The Customer
The client, a retail giant synonymous with convenience and accessibility, stands as one of the world's foremost providers in the industry. With a sprawling network of stores spanning continents, they have carved out a reputation for offering a diverse range of products and services, catering to the needs of millions of customers daily.
The Challenge
Prior to engaging with GlideFast, the client had already implemented ServiceNow for its Human Resources Service Delivery (HRSD) needs. However, the implementation was executed by a different partner and resulted in a heavily customized system. These extensive customizations inadvertently led to significant challenges in system maintenance and hindered efforts to transition towards self-service capabilities.
The complexities introduced by the customization made it arduous to manage user groups and access permissions, impeding the client's ability to streamline HR operations efficiently. Recognizing the limitations of their existing setup, the client sought expert assistance to realign their HRSD instance with industry best practices and to establish a foundation conducive to the implementation of self-service solutions.
The Solution
The client's expectations of the solution were multifaceted: they sought to enhance user experience by implementing an Employee Service Center (ESC) portal while also aiming to assess the existing HRSD instance and devise a strategy to revert it closer to its baseline form. Quick wins were expected to address immediate pain points and kickstart the journey towards self-service. In response, GlideFast proposed a comprehensive solution that exceeded mere quick fixes. The team conducted a thorough assessment of the HRSD instance, identifying areas for improvement, and subsequently reset the instance to utilize the Center of Excellence (COE) Security, thus streamlining user management processes.
Key implementations included the integration of Out-of-the-Box (OOB) Agent Workspace for efficient case management by HR personnel, deployment of the Employee Center Pro with a user-friendly interface for self-service functionalities, creation of tailored taxonomy, record producers, services, and knowledge articles for two COEs (Shared Services and Payroll), automation of case assignments to the appropriate teams, and the implementation of AI-powered search capabilities for an enhanced user experience. Throughout the project, the team maintained close collaboration with the client through regular meetings, training sessions, and testing to ensure a seamless transition.
Results
The endeavor achieved significant milestones that markedly improved the client's HR service delivery framework. At the outset, a thorough assessment of the existing HRSD instance was conducted, shedding light on the extensive customizations that had veered it away from its baseline form. This assessment served as a crucial guidepost for realigning the instance closer to its original configuration, thereby laying the groundwork for enhanced efficiency and functionality.
One of the standout achievements of the project was the adoption of COE Security, a strategic move that drastically reduced the manual efforts associated with user management. By streamlining access permissions and user groups, this measure freed up valuable time and resources for the HR team, allowing them to focus on more strategic initiatives. Additionally, the implementation of the Out-of-the-Box (OOB) Agent Workspace provided HR personnel with a robust platform for efficient case management, enabling them to handle inquiries and resolve issues with greater speed and accuracy.
As a testament to the project's success, the integration of AI-powered search capabilities significantly enhanced the accessibility of relevant information, enabling users to locate resources and solutions to their queries quickly. While specific metrics detailing the impact of these initiatives were not provided, it is evident that the project led to tangible improvements in HR service delivery, operational efficiency, and user satisfaction. Through strategic collaboration with GlideFast, the retail provider has laid a solid foundation for future phases to advance its self-service journey and stay at the forefront of industry innovation.
