For nearly a century, the customer has been a leader in medical and implanted devices, including advanced products for joint replacement and other restorative care.
As advanced surgical options have improved in recent decades, customer products have kept pace, providing millions of patients with improved quality of life and enhanced mobility.
With nearly 18,000 employees, the publicly traded company operates worldwide in 40 countries. With a broad global presence, the requirements for workforce support are complex - with dozens of jurisdictions requiring specialized services for colleagues in a wide range of roles.
The customer’s goal was to make it easy for its employees worldwide to request help in ways that would be seamless and efficient regardless of how many departments might have been involved. So, the company turned to ServiceNow Employee Experience, which had become a natural choice.
As the world’s premier ServiceNow HRSD delivery partner and the 2022 winner of the ServiceNow Global Partner Award for Healthcare, INRY was selected to help the customer’s team take the next step in their ServiceNow journey.
Given the inherent complexity of fielding employee requests from dozens of countries with unique regulatory and operating requirements, the customer sought a solution to simplify the employee experience. With this in mind, the organization partnered with INRY to implement a Global Business Services model where employee request types could be succinctly defined as part of a Service Catalog relevant to each operating region.
In this model, employees could request time off or other benefits by simply choosing categories that match their needs – for instance, a leave of absence request or maternity leave.
Fulfilling this request may, in many cases, involve coordinating internal organization resources from Human Resources, IT, Finance, Administration, or even external entities. However, for the requestor, the process is easy, transparent, and seamless end-to-end.
Knowledge-base offers colleagues 24x7 access to information relevant to their region, and Case Management makes requesting and receiving help possible on nearly any device from any location. These features, combined with the fact that their HRSD solution is accessible from anywhere in the world, make it easy for teammates to access support services to be successful.
The industry in which the customer operates is highly competitive, characterized by constant change and a talent shortage. By innovating and investing on behalf of colleagues as well as customers/patients, the customer has created a strong corporate culture that has seen rewards that include: