The Finance Solution Center is Ready to take Your Calls

While the Training Team is ensuring staff understand their work in Workday Financials, the Finance Solution Center is readily preparing to handle support requests after go-live.

The Finance Solution Center is our centralized, first human point of contact for most support requests leading up to and post go-live. In preparation for the launch of Workday Financials, the Solution Center was launched in March and we began consolidation of support e-mails that existed in UVAFinance. We have made tremendous progress over the past three months—streamlining pathways for support, refining our ability to respond promptly to routine questions, escalating complex cases more efficiently, and improving performance on service standards.

Since launch, the user success agents have fielded more than 3,700 email requests and we are excited to announce that our call center will be live on Monday, June 13th. Users will now be able to speak with a live agent by calling (434) 924-3400 between the hours of 8am and 5pm, Monday through Friday. Agents will be ready to intake new support cases and provide status updates on existing cases. Of course, you may continue to email your questions and issues to askfinance@virginia.edu and we encourage that particularly for more complex questions or issues requiring a high degree of context.

At present, the bulk of the cases being handled by the team relate to procurement, accounts payable, and the financial strategic transformation. As we expect a much higher volume of inquiries at and shortly after go-live, surge support plans are being developed and activated to ensure that users continue to get the support that they need in a timely manner. We encourage you to provide feedback through your responses to our surveys or by emailing the User Success Manager, Joey Carls at jcarls@virginia.edu. This feedback allows us to continually improve service to the UVA community and our external partners.

Thanks to each of you who have engaged the Solution Center for your grace and patience as we have worked to establish a top-notch support framework!