From Two-Week Backlogs to Same-Day Fixes: Enterprise Poultry Distributing Company’s AMS Turnaround
The company in this story is one of the largest poultry processors in the United States, operating more than 24 facilities across the Southeast. As a critical employer in its region and a complex Workday client, the company depends on timely and accurate HR and payroll operations to support its workforce.
Facing persistent challenges with their previous Application Management Services (AMS) provider, the company went looking for a trusted partner who could stabilize operations, improve response times, and scale support for new Workday functionality.
A Ticket Queue Isn’t a Partnership
At the start of the engagement, the client’s Workday AMS program was struggling under mounting inefficiencies. The core problem wasn’t any single ticket — it was the model. A transactional help desk has no mechanism for proactive engagement, accountability, or the kind of judgment call that keeps a rollout of this size on schedule. Specifically, the company was dealing with:
- Ticket backlog — hundreds of unresolved tickets stalling daily operations.
- Slow response times — routine Compensation issues could take up to two weeks to resolve.
- Inconsistent quality — the client lacked confidence in the expertise and accountability of their vendor’s team.
- A rigid support model — a transactional help-desk approach left no room for proactive engagement or strategic partnership.
- Workday Time Tracking rollout pressure — a concurrent deployment across 24+ facilities introduced an additional wave of Payroll, Absence, and Time Tracking requests that the existing vendor simply couldn’t absorb.
One Architect, Full Accountability
Integrum stepped in to deliver a seamless transition and redefine AMS performance through our Architect-Based Model — an approach built on accountability, partnership, and precision.
- Seamless Transition — Integrum overlapped with the outgoing vendor to guarantee continuity of service and immediately began resolving the backlog while taking on new requests. Within weeks, Integrum assumed full ownership of AMS delivery without disruption.
- Architect-Based AMS Model — Instead of a ticket queue, the client gained a dedicated Workday Architect who served as a single point of contact — part concierge, part quality guardian. This model delivered consistent oversight across Compensation, Recruiting, Absence, Time Tracking, and Payroll; rapid escalation and resolution of complex issues; and accountability and transparency at every stage of the support cycle.
- Mentorship & Knowledge Transfer — Integrum partnered closely with the company’s internal HR team, offering real-time mentorship and guidance. The goal wasn’t just to resolve tickets — it was to make the client’s own team stronger. By transferring system knowledge and best practices, Integrum empowered the HR team to handle day-to-day operations confidently while leaning on Integrum for strategic and complex issues.
- Deployment Support for Workday Time Tracking — During the same period, Integrum’s AMS pod supported the rollout of Workday Time Tracking across all 24+ facilities, absorbing deployment-related ticket overflow to minimize disruption and keep the initiative on schedule.
What Changed
The transformation was immediate and measurable:
- Backlog cleared rapidly — the inherited backlog was resolved quickly, restoring operational flow.
- Ticket resolution improved — from weeks to hours or days.
- Consistent senior oversight — increased confidence in Workday operations.
- On-time delivery — the Time Tracking implementation across 24+ sites was delivered without delay.
- Lasting HR independence — the internal team gained independence through mentorship and system mastery.
The Takeaway
By combining technical depth with human connection, Integrum helped the company turn their AMS program from a bottleneck into a competitive advantage. Integrum’s Architect-Based AMS model continues to deliver scalable, high-touch support — proving that Workday Managed Services can be both efficient and personal.
If your AMS provider treats every issue like a ticket instead of a relationship, that’s the actual bottleneck. Talk to Integrum.