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Building Lennar's Award-winning Employee Experience with ServiceNow

98%

Ticket deflection

80%

Weekly employee visits 

Centralized Gateway for Custom Integrations in a Regulated Environment Case Study (1)

 

"When you deliver best-in-class results, people notice. Keep up the great work" 

Product Owner, Lennar

Summary

Lennar Corporation, the second-largest home construction company in the U.S., partnered with Everforth GlideFast on a multi-year digital transformation to unify support for its 12,500 associates. By deploying ServiceNow HRSD—complete with Employee Center Pro, AI search, and automated onboarding workflows—Lennar replaced fragmented legacy systems with an award-winning, self-service portal. The initiative achieved a 98% ticket deflection rate, sustained 80% weekly associate engagement, saved significant operational time and money, and earned 5th place in ServiceNow’s Best Employee Experience Contest.

 

The Challenge 

Founded in 1954 and headquartered in Florida, Lennar needed to connect a dispersed workforce across active job sites and corporate offices. Disjointed legacy systems, manual onboarding processes, and siloed internal information created administrative friction and slowed down service delivery across the enterprise.

The Solution 

Everforth GlideFast deployed ServiceNow Human Resources Service Delivery (HRSD) across a strategic three-phased roadmap. The solution created a modern employee portal that served as a one-stop, self-service shop for employees to access services, support, communications, and knowledge articles. Key components included Employee Center Pro, AI search, standardized knowledge workflows, the HR Agent Configurable Workspace, Employee Relations, and digitized onboarding and transitions.

The Impact 

The modern portal transformed HR operations by standardizing knowledge access and automating onboarding workflows, driving substantial time and cost savings. Self-service AI search and automated routing delivered a 98% ticket deflection rate and an 88% search deflection rate, while sustaining an 80% weekly associate visit rate. The initiative optimized user experience, boosted employee satisfaction, and earned a top-5 ranking in ServiceNow’s Best Employee Experience Contest.

Industry:

Construction 

 

Location:

Miami, FL, United Stated 

 

People:

12,500 Employees

 

Products:

ServiceNow HR Service Delivery, Employee Center Pro, AI Search

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