Regional Supermarket Chain Utilizes HRchitect’s Concierge-Managed Support Services

Client Background

The Client is a U.S.-based organization that implemented both UKG Pro and UKG Pro Workforce Management (formerly Dimensions) as part of a broader initiative to modernize its HR and workforce management operations. While the initial implementation brought both systems live, the organization experienced challenges with delivery quality from the original implementation partner, leaving several configuration items unresolved and a backlog of additional system initiatives.

When the company’s sole HR technology resource departed, the organization needed a trusted partner to provide ongoing system support while also addressing outstanding optimization and enhancement projects. To fill this gap and stabilize its HR technology environment, the Client engaged HRchitect through a concierge-managed support engagement.

The Challenge

Although both UKG Pro and UKG Pro Workforce Management were operational, the Client faced several technical and operational challenges following the original implementation. Many integrations and configurations had been deployed without sufficient documentation or long-term system governance in mind, creating instability within the environment.

A particularly critical issue involved more than 30 system integrations that were configured to run under an individual user account rather than a system account. When the HR technology lead who owned those credentials left the organization, several integrations, including a vital weekly interval data export used by payroll, stopped functioning. Without internal technical expertise available, the Client needed an experienced partner who could quickly diagnose issues, stabilize system integrations, and provide ongoing support to ensure business continuity.

Client Profile

• Regional Supermarket Chain
• 3,000 employees
• 27 locations
• Lean HR team
• Systems in place: UKG Pro & UKG Dimensions
• Over 30 integrations

The Project

The Client partnered with HRchitect through a concierge-managed support engagement to stabilize and optimize its UKG Pro and UKG Pro Workforce Management environments. HRchitect began by addressing critical integration challenges that were impacting daily payroll operations and system stability.

One of the first initiatives involved reviewing and correcting the configuration of more than 30 system integrations that had been set up by the previous implementation partner. HRchitect identified that the integrations were configured to run through an individual user account rather than a dedicated system account, causing integrations to fail after the account owner left the organization. The HRchitect consultant corrected this issue by establishing a system-level service account and rerouting the integrations to ensure long-term stability.

During this process, HRchitect also resolved a failing interval data integration that was essential for payroll processing. While investigating the issue, the consultant implemented a temporary manual workaround to ensure the client could continue running payroll operations while the integration was repaired. The root cause was traced to an unaccounted-for data scenario involving additional labor category and job organization data for a specific employee. The consultant updated the integration’s return value logic to properly process the additional fields, ensuring that similar scenarios would not cause failures in the future. The issue was fully resolved within eight days.

Additional improvements included correcting an SFTP configuration that was automatically disconnecting when integrations were modified. By adjusting the configuration settings, HRchitect ensured the connection would remain stable and prevent future disruptions.

Today, HRchitect continues to support the Client’s HR technology strategy by stabilizing integrations, addressing system enhancements, and assisting with additional initiatives such as rolling out recruiting, onboarding, and employee self-service capabilities.

Key Benefits

• Rapid stabilization of critical integrations
  HRchitect quickly diagnosed and resolved integration failures within UKG Pro and UKG Pro Workforce Management, restoring essential payroll data flows and ensuring uninterrupted operations.

• Improved system governance and reliability
  By converting integrations from individual user accounts to dedicated system accounts, HRchitect implemented best practices that improved long-term system stability and reduced operational risk.

• Technical expertise to resolve complex integration issues
  HRchitect identified and corrected underlying data mapping issues within the interval data integration, updating return value logic to properly process additional labor and job data scenarios.

• Business continuity through proactive problem solving
  While technical fixes were underway, HRchitect implemented temporary manual processes to ensure the Client’s payroll team could continue operating without disruption.

• Ongoing partnership for HR technology optimization
  Through concierge-managed support, HRchitect continues to act as an extension of the Client’s internal team, supporting additional system initiatives including recruiting, onboarding, and employee self-service enhancements.

The Results

With the support of HRchitect, the Client was able to quickly stabilize and improve its HR technology environment across both UKG Pro and UKG Pro Workforce Management. Critical integrations that had previously failed were successfully restored, including the interval data export required for payroll processing. By implementing a dedicated system account and rerouting more than 30 integrations away from individual user credentials, HRchitect ensured long-term reliability and reduced the risk of future disruptions.

Complex integration issues were diagnosed and resolved within eight days, with HRchitect identifying and correcting the root cause related to additional labor category and job data that had not been accounted for in the original integration logic. During the troubleshooting process, the consulting team also implemented temporary workarounds to ensure payroll operations could continue uninterrupted.

Additional technical improvements, including correcting SFTP configuration settings, further strengthened the stability of the Client’s integration environment. With these foundational issues resolved, the organization now benefits from a more reliable and scalable system architecture. Through ongoing concierge-managed support, the Client continues to partner with HRchitect to expand system capabilities and drive additional efficiencies by implementing features such as recruiting, onboarding, and employee self-service.