Case Study
Stabilizing Workday Post-Implementation with AMS Services
Engagement Summary
Following a previous Workday implementation, the client faced a growing backlog of unresolved issues and struggled to maintain system stability and process continuity. Kastech was engaged to provide Workday Application Management Services (AMS) to address the backlog, remediate outstanding issues, and support ongoing operational needs.
Client Background
Our client is a long-established U.S.-based cancer care and research organization delivering multidisciplinary treatment, advanced therapies, and clinical research services. The organization serves patients from across the country and internationally, supporting complex clinical and administrative operations.
Business Challenges:
Our client is a long-established U.S.-based cancer care and research organization delivering multidisciplinary treatment, advanced therapies, and clinical research services. The organization serves patients from across the country and internationally, supporting complex clinical and administrative operations.
- Accumulated backlog of unresolved Workday incidents and service requests
- Delays in issue resolution and extended turnaround times
- Inconsistent system behavior hampering user productivity
- Reduced confidence in Workday process stability
- Increased reliance on internal resources for support and troubleshooting
Goals & Objectives
The client aimed to stabilize its Workday environment following implementation by addressing an accumulation of unresolved issues and strengthening ongoing support. The focus was on remediating high-priority items, reducing recurring system errors, improving responsiveness to user requests, and restoring stakeholder confidence, while ensuring continuity of operations with minimal disruption.
The Kastech Solution
Kastech established a structured Workday AMS engagement designed to bring stability and predictability to the client’s post-implementation environment. Rather than a traditional project rollout, the focus was on operational support, issue remediation, and continuous improvement.
Kastech introduced a disciplined intake and triage model to prioritize high-impact issues, supported by dedicated Workday resources aligned to the client’s functional areas. The team conducted root-cause analysis to address recurring problems, implemented targeted configuration fixes, and validated changes through controlled testing. Regular status reviews and clear communication helped improve transparency, accelerate resolution, and reinforce confidence in the Workday support model.
Results & Business Impact
With a structured AMS model in place, the client experienced:
Reduced issue backlog
Achieved a measurable decrease in outstanding Workday issues
Improved system reliability
Delivered more consistent performance across functional areas
Faster response times
Improved turnaround for user requests and support needs
Stronger user confidence
Increased trust in Workday processes and system stability
Lower operational risk
Established a structured support model to sustain ongoing operations
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