Elevated Care: Fueling Your WFM/HCM Evolution
Elevated Care is how we stay with you after go-live, with a managed-services partnership you shape to your needs in three ways.
Ongoing support across the UKG Suite, with outcomes that are measurable, sustainable, and built to last. Our experts carry the day-to-day so your team stays focused on what matters most to your business.
Build the partnership that fits your needs.
Elevated Care isn’t a tier you settle for. Compose your Elevated Care engagement around how you want to be supported, how present the support you need should be, and what areas you’d like us to own.
Every level is supported with experts who understand your solutions and invest in understanding your business, plus a named Elevated Care Leader accountable for your engagement. Together, we right-size presence, hours, and scope at the start and evaluate on a regular basis.
We support everything across the UKG Suite.
So let’s start with what matters most: how you want us working with your team.
Elevated Care is built from three choices: the kind of work you want, how present you want us, and what you want us to own alongside your team. The three sections below explain each one.
How can we support you?
Configure & Adjust
Elevate the everyday
We configure, adjust, and diagnose, getting to the root of what’s broken.
Education & Support
Build capability that stays
Coaching, knowledge transfer, and hands-on guidance, so your team can carry it.
Strategic Planning & Guidance
Plan at a new altitude
Shape the long-term optimization decisions and build a journey map aligned to the UKG product roadmap.
How present should we be?
Within Reach
A recurring window
Bring a collection of questions and work through them together. We resolve items in or ahead of each window.
-Service: Items resolved in or ahead of the session.
-Cadence: Monthly, weekly, or in between. Your choice.
-Includes: Dedicated consultant who knows your environment, a named Elevated Care Leader accountable for the engagement, and a quarterly recap with recommendations.
Alongside
A readily accessible partner
Coaching and feedback, actively guiding and invested in where you’re going. Submit as work comes up.
-Service: A committed response and estimate on submitted work, set in your agreement.
-Cadence: Monthly, weekly, or in between. Your choice.
-Includes: Dedicated consultant who knows your environment, a named Elevated Care Leader, and a quarterly journey map with tailored reporting.
Built In
An integral part of your day-to-day operations
The closest thing to a dedicated team, helping drive. We are your team, and we’re readily accessible through the work week.
-Service: A committed response and estimate, set in your agreement.
-Cadence: Weekly review, daily status, and dedicated 1:1 time.
-Includes: Designated team with assigned leads, a named Elevated Care Leader, strategic and process consultants, and the option for extended coverage.
What should we own with you?
Admin & Configuration Support
Support your system admins with specialized configuration and best-practice guidance.
Reporting & Analytics
Build and maintain the reports and dashboards your leadership actually uses.
Release & Update Management
Testing, adoption, and rollout of UKG releases, so updates never catch you off guard.
Change Management
Smooth adoption when the system or process shifts.
Compliance & Audit Guidance
Guidance and education to help your team keep pay rules, accruals, and configuration aligned as regulations shift.
User Access & Security
Roles, security profiles, and access reviews as your team changes.
Escalation & Root Cause
Expert hands when an issue outlasts a support ticket, and the root cause underneath it.
Training & Documentation
Repeatable enablement your team keeps.
Now compose the partnership that is shaped to your needs.
This is the shape of the engagement, not a scope or a price. Decide the support you need, and we will define the scope based on that.
Choose what fits how you work today. The framework is a guide, you can leave anything blank and add anything you need that’s missing. Based on the details provided we come back with the shape of your engagement and a short conversation to determine size before any number is quoted.
Not sure yet? Send it with whatever you know. The first conversation is about fit, not scope.
WFM and HCM Support That Adapts as You Evolve
Our Elevated Suite helps organizations in any industry align vision, assess readiness, and optimize processes. Whether you are navigating compliance, reducing costs, improving productivity, or modernizing operations, our approach keeps strategies practical, scalable, and tailored to deliver measurable results.
Healthcare
Elevated Care supports compliance with labor regulations, reduces payroll errors, and optimizes clinical staffing. Presence and ownership adapt to the scheduling, compliance, and patient care requirements of healthcare systems.
Retail
Elevated Care helps retailers reduce scheduling conflicts, lower turnover, and improve workforce adoption. We address overtime costs and support staffing strategies that scale across stores and regions.
Manufacturing
Elevated Care optimizes labor modeling, improves shift planning, and strengthens compliance with workforce standards. We uncover inefficiencies and provide continuous support for productivity and cost management.
Public Sector
Elevated Care strengthens transparency and compliance for government agencies. We keep modernization work moving within fiscal and regulatory constraints, and support your team through each change.
Service & Distribution
Elevated Care streamlines scheduling, reduces overtime, and improves on-time performance for logistics and service teams. Day-to-day support keeps operations adaptable and reliable.
Case Studies
“Improv acted fast when we needed it most, then stayed with us to evolve our systems for the future.”
National retailer, Elevated Care client
-
In a standing session we review ongoing projects and open questions, providing support and direction. We support new subject matter experts as they ramp up, with hands-on training and knowledge transfer on existing configuration, integrations, and processes. We also provide coverage for out-of-office periods and leaves of absence.
Presence: Within Reach · Support: Education & Support, Configure & Adjust
-
Their admin team needed extra bandwidth and expertise to work through a growing backlog of improvements. We triage and resolve the root cause of commonly submitted tickets, and work with the administrator team to build system knowledge through admin guides, repeatable processes, and education. On the optimization side we are re-rolling out advanced scheduling training, updating configuration to match their business practices, and incorporating the new interface into all training and job aids.
Presence: Alongside · Support: Configure & Adjust, Education & Support, Strategic Planning & Guidance
-
A Tier 2 and Tier 3 support backlog had been compounding for months, with complex tickets sitting in queue and optimization work stalled. We cleared the backlog, then went a layer deeper to find and fix the causes of recurring issues, removing whole categories of tickets for good. Every fix was documented and transferred back to the admin team through guides and hands-on training, so the knowledge stayed in house. Skilled staff who had been buried in the backlog now lead the optimization and training work their leadership had wanted to prioritize for years.
Presence: Built In · Support: Configure & Adjust, Education & Support
-
High overtime costs and falling employee satisfaction, with scheduling and payroll errors compounding both. We started Built In, working as part of their team until scheduling and payroll ran clean. Once the urgency passed we stepped the presence down to Alongside, and the work moved on to labor modeling and workforce strategy. Overtime costs came down and satisfaction scores rose.
Presence: Built In, then Alongside · Support: Configure & Adjust, Strategic Planning & Guidance
Elevated Care, answered
-
Elevated Care is Improv’s managed services offering for the UKG Suite. Rather than choosing a fixed tier, you compose the engagement from three choices: the kind of work you want, how present you want the Improv team, and what you want Improv to own alongside your team.
-
A support contract answers tickets. Elevated Care gives you a dedicated consultant who already knows your environment and a named Elevated Care Leader accountable for the engagement, working to the rhythm you choose. You are not starting from scratch with a queue each time.
-
Pricing is set per agreement, and three variables drive it: how present you want the Improv team, how much you want Improv to own alongside your team, and how many UKG modules are in scope. You then choose the commercial model that fits your budget. A short assessment sizes the engagement before any number is quoted.
-
Alongside and Built In both carry a committed response and estimate on submitted work, set in your agreement. Within Reach resolves items in or ahead of each scheduled window.
-
Work beyond your agreement is scoped and approved before it starts. No surprises, in either direction. We also right-size presence and scope with you on a regular basis.
-
That is the common starting point. Send the form with whatever you are sure of. The first conversation is about fit, and a short assessment sorts out the rest.
