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HCM Kronos Retail Telecomm

About the Customer

  • Largest US Telecom retailing chain, over 45,000 team members, who collectively service over million customer transactions each month.
  • Have over 3000 stores across US geography

Challenge

  • Regular enhancement and improvement from Business on implementation. Value for business was not captivating. Regular concerns of resource utilization.
  • Support was the biggest concern from business.
  • Working on manual testing and execution was a challenge.

Strategy and Insight

  • Capacity of 12 offshore (Includes Delivery Manager, Application Developers, Automation Testers and Support Team) + 2 onsite Kronos Technical leads attributes to increased business value.
  • 3 years Managed Service Engagement

Strategy and Implementation

  • Created a dedicated team of 16 plus associates to fulfill customer required.
  • Created a trigger on User object and a backend object to store the changed values at business level.
  • Increased controls enforced by KPI’s and SLA’s.
  • Offshore Devops team hours from 4am to 1pm PT.
  • Development working on Product Backlog to follow the sprint execution model. Working method on User Stories (Analysis, Design, Develop, Review and Deploy).
  • SCRUM Master and Delivery manager to add more value in delivery also responsible for SLAs/KPIs.
  • Support team handles the largest business of customer with 24/7/365 days. On-Call support during non-working hours.
  • Prepare & review sprint status report at end of each sprint cycle. Provide reports – adhoc, daily, weekly, monthly and QBR status reports which include KPIs & SLA’s metrics.

Impact

  • Business process improved
  • Better performance of workforce payroll.
  • Usage of the Kronos system has been user-friendly throughout business users.

TechM Advantage

  • Simplify business processes through Unified Kronos platform
  • System driven workflow for flawless attendance and payroll approval
  • Integration to other ERP systems for fulfilments
  • Custom reports improves store supervisor and business manager productivity
  • Robust governance structure for handling market wise implementation aligned to Single Org Strategy
  • Helped in early visualization of business benefits

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