Medical Device Manufacturer Automates HR Processes with ServiceNow

3 10%

20%

“Working with GlideFast was a game-changer. Their expertise in ServiceNow transformed our HR processes, delivering results quickly and efficiently. We couldn’t have asked for a better partner."

Summary

GlideFast Consulting helped a global medical equipment manufacturer optimize their HR processes with ServiceNow. In phase three of an ongoing engagement, GlideFast revamped the HR Service Catalog, simplifying it into three categories for better user experience. They implemented NPS surveys for one COE and created real-time performance analytics dashboards, reducing manual reporting efforts. These improvements enhanced HR service delivery and set the stage for further automation, ensuring a more efficient, consistent experience for employees and managers.

Identifying the HR Process Gaps

Before the new HR implementation, the company was using ServiceNow products such as ITSM, GRC, Custom Apps, Service Portal, and the Legacy HR Application. This project was the third phase of an ongoing engagement. Previous phases had migrated their legacy HR system to the new ServiceNow scoped HR application. In the current phase, GlideFast helped enhance their HR Catalog, roll out NPS surveys across their Centers of Excellence (COEs), and build custom reporting solutions (PA) to give executive insights into HR Service Center performance. The goal was to overhaul their HR Service Catalog in the Service Portal across four sprints, with agile testing cycles and quick turnaround times to accommodate international stakeholders.

Tailored ServiceNow Enhancements

The existing HR services were disorganized across multiple categories in the Service Portal. GlideFast revamped the HR catalog taxonomy, categorizing services into three roles: Employees, Managers, and HR Only. This simplified the User Criteria and HR Criteria configuration, making future additions more straightforward. We also implemented a pilot NPS survey for one COE to collect feedback and identify improvement areas. Using ServiceNow’s Performance Analytics module, we created real-time NPS dashboards for leadership, allowing them to view metrics broken down by region, department, and assignment groups. Throughout the project, GlideFast conducted twice-weekly status meetings and built out detailed unit testing steps to ensure a smooth UAT process.

Key Outcomes and Future Steps

The implementation of ServiceNow HR enhancements delivered measurable improvements in both efficiency and reporting. Key outcomes include:

Time Savings in Reporting: The introduction of NPS dashboards eliminated the need for manual reporting, saving HR managers 3 hours per week per region. The real-time data is now accessible directly in the ServiceNow instance, providing leadership with instant insights.
Streamlined HR Service Catalog: The reorganization of the HR Service Catalog by role (Employees, Managers, HR) simplified the process of adding new services, reducing complexity and making the catalog more user-friendly. This restructuring is expected to increase HR team efficiency by 20% in service request management.
Enhanced User Feedback System: The NPS survey rollout provided valuable insights into the HR Service Center’s performance, with feedback helping identify improvement areas. This continuous feedback loop is expected to lead to a 10% improvement in HR service satisfaction over the next year.

Looking ahead, GlideFast will explore advanced HR functionalities such as checklists and service activities, which will further enhance the consistency and efficiency of HR service delivery across regions.