A backlog with no credible route through it
Requests compete for attention, impact is unclear and long-running issues lose ownership.
ProCare managed support
WFM support that clears issues, not just tickets.
Give your team one accountable CDS contact, backed by workforce specialists who take the time to learn your environment. ProCare brings backlog control, agreed service capacity and continuous improvement into one retained relationship.
Named ownershipSpecialist WFM expertisePlanned improvement
An extension of your team
Retained context, specialist depth and one clear route to action
Named ownershipA Technical Account Manager who learns your environment and coordinates priorities.
4-business-hour targetInitial response target for new online requests under the current service model.
One joined-up teamFunctional, integration, reporting, training and project expertise through one relationship.
Continuous improvementMonthly usage visibility and a quarterly review rhythm turn support insight into action.
Why ProCare
When support is fragmented, small issues become operational drag.
Your workforce environment does not stand still after go-live. Policy changes, integrations, reporting needs and new ways of working keep arriving. ProCare provides a structured way to handle current demand while planning the improvements that matter next.
Too much knowledge resting with too few people
Internal experts become the bottleneck, while holidays, turnover and competing work expose key-person risk.
Recurring fixes that never reach root cause
The same symptoms return because configuration, process, data and ownership are considered separately.
Change demand without dependable capacity
Reports, interfaces, policy changes and optimisation work wait because urgent operational issues always win.
What changes with ProCare
Specialist support shaped around your environment.
ProCare is not a generic call centre and it is not a discounted block of anonymous hours. It is a retained expert relationship that learns your estate, helps you choose what matters next and brings in the right capability to move it forward.
Named ownership
A consistent Technical Account Manager gives you one accountable route for triage, planning and communication.
Specialist depth
Draw on functional and technical specialists who understand workforce processes and the operational context behind the request.
Backlog control
Make impact, urgency, dependencies and ownership visible so the queue becomes a plan rather than a source of noise.
Root-cause resolution
Look beyond symptoms to the configuration, process, data or capability issue that is creating repeat demand.
Knowledge transfer
Explain the reasoning, strengthen administrators and reduce the risk that every answer remains outside your team.
Continuous optimisation
Use recurring support patterns to identify configuration improvements, adoption gaps and opportunities to get more value from your workforce systems.
One relationshipMultiple specialist routes, without restarting procurement for every request.
Connected expertise
One retained relationship for your agreed WFM support needs.
A live workforce platform rarely has only one kind of problem. ProCare can coordinate the blend of advice, delivery and enablement your priorities actually require.
Solution consultancy and configuration
Issue resolution, policy and business-change advice, configuration refinement and post-go-live optimisation.
Integrations and interfaces
Connected-system investigation, interface support, new integration needs and performance improvement.
Reporting and workforce insight
New or enhanced reports, Dataview strategy, calculations and decision-ready workforce information.
Training and knowledge transfer
Practical, role-based enablement built around your processes, configuration and internal capability gaps.
Project, change and operational support
Planning, coordination and extra capacity when internal teams need experienced hands to maintain momentum.
How ProCare works
A clear rhythm from discovery to continuous improvement.
The relationship starts by understanding your environment and agreeing the work that matters. From there, requests are triaged, planned against available capacity and reviewed as part of a visible improvement cycle.
Understand
Review your WFM estate, operating context, known issues, internal capability and desired outcomes. Confirm platform coverage and service scope.
Prioritise
Shape an action plan, clarify requirements and balance urgent support with planned improvement.
Deliver
Route each request to the right CDS skillset, keep ownership clear and make progress visible.
Improve
Review usage and recurring themes, build knowledge and agree the next opportunities to strengthen the service.
A better support relationship
Retained context means less re-explaining and more forward motion.
ProCare gives CDS time to understand how your workforce environment, business rules, interfaces and internal team fit together. That retained context supports clearer triage and better-informed decisions, within the service scope and capacity you agree with us.
Discuss your support modelIs ProCare right for you?
Built for live environments where support demand cannot wait for spare capacity.
ProCare is a strong fit when…
- Your WFM environment is live and the support backlog keeps growing.
- Internal administrators are capable but overstretched or dependent on a small number of experts.
- Recurring issues cross configuration, integrations, reporting and business process boundaries.
- You need dependable specialist capacity without adding permanent headcount.
- You want support activity to produce an improvement roadmap, not just closed tickets.
What your team gains
- One clear point of ownership for requests, priorities and progress.
- Faster access to people who understand the platform and the wider operating context.
- A structured route through the backlog and better visibility of what comes next.
- Reduced key-person dependency through explanation and knowledge transfer.
- A regular rhythm for reviewing value, risk and the next practical improvements.
Frequently asked questions
Practical answers before we talk.
Every ProCare relationship is shaped around the client’s environment and agreed service capacity. These are the questions teams most often need answered first.
Is ProCare just another help desk?
No. ProCare includes service-desk triage, but its value is the retained relationship behind it: named ownership, access to CDS specialists, planned delivery, knowledge transfer and a regular improvement rhythm.
What kinds of work can ProCare cover?
Depending on the agreed platform scope, work can include configuration and optimisation, issue investigation, integrations, reporting, training and project support. We confirm supported technologies, responsibilities and service capacity before onboarding.
How does onboarding work?
We begin with discovery and an assessment of your known issues, support model and priorities. That gives both teams a clear starting point, an initial action plan and a practical way to use the retained capacity.
Can ProCare help us clear an existing backlog?
Yes. Backlog recovery is a common starting point. We make impact and dependencies visible, clarify requirements, group related work and create an agreed sequence that balances urgent resolution with longer-term improvement.
What response can we expect?
The current ProCare service model targets an initial response to new online requests within four business hours. Delivery timing depends on the request, agreed requirements, existing priorities and the capacity in your service agreement.
Does ProCare replace vendor support or our internal team?
No. ProCare complements them. CDS acts as an experienced extension of your team, helping with the functional, technical and operational work that needs deeper context, extra capacity or coordinated ownership.
Start with the pressure you can see
You do not need a perfect support brief to begin.
Show us the backlog, recurring issue or capacity gap. We will help you turn it into a clear first conversation and a sensible next step.