Comprehensive post-implementation services designed to fit your unique needs
Your Success,
Our Mission
WorkForce Software is dedicated to helping our customers maximize the value of our solutions. Throughout your journey with us, we provide a wide range of services and support packages tailored to your specific needs and requirements, even as they evolve over time.
Customer-First Engagement
We build value-based partnerships, prioritizing your needs for long-term success using our global solutions
We hold ourselves accountable
to provide the best guidance for
optimal use of our solutions
Transparency
and Trust
Adapting to your evolving needs, we will continually offer guidance on the best practices for meeting your specific business requirements
Innovative Collaboration
Connecting you with fellow customers and industry experts, we created a knowledge hub for solution use and industry best practices
Community
Building Value, Building Success
Establish Targets and Track Your Progress with WorkForce Software’s Customer Value Program
The Customer Value Program leverages years of valuable data across various industries, geographies, and company structures. We provide expert guidance to help you target cost and efficiency benchmarks, setting realistic goals for your investment in WorkForce Software. This program's design optimizes your use of WorkForce Software solutions, providing metrics for tracking progress aligned with your business priorities. As a program participant, you will have a clear blueprint for articulating expected results and measuring the return on investment (ROI) realized by your organization. We set targets and measure and report the value realization to ensure you achieve your goals.
Discovery
Understand current workforce management processes and challenges
Evaluate key value drivers and expectations for improvement
Analysis
Change management, project management, UAT, and training
Implementation
Calculate savings, benefits, return-on investment, and expected breakeven
Value Assessment
Review and report outcomes, create a plan, and follow-up
Action Plan
Compare outcomes to baseline and quantify realized value
Value Realization
Our Customer Success Management team is a valuable resource throughout your customer journey. We act as your trusted advisor, helping you plan for maximum software adoption and usage, navigate WorkForce Software and partner resources, and leverage our best practices for supporting other customers.
Experience the Advantage of Personalized Guidance from WorkForce Software’s Customer Success Management Team
Strong Relationships, Strong Results
The WorkForce Academy offers continuous learning and innovation, with the right blend ongoing education, software expertise, and efficient skill-building to unlock the full potential of your use of WorkForce solutions. Our comprehensive, multi-mode training equips your team with the appropriate knowledge needed to utilize WorkForce Software solutions for your organization's needs. We provide tailored learning tools by role for administrators, managers, and employees, ensuring high user adoption and understanding of workforce management improvements made as a part of your implementation. We are committed to delivering efficient training so you can quickly gain the knowledge needed to support your implementation and subsequent phases.
Develop Your Knowledge with WorkForce Software Academy
Elevating Skills, Enriching Knowledge
Satisfied with Availability and Quality of Training
79%
To learn more, view our course catalog or log into your WorkForce Academy to kick-start your journey!
We recognize the mission-critical nature of your workforce software capabilities. Our global support team is always ready and available to provide prompt assistance when you have questions or things aren’t running as expected. To meet the diverse support needs of our customers, we offer several support packages with the capabilities to address your support requirements and match your needs.
Delivering Tailored Support Offerings Based on Your Organization’s Needs
Around the Clock Support for Seamless Operations
Standard Support
For "simple" single region customers with big implementation.
Experience the power of around-the-clock support for seamless operations with WorkForce Software’s tailored support packages rooted in our customer-centric cornerstones—visit our Support page now and unlock fast and effective solutions for any product-related challenge
Maximize your workforce management potential with Continuous Services. By tailoring our solutions and offering expert guidance, we are an extension of your WorkForce team. With a transparent approach, we adapt quickly to your needs and ensure adherence to best industry practices.
Trust In the Guidance of WorkForce Software’s Continuous Services to Meet Your Evolving Workforce Management Needs
Expert Solutions, Tailored Success
Continuous Services Video Placeholder
• Full service for on-going management of your solutions or as an
extension of your team
• Expertise in implementing compliance and policy changes
• Professional project execution for post-implementation enhancements
• Valuable recommendations and troubleshooting guidance
• Peace of mind, knowing that our experts are managing your workforce
system to your exact specifications
Our AMS team offers a programmatic approach to ongoing maintenance and enhancements of your WorkForce Software application. Whether as a member of your team or providing turnkey full management of your system, we leverage our experience across multiple industries and geographies to guide you in implementing company policy, regulatory, business, or other changes. Our goal is to ensure that you receive maximum value from our solutions.
Our AMS team offers:
— WestRock
The Managed Services Team is streamlining WestRock's requirement gathering by standardizing BRDs, setting up a requirements repository tool, and reducing manual processes, leading to cost and effort savings.
The WorkForce Software Customer Community is where customers come together to collaborate and share information, best practices, and experiences in implementation and workforce management practice improvement. Being part of the community allows you to engage with industry leaders, access exclusive resources, and participate in lively online and in-person discussions. You can also join webinars, regional user groups, and our flagship VISION conference to tap into workforce management experts' collective wisdom and accelerate your workforce management implementation or continuous improvement initiatives.
Join Other Customers and Industry Experts in the WorkForce Software Customer Community
Together Toward Success
Visit the Customer Community and start participating in lively discussions, accessing exclusive resources, and shaping the industry's future. If you are not already registered, contact your WorkForce Software rep for login information.
At WorkForce Software, putting our customers first is a core value, leading us to stand out as a valued, long-term partner dedicated to your success. We’re here to partner with you to support a modern approach to maximize your company’s most valuable asset—your workforce.
Request Your Personalized Assessment
Our Customer Value experts can work with you and your key stakeholders to make a compelling business case for change.
Submit Your RFP
If you’re clear on your needs and goals, we look forward to designing a solution that meets all the requirements of your RFP.
We’re Committed to Your Success
Learn how we’ve helped organizations like yours transform their workforce management practices, improving business outcomes and ensuring employees feel valued.
Highlighted in the Infotech 2022 Buyers Experience Report, 79% of clients are satisfied with the availability and quality of training provided by WorkForce Software.
Application Managed Services (AMS) Team
Continuous Care Services
• Configuration expertise
• Custom reports creation
• New integration assistance
• Timely implementation of configuration changes
• Expert guidance to ensure effective implemented changes
• Swift response to service requests for minimal disruption
Continuous Care Services is ready to assist when you have occasional service needs that go beyond your team's capacity or expertise, offering affordable solutions exactly when you need them.
Our Continuous Care Services offer:
View Our Course Catalog or Log into the WorkForce Academy to Start Your Learning Journey!
Contact Support for Answers to Your Questions and Solutions to Product Challenges
— Peter Walla,
Director, Global Support
The value we provide to customers is centered around the high quality of our expertise and our dedication to customer experience.
Visit the Customer Community. (If you aren’t already registered, contact your WorkForce Software representative for login information.)
Customer Success Management Team
WorkForce Academy
Around the Clock Support
Continuous Services
Customer Community
During your journey with WorkForce Software, know that additional resources are available to ensure we meet your needs. We’re here and ready to support your success.
Customer Value Program
M-F Business Hours Shared Service
• Standard support terms and conditions
• M-F business hours support
• Shared service across all customers
Value:
• Named Technical Account Manager
• Reduced resolution targets
• Premium Support phone lines
• Monthly review meetings
• Increased uptime SLA
Value:
For single region complex customers who need
a tailored approach and higher touch.
Technical Account
Manager (TAM)
Select Support
• Named TAM with Global TAM Team
Coverage 24x5
• Custom contract language around incident
response and resolution
• Yearly on-site visit with TAM and support
leadership
Value:
Improved SLAs
and Uptime
Signature Support
TAM
24x5x260
Custom Contract
Language
For global business with operations in two or more regions, multi-phase implementations with high complexity, ongoing changes and growth, pushing the edges of our products, or partner-led implementations where the
customer wants/needs ongoing WorkForce Software partnership.
• Solution health check
• Weekly system support review meetings
• Tailored approach and collaborated
measurements
• Optional language support
Principles of Exceptional Customer Experience and Success
To deliver value to our customers, we follow four main principles to ensure your success.
— Nucleus Research WFM Satisfaction Survey
The Managed Services Team is streamlining WestRock's requirement gathering by standardizing BRDs, setting up a requirements repository tool, and reducing manual processes, leading to cost and effort savings.
— WestRock
The value we provide to customers is centered around the high quality of our expertise and our dedication to customer experience.
Read More About Our Continuous Care Services and Application Managed Services Teams
Contact Support for Answers to Your Questions and Solutions to Product Challenges
Learn More About the Benefits of Our Select and Signature Support Tiers
Contact Support for Answers to Your Questions and Solutions to Product Challenges
Discover More
Ignite Your Training Journey
at VISION 2024
Unmatched Learning Experiences at the
Premier Workforce Management Event
Register Now
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Unmatched Learning Experiences at the Premier Workforce Management Event
The Premier Modern Workforce Management Event!
