Case Study: Kronos WFC Reconfiguration for Century 21 Department Stores

Century 21 Department Stores was losing 200+ payroll hours per pay period to system errors. BTG overhauled their Kronos WFC v7.0 environment, slashing ticket resolution time from 3 weeks to 4 days and reducing payroll man-hours by 35%.

Client Overview

Client: Century 21 Department Stores — an American chain of 13 department stores headquartered in New York City.

Boomer Technology Group is an Information Technology and Management Consulting firm specializing in technology planning, process improvement, and software implementation. Human Capital, ERP, and Payroll Systems implementations are our specialty. We are certified in Kronos and Workday systems and are MBE Certified (Minority Business Enterprise).

The Challenge

Century 21 Department Stores had been running a 10-year-old Workforce Management System with severely outdated configurations and rules. The compounding issues were creating major operational strain:

200+ additional payroll hours of manual work required every pay period due to Accrual and Pay errors
40% increase in employee complaint call volume
Invalid system documentation leaving administrators unable to effectively support the business

Our Resolution

BTG was engaged to reconfigure Century 21's Kronos Workforce Central v7.0 environment to align with current business requirements, and to provide ongoing production support and change control management.

Modules addressed:

WTK – Timekeeper
Accruals
Basic Scheduler
WDM – Device Manager
WAT – Attendance
WIM – Integration Manager

Our team performed an immediate systems assessment on the production environment. After presenting findings to the client's Steering Committee, five core initiatives were approved:

Implement a detailed support plan including 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 Delivered

✅ Help ticket resolution time reduced from 3 weeks to 4 days via a redesigned support model
✅ 85% reduction in 1st-level help call escalations to 2nd level, driven by a published Administrator FAQ document covering 2 years of historical issues and resolutions
✅ Configuration change cycle cut from 8 weeks to 4 weeks through monthly maintenance windows and strict development lifecycle governance
✅ Help desk call volume reduced year-over-year following data quality audits and clean-up initiatives
✅ 8 configuration projects delivered in 18 months, reducing system errors and cutting payroll team man-hours by 35%
✅ 15+ documents delivered — including Job Aids, User Guides, and Training Materials

Platform

Kronos Workforce Central® — Version 7.0

Why BTG?

BTG doesn't just fix symptoms — we engineer sustainable systems. By combining technical expertise with structured change management and knowledge transfer, we left Century 21's team fully equipped to maintain and evolve their platform independently.