Bio-Pharmaceutical Client Leverages HRchitect for Year-End Payroll & Support

Client Background

The Client is a U.S.-based bio-pharmaceutical organization operating in a highly regulated industry with complex payroll, tax, and compliance requirements. As part of its HR technology strategy, the organization implemented UKG Pro to support its HR and payroll operations.

Following the implementation, the Client sought a trusted partner to provide ongoing expertise and guidance to ensure the platform was being used effectively and maintained in alignment with evolving business needs. To support these goals, the organization engaged HRchitect for concierge-managed post-go-live support, enabling the HR and payroll teams to access expert assistance, training, and system optimization guidance as needed.

The Challenge

Operating in a regulated industry with complex payroll and compliance requirements, the Client needed to ensure its HR and payroll systems were configured correctly and maintained according to best practices. While the UKG Pro system provided powerful capabilities, certain processes, such as year-end payroll activities, tax verification, and earnings and deduction configuration, required specialized knowledge that was not always readily available within the internal HR team.

Additionally, managing support cases with the software vendor and resolving technical issues could be time-consuming and administratively burdensome. The Client needed reliable access to experienced consultants who could provide ongoing guidance, assist with complex payroll processes, and act as an advocate when working with the vendor to resolve issues quickly and efficiently.

Client Profile

• Headquartered in Cambridge, MA
• 350 employees
• Treats and address complications from kidney disease
• Chose HRchitect for a successful UKG Pro Core HR and Payroll solution
• HRchitect support client since 2019

The Project

The Client partnered with HRchitect through a concierge-managed support engagement designed to provide ongoing advisory and hands-on assistance with its UKG Pro environment. Over the course of a multi-year relationship, HRchitect consultants supported a wide range of initiatives including payroll year-end preparation, super-user training, earnings and deduction code configuration, 401(k) plan transitions, taxation verification for relocation reimbursements, and facilitation of support case resolution with the software vendor.

A key component of the engagement involved guiding the Client through year-end payroll processing within UKG Pro. Recognizing that the first year-end cycle with a new payroll platform can present unique challenges, HRchitect recommended a structured year-end walkthrough. Through weekly meetings from November through January, the consultant worked closely with the Client’s payroll manager to review responsibilities, run required reports, verify W-2 data accuracy, and ensure all configuration updates were completed on schedule.

In addition to operational support, HRchitect also served as a liaison between the Client and the vendor’s support teams. Drawing on deep system expertise and experience as former HR practitioners, HRchitect consultants translated functional HR challenges into technical system requirements, helping expedite issue resolution and ensure the Client received timely support.

Key Benefits

• Expert guidance for complex payroll processes
  HRchitect provided hands-on support for critical payroll activities, including year-end processing, tax verification, and earnings and deduction configuration, ensuring accuracy and compliance within UKG Pro.

• Faster issue resolution with vendor advocacy
  By acting as a liaison with the software vendor, HRchitect helped translate HR and payroll issues into technical solutions, reducing support case resolution time by an estimated 50%.

• Increased system knowledge and internal capability
  Through super-user training and collaborative support, HRchitect empowered the client’s HR and payroll teams with a deeper understanding of system functionality and best practices.

• Reduced administrative burden for HR teams
  With a dedicated consultant serving as a direct point of contact, the Client avoided traditional support ticket processes and received faster, more personalized assistance.

• Improved ROI and long-term system success
  Ongoing optimization, guidance, and proactive support enabled the Client to maximize the value of its UKG Pro investment while reducing compliance risk and preparing the organization for future system enhancements.

The Results

Through partnering with HRchitect, the Client has significantly increased return on investment on their UKG Pro system, drastically reduced compliance risk, increased the HR team’s understanding of system functionality and has been set up for future system success. The Client has realized the value in having a true partner that focuses on educating the Client via a hands-on approach, while providing immediate resolutions to UKG Pro support questions and issues. The Client has found significant value in having a dedicated consultant acting as a natural extension of their team to discuss specific system scenarios and related pros and cons before making changes to their live UKG Pro system.

Additionally, by engaging with HRchitect, the Client benefits significantly from reduced administrative work related to system support. With HRchitect, when a client needs support, they are able to reach out to their direct contact at HRchitect, a dedicated consultant who knows the client, their business, and their HR processes, rather than the administrative headaches that arise from typical support processes, such as entering a ticket and waiting for the ticket to be assigned before research into the issue begins. This Client has the support needed to maximize ROI on their UKG Pro system and with a consultant alongside the organization, feels empowered to tackle future system challenges.