Case Study

Impax: Continued Support After a Full Employee Central and Talent Management Implementation

Impax Laboratories is a technology-based specialty pharmaceutical company using core competency in drug delivery and formulation expertise. They develop, manufacture, and market branded and generic products. Impax engaged Hula Partners for an implementation of Employee Central and the talent suite and for ongoing support after the implementation was finalized. The implementation was completed in 6 months, including extensive learning and knowledge transfer. This was a key aspect for Impax so that they would feel comfortable supporting their system internally going forward. After the implementation, Impax continued to partner with Hula to implement a solid, yet scalable tiered support model that would minimize their footprint so that resources could be allocated and used toward their core business processes.

The Challenge 

In addition to an on-time, in-budget, and high-quality go live of SuccessFactors, two other project objectives were critical to the implementation: learning and knowledge transfer and a robust, ongoing support model. The goal was to ensure that Impax’s investment in SuccessFactors would continue to progress and operate with high quality. To do this, Hula aimed to arm Impax’s internal resources with the training and knowledge necessary to maintain the system for the benefit of their employees. Hula was also positioned as an outside resource to maintain things such as quarterly releases, progressive functionality and process application, and continued education for the Impax resources.

GP Strategies Solution 

Hula facilitated timely learning and knowledge transfer through foundational project team orientation materials and exercises, suggested readings, guidance on navigating the bounty of learning and support materials available on various SuccessFactors websites, and structured, guided knowledge transfer sessions. Hula is also supporting the implementation of a support model for Impax. Through this model, both Impax and Hula could ensure a high-quality end user experience, minimized downtime, progressive functionality and processes, and regular support for quarterly releases while allowing for Impax to gain knowledge through experience and more formalized learning.


After a 6-month implementation for SuccessFactors Employee Central, talent management functions, and integrations, Impax quickly achieved 100% usage by all employees and managers for Employee Central, benefit open enrollment, and year-end performance management processes. They also achieved between 5% and 8% measurable ROI related to improvements and streamlined business processes in three functional areas: job changes (new hire, termination, data changes); compensation administration and payments tied to annual merit, bonus, and other nonrecurring payments; and benefit open enrollment.

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