Century 21 Department Stores was losing 200+ hours per pay period to payroll errors from a decade-old Kronos setup. BTG redesigned their support model, change management process, and documentation — cutting ticket resolution time from 3 weeks to 4 days.
Client
Century 21 Department Stores — an American chain of department stores headquartered in New York City, with 13 locations across the northeastern United States.
Issue
Century 21 Department Stores was running a 10-year-old Workforce Management System with outdated configurations and rules. The problems were significant:
- Accrual and pay errors were generating over 200 hours of additional work for the payroll department each pay period.
- Employee complaint call volume had risen 40%.
- System documentation was invalid, and administrators were struggling to support the business.
Resolution
Century 21 needed their Kronos WFC v7.0 system reconfigured to align with current business requirements, along with ongoing production support and change control management. BTG was engaged to administer and troubleshoot all Kronos-related issues, covering the following modules:
- WTK – Timekeeper
- Accruals
- Basic Scheduler
- WDM – Device Manager
- WAT – Attendance
- WIM – Integration Manager
Our team performed an immediate systems assessment of the Production environment. After presenting our findings, the client's Steering Committee approved five core initiatives:
- Implement a detailed support plan with 2nd and 3rd level Help Desk support
- Implement a new development process for configuration changes
- Implement a streamlined change management process
- Implement monthly and quarterly quality assurance measures
- Implement knowledge transfer to local administrators with revised documentation
Results
- Help ticket resolution time was reduced from 3 weeks to 4 days.
- An Administrator FAQ document — built from two years of issue history — reduced 1st-level escalations to 2nd level by 85%.
- Configuration change turnaround was cut from 8 weeks to 4 weeks through monthly maintenance windows and strict development lifecycle governance.
- Data quality audits and cleanups reduced help desk call volumes year-over-year.
- BTG rolled out configuration fixes for 8 projects in 18 months, reducing system errors and cutting payroll team man-hours by 35%.
- Our team delivered over 15 documents including Job Aids, User Guides, and Training Materials.
Boomer Technology Group specializes in Kronos / UKG Workforce Central reconfiguration, production support, and change management. Contact us to learn how we can transform your workforce management operations.
