Poor quality of data
High contact volumes
Customized forms on ServiceNow with mandatory fields immediately improved data quality of requests leading to reduced time spent on following up
The Casey’s unified portal allows employees to track the status of their requests and immediately resulted in total emails to drop from 300 per day to just 100
Automated workflows transformed the way new cases were routed between HRIS team members and helped the team to avoid duplicated efforts
Consistent data collection significantly reduced the time the HRIS team spent on email, and improved their quality of work
Serving over 37,000 employees, the HR information system team at Casey’s managed requests through a single shared email inbox and faced challenges due to the poor quality of data in the requests they received. As a result, they spent significant time following up with the requestors for additional information.
The implementation of ServiceNow helped the HRIS team to replace the unstructured shared mailbox with tailored request forms to collect data, and automated workflows to manage, prioritize and fulfill their requests faster and more efficiently.