The customer, a prominent player in the chemicals, plastics, and petroleum industry, embarked on a journey to transform its HR operations. With a global workforce, the customer recognized the need for a robust and scalable HR solution to enhance employee experience and streamline HR processes. To achieve this, they partnered with INRY, a ServiceNow Elite Partner for implementing the ServiceNow HR Service Delivery (HRSD) solution. This partnership aimed to revolutionize their HR operations through a comprehensive implementation, supported by ongoing CloudCover services.
Laying the Foundation with ServiceNow
The initial implementation phase focused on laying a solid foundation for the customer’s HR transformation. INRY deployed several key applications to elevate the employee self-service experience and increase efficiency within the HR department.
- ServiceNow HR Service Delivery (HRSD): The cornerstone of the implementation, HRSD automates and streamlines HR processes, reducing reliance on manual processes and paperwork, and allowing HR professionals to focus on more strategic activities.
- Employee Center Portal: A centralized self-service portal enables employees to access HR resources, submit requests, and monitor progress. This enhances the employee experience by offering fast and convenient access to vital HR services and information.
- HR Case Management: The HR case management system ensures that all employee inquiries and issues are tracked, managed, and resolved on time, enhancing overall HR service delivery.
- Analytics and Reporting: The platform generates comprehensive reports on key HR metrics, such as employee performance, recruitment, and satisfaction. These insights give HR leaders valuable data to make informed decisions and drive continuous improvement.
Expanding Capabilities and Enhancements
Building on the initial success, the customer further enhanced their HR services to improve the Employee Experience and continue integrating HR processes with IT systems.
- Additional HR Services: More HR services were added to the platform, providing employees with a broader range of self-service options and ensuring that all HR needs are met efficiently.
- Integration with SAP: Seamless data flow between HR and other business functions was achieved by integrating SAP, improving data accuracy and consistency, and reducing errors.
- Configurable HR Agent Workspace: The new configurable HR Agent Workspace enhances agent productivity by providing a tailored single-glass pane view to manage HR tasks efficiently.
- Employee Relations: The employee relations module handles sensitive employee matters with confidentiality and care, ensuring that all employee relations cases are managed securely and efficiently.
- Internationalization: Implementation of multilingual support, including English, Portuguese, and Spanish translations, ensured that employees across different geographic locations can access HR services in their preferred language.
- Employment Verification and eSignature: The addition of an employment verification letter with eSignature capability streamlined the verification process, making it faster and more secure.
- HR Forms with eSignature: The introduction of HR forms with eSignature capabilities further reduces paperwork and improves process efficiency.
- Onboarding Tasks for New Hires: Enhancements for onboarding ensuring a smooth and efficient onboarding process for new employees.
The Vital Role of INRY CloudCover
The success of the initial HRSD implementation laid the foundation for continued engagement, but it was the ongoing platform support and optimization through INRY’s CloudCover service that solidified customer confidence. This led to the customer renewing platform support annually from 2023, with the latest renewal extending through mid-2025, ensuring a long-term partnership.
Post-Go-Live Support and Continuous Improvement
INRY CloudCover service provides 90 days of post-go-live Support, synonymous with Managed Services, which was pivotal in maximizing the value of the customer’s ServiceNow investments. INRY’s platform support service provides continuous ServiceNow Enablement and Adoption ensuring that the platform remains usable by the customer’s user audiences and continues to grow to meet the organization's evolving needs.
- Workflow Specialization: Recognizing the need for specialized HR services, CloudCover created dedicated workflows tailored to specific HR actions such as department changes, position changes, and bonuses. This configuration empowers managers to submit targeted requests, ensuring complete and accurate information.
- Simplified Workflows: Complexity was reduced by streamlining workflows, making them easier to maintain and future-proof by leveraging ServiceNow’s latest features. This automation led to a significant reduction in HR platform operation times.
- Continuous Improvement: CloudCover facilitated ongoing process optimization, ensuring that the customer’s HR department remains efficient over time. The continuous updates and enhancements provided by CloudCover allowed the HR team to adapt to new requirements and challenges seamlessly.
Key Performance Improvements
- Increased HR Service Adoption: The addition of new HR services and multilingual support led to increased adoption of the HR platform. The adoption rate rose by 50%, indicating that employees found the expanded services beneficial and easy to use.
- Enhanced Data Integration: The integration with SAP improved data accuracy and synchronization between HR and SAP. This integration reduced data discrepancies by 70%, enhancing overall data integrity.
- Improved Agent Productivity: The configurable HR agent workspace increased agent productivity by 40%, enabling HR agents to manage their tasks more efficiently and provide better service to employees.
Sustained HR Transformation and Continuous Optimization
The customer’s journey with INRY and ServiceNow illustrates the transformative impact of a well-executed HR strategy, supported by continuous optimization. INRY’s deployment of ServiceNow HRSD provided a solid foundation to enhance employee self-service and increase HR efficiency. With ongoing support from INRY’s CloudCover services, the customer achieved improved employee satisfaction and significant operational gains. This long-term partnership ensures the HR platform remains adaptable to evolving business needs, providing a robust and future-proof solution for continued success.