As one of the largest integrated healthcare systems in its region, the organization supports more than 23,000 employees and nearly 1,900 providers. Like many growing healthcare organizations, its HR teams struggled to deliver consistent service experiences across multiple locations and departments:
Leadership recognized the need for a modern HR service delivery model — one that could improve employee experiences, increase operational efficiency, and provide greater visibility into service performance. To pursue that vision, the organization selected INRY, a Cprime company, for its:
INRY delivered an advisory-led transformation, beginning with a consulting phase to align stakeholders, assess existing HR processes, and define a future-state vision. Through discovery workshops, process assessments, and tailored ServiceNow demonstrations, leadership saw how the platform could support employee experience, workflow automation, governance, and continuous improvement. This phase also introduced a Center of Excellence governance framework establishing process ownership, decision-making structures, and long-term platform management.
INRY then implemented ServiceNow HR Service Delivery, including:
The program covered solution design, workflow configuration, integrations, change management, and user adoption support, backed by a structured 90-day hypercare period. Close collaboration between HR leadership, executive sponsors, departmental stakeholders, and delivery teams kept the initiative aligned and organizationally ready throughout.
The results demonstrate the impact of a modern, workflow-driven HR service delivery model:
Beyond the metrics, the organization established a more consistent, scalable HR operating model: employees gained easier access to services through a unified portal, HR teams reduced manual effort through automation, and leadership gained the visibility needed for more informed decisions and continuous improvement.
The new ServiceNow HRSD foundation positions the organization to keep expanding automation, self-service, analytics, and workforce experience capabilities. The governance model established during the advisory phase provides a framework for ongoing innovation, ensuring future enhancements stay aligned with business priorities and employee needs. By combining strategic advisory services with a scalable platform, the organization transformed HR from a primarily transactional function into a strategic capability supporting workforce effectiveness, operational excellence, and long-term growth.
Organizations that modernize HR service delivery improve employee experiences, increase operational efficiency, and build a foundation for continuous improvement. If your HR organization faces fragmented processes, limited self-service, or inconsistent service experiences, a structured ServiceNow HRSD transformation can deliver measurable business value.
Connect with our team to learn how a governance-led HR transformation can build a scalable foundation for your future.