Case Study: Ultimate Kronos Group achieves 43% service-level improvement, halved ASA and $300K annual savings with NICE Systems (WFM & Value Realization Services)

Deeper Understanding of NICE Solutions Leads to Improved Employee Engagement & CSAT

Ultimate Kronos Group (UKG), a global leader in cloud-based human capital management, adopted NICE Workforce Management (WFM) and Employee Engagement Manager (EEM) but encountered post-deployment challenges: a new, inexperienced WFM team, limited technical expertise, suboptimal configurations, and the need for governance, automation and better customer experience.

Partnering with NICE Value Realization Services (VRS), UKG received a transformation roadmap, extensive training, nine months of support, and KPI-driven configuration and process improvements to automate workflows and build team mastery. Results included a 43% service-level improvement, Average Speed of Answer cut in half, a 3.9% drop in abandon rate, and a 16% gain in scheduling/forecasting productivity—about $300,000 in estimated annual savings.

Ultimate Kronos Group

Jason Ruddock

Director for Operational Capacity Planning