKG Pro WFM and ADP Workforce Now environments.
The outcome
The client sustained reliable, expert-level support across both HCM platforms for multiple years without expanding their permanent headcount.
By treating RJ Reliance as an extension of their internal team rather than a traditional vendor, the client maintained operational continuity and institutional knowledge that would otherwise have required significant internal investment to build and retain.
The multi-year duration of the engagement reflects the stability and trust established between our team and the client's organization.