The Customer
The customer is a British multinational medical equipment manufacturing company with over 17,000 employees. They design and make technology that takes the limits off living.
They support healthcare professionals to return their patients to health and mobility, helping them to perform at their fullest potential.
The Challenge
Prior to their new HR implementation, this manufacturing company was using ServiceNow products such as ITSM, GRC, Custom Apps, Service Portal, and ServiceNow’s Legacy HR Application.
This project was phase 3 of an ongoing engagement. In the previous phases, we migrated their legacy HR application to the new ServiceNow scoped HR application. In the current phase, GlideFast helped this manufacturing company enhance their existing HR Catalog, roll out NPS surveys across their COEs, and built out custom reporting solutions (PA) to give executive insights on how well their HR Service Center is performing.
The expectation was a complete rehaul of their HR Service Catalog in their Service Portal in 4 Sprints. The GlideFast team was truly agile in the sense that UAT testing changes were made quickly and working with international stakeholders meant the turnaround time needed to be one day to keep the effort moving consistently.
The Solution
The current list of HR Services were scattered across multiple categories in the Service Portal. We revamped the entire catalog taxonomy based on three roles: Employees, Managers, and HR Only. This simplified the User Criteria / HR Criteria configuration which reduces the complexity of the catalog so, in the future, if new services are added, they can be easily categorized and found by the end user.
We rolled out NPS for one of the COE's as a pilot in this phase of the project. The goal is to collect feedback from the users who interacted with the HR Service Center and identify areas of improvement. We then used ServiceNow’s performance analytics module to create dashboards for leadership and executives to see the historical NPS scores across the COE’s cases. The dashboard also includes breakdowns by region, department, and assignment groups with trends available monthly, quarterly, and annually.
We had a one week workshop to gather initial requirements, which gave the GlideFast team a better understanding of what the client is looking for. During the development sprints, we had twice a week status update meetings to discuss any roadblocks and additional requirements, as well as UAT testing results. We also built out unit testing steps along with each story that was written which helped the client get through the UAT process without any delays.
Results
The project took five development sprints (10 weeks) to complete. With some additional post-go-live support hours.
Next, we will propose to the client some of the more advanced functionalities of HR Services. Currently, they have a wide range of HR services, and the process to resolve each is slightly different. GlideFast discussed the possibility of implementing checklists and service activities for the HR Services; so that employees can receive a consistent experience no matter which agent is assigned.
The GlideFast and the client’s teams have a strong and ongoing relationship that will allow this manufacturing company to continue their ServiceNow journey to modernize their processes.
