Industry: Human Capital Management (HCM) Software
Firm Size: 5,000-10,000 Employees
Main Use Cases: Change Request Automation, Self-Service Portals, CRM/ERP Integration, Client Engagement
Overview
Dayforce is a global leader in human capital management (HCM), offering a comprehensive platform that integrates HR, payroll, benefits, workforce management, and talent management into a single cloud solution. Known for its innovation and agility, Dayforce supports modern organizations navigating the complexities of a fast-changing workplace.
To meet client demands at scale, Dayforce needed a more intelligent, efficient way to manage its growing volume of service change requests (CRs)—without compromising speed, accuracy, or customer experience.
Challenges Before BigTime Services CPQ (formerly Workrails)
High Volume of Complex Change Requests: Dayforce receives a continuous stream of CRs requiring customized implementation and configuration. The legacy process was time-consuming and dependent on manual inputs.
Tedious, Manual Workflows: Data entry, approvals, and client communications were handled manually—introducing delays, increasing risk of error, and consuming valuable staff time.
Too Many Touchpoints: Multiple handoffs between teams slowed down request resolution and made the customer journey more fragmented and frustrating.
Lack of Integrated Systems: There was no centralized system to manage CRs across Dayforce’s CRM and ERP environments, making it difficult to maintain transparency and control over the entire request lifecycle.
The BigTime Services CPQ Solution
To address these challenges, Dayforce partnered with BigTime Services CPQ (formerly Workrails) to develop a fully digitized, self-service portal—seamlessly integrated with all downstream tools and processes.
Leveraging BigTime Services CPQ’ decision tree logic, Dayforce automated the customer journey from initial request through to configuration, signature, and approval. Clients now engage with an intuitive Q&A interface that guides them to the right solution, reducing the need for back-and-forth communication and accelerating resolution times.
Key outcomes of the implementation include:
- Automated CR configuration based on customer input
- Instant digital acceptance and submission
- Full CRM and ERP integration for seamless backend processing
- A centralized feedback loop to continuously refine the service experience
Results
- Significantly reduced time from CR submission to approva
- Eliminated manual data entry, freeing teams to focus on customer value
- Streamlined self-service experience for clients
- Improved operational efficiency through end-to-end automation
- Created a digital feedback loop for service refinement and innovation
See what BigTime Services CPQ
can do for you!
Do you think your firm is ready to unlock a streamlined service sales process with the powers of Services CPQ? Book a demo to see how BigTime Services CPQ can accelerate revenue, attach the right services and reduce churn.