The situation
An RJR client (anonymized) was operating a UKG Ready environment that had not reached a stable state. Day-to-day system issues were consuming internal resources, and there was no structured escalation model in place to route problems from frontline questions through to deeper technical resolution.
Without a reliable support framework, recurring issues went unresolved or were addressed inconsistently. The client needed a partner capable of owning the full support lifecycle—from end-user inquiries to root-cause remediation—without requiring the client to manage multiple vendors or internal escalation chains.
How we approached it
RJ Reliance engaged through its managed services practice, taking ownership of tier 1, tier 2, and tier 3 support for the client's UKG Ready system. This model placed a single accountable team across all escalation levels, ensuring that issues moved efficiently from initial triage to technical resolution without handoff gaps.
Tier 1 support handled frontline user questions and routine system interactions. Tier 2 addressed configuration issues and more complex functional problems. Tier 3 engaged RJ Reliance's senior technical resources for root-cause analysis, integration troubleshooting, and deeper platform remediation.
Throughout the engagement, RJ Reliance worked to document recurring issues, close knowledge gaps, and implement fixes that reduced repeat ticket volume—shifting the support posture from reactive to increasingly stable.
The outcome
With RJ Reliance managing all three support tiers, the client's UKG Ready environment reached a measurably more stable state. Issues were routed and resolved through a structured escalation model rather than being handled ad hoc, reducing the operational strain on the client's internal team.
The engagement established a repeatable support framework that the client could rely on going forward, with clear ownership at each escalation level and consistent visibility into open issues and resolution status.