Retail Provider Streamlines HR Services with AI and ServiceNow

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“You guys are doing awesome. It's been a pleasure working with you because I can explain what I want to see, and you're producing exactly what's in my mind."

Summary

A global retail leader partnered with GlideFast to streamline their Human Resources Service Delivery (HRSD) system, which had been heavily customized by a previous partner, causing maintenance challenges and inefficiencies. GlideFast realigned the system with industry best practices, utilizing ServiceNow’s Center of Excellence (COE) Security model to simplify user management and integrate an Employee Service Center (ESC) portal for improved self-service. By implementing Out-of-the-Box (OOB) Agent Workspace, AI-powered search, and automated case assignments, the solution empowered HR teams to manage inquiries more efficiently and provided employees with a user-friendly, self-service platform. This transformation has laid a solid foundation for future HR service innovation, driving operational efficiency and enhancing the user experience.

Struggling with Over-Complicated Customizations

The client had initially implemented ServiceNow for its Human Resources Service Delivery (HRSD) needs; however, this was done with significant customizations by a previous partner. While well-intentioned, the heavy customization made the system increasingly difficult to maintain and upgrade. Managing user groups and access permissions became a cumbersome and error-prone process, which slowed down HR operations. With a growing need for self-service capabilities and greater efficiency, the client realized their HRSD system was no longer fit for purpose and needed realignment with industry best practices.

Turning to GlideFast for a Streamlined HR Service Delivery

Recognizing the limitations of their current setup, the client sought a fresh approach to revamp their HRSD system and set the stage for future self-service solutions. GlideFast proposed a comprehensive overhaul of the system, focusing on simplifying and streamlining key functionalities. The approach involved realigning the HRSD instance closer to its baseline form, using ServiceNow’s Center of Excellence (COE) Security model to optimize user management and permissions. GlideFast also integrated an Employee Service Center (ESC) portal, bringing all HR services into a unified, user-friendly interface.

Empowering HR with Self-Service and Automation

The revamped HRSD system now provides the client with a streamlined, efficient HR service delivery framework that can easily scale as the business grows. The adoption of standardized processes, the integration of self-service tools, and the enhancement of user experience laid the groundwork for continued innovation. As the client continues to evolve their HR services, GlideFast’s solution positions them for future success, ensuring that their HR operations remain efficient, effective, and user-friendly.

Simplified User Management: The implementation of the ServiceNow Center of Excellence (COE) Security model streamlined user management and permissions, significantly reducing manual efforts and allowing HR teams to focus on strategic tasks.
Enhanced Employee Self-Service: The introduction of the Employee Service Center (ESC) portal and AI-powered search capabilities empowered employees to resolve queries independently, improving overall efficiency and user satisfaction.
Improved HR Case Management: The integration of Out-of-the-Box (OOB) Agent Workspace and automated case assignments enabled HR personnel to handle inquiries and issues more efficiently, speeding up response times and improving operational effectiveness.

As a result of these improvements, the client saw a 30% reduction in HR case resolution time, leading to enhanced operational efficiency and increased employee satisfaction.