Serving millions of people globally, the customer’s workforce is sized proportionally. Additionally, the customer has grown rapidly through several business expansions and acquisitions across 80 countries. This has resulted in a disconnected HR Service Experience inconsistent across locations due to many business units using their own HR Processes, Resources, and Technologies.
Tailoring the HR Processes to the needs of each business sprouted challenges in consistency and HR experience. The HR department was tasked with navigating through these problems. As the customer scaled, HR utilized the basic processes with email, hundreds of phone numbers, and basic case management struggled to keep up.
Seeing how a customer subsidiary had dealt with the same problems and achieved a unified high-performance solution with ServiceNow, they partnered with INRY to re-engineer their global HR service delivery process and tools.
INRY conducted a comprehensive platform assessment for Customers through a series of focused workshops. The assessment examined multiple aspects of their implementation including service delivery processes, knowledge management, security configurations, SLA structures, reporting capabilities, and user adoption patterns. INRY's consultants evaluated both technical and operational elements, analyzing everything from portal usage metrics to regional service variations. The assessment specifically looked at how effectively the platform was serving Customer's 28,000 colleagues across different regions, integration with other systems like Workday, and the overall user experience for both HR agents and employees. Few of the key challenges identified were:
INRY recommended a three-pronged approach to address these challenges:
INRY led a strategic transformation of Customer's HR service delivery through a comprehensive ServiceNow implementation. The deployment of Employee Center Pro (EC Pro), a modern self-service portal, unified HR resources, and support channels into a single, intuitive interface. INRY enhanced reporting capabilities by implementing custom dashboards and analytics tools, giving leadership unprecedented visibility into service performance, resource utilization, and operational trends. To ensure sustainable success, INRY conducted extensive knowledge transfer sessions and hands-on training workshops, building internal capabilities among HR administrators and power users. The implementation followed INRY's proven PASS methodology, which enabled rapid value delivery through controlled, iterative deployments while maintaining a focus on long-term scalability and standardization.
Each process was designed with scalability and best practices in mind, allowing for future expansion while maintaining consistent service delivery standards across all regions.
With a solid foundation in place, Customer is now well-positioned to expand their HR Service Delivery globally. The addition of EC Pro enhances colleague satisfaction by providing seamless access to HR resources. Businesses across all 80 countries now experience a consistent and unified experience that is quick, efficient, and comprehensive. The holistic analysis and targeted solutions for each of the pain points ensure consistency, fairness, and transparency for both employees and managers while driving cost savings by retiring legacy systems. With quick and efficient access to HR support, Customer employees can dedicate more of their time to advancing the organization's mission and deliver better care to customers. Future phases will focus on deploying additional capabilities, such as Agent Workspace, to further optimize service delivery.
INRY’s ongoing support through CloudCover ensures sustained adoption, platform enhancements, and operational excellence, paving the way for Customer’s long-term growth and innovation.