Health System Enables Safe Return to Work with ServiceNow CSM

75%

"GlideFast Consulting helped us quickly implement an intuitive and efficient system, enabling our partners' employees to safely return to work with minimal effort on our part."

Summary

GlideFast Consulting implemented a ServiceNow Customer Service Management (CSM) solution for a nonprofit health system, enabling thousands of employees across multiple industries to safely return to work post-COVID-19. The solution streamlined daily health check-ins for employees and provided employer admins with real-time performance analytics. By creating an easy-to-use interface, reducing admin workload by 75% with an automated employee import system, and developing a comprehensive reporting page, GlideFast helped the client enhance efficiency, improve reporting, and ensure a safe and healthy return to work for their partners.

Managing Safe Return to Work Amid COVID-19

A nonprofit health system in the Midwest, which had previously used ServiceNow to track incidents and requests, needed a more adoptable solution for tracking COVID-related health statuses for its partners' employees. With the pandemic forcing a transition to remote work, the client sought a scalable and user-friendly tool to allow employees to safely return to work. They needed a solution that could be easily implemented across industries and adopted by diverse organizations, from fast food restaurants to factories.

Streamlined Health Check-in via ServiceNow CSM

GlideFast Consulting proposed using ServiceNow's Customer Service Management (CSM) to create an easy-to-use health check-in system. The solution allowed employees to submit daily health reports, and employer admins could monitor and analyze the results using Performance Analytics (PA). GlideFast also built a dynamic import and transform map for easy processing of weekly employee lists, simplifying admin tasks. Additionally, catalog variable widgets and an enhanced login and password reset process were implemented to improve user experience.

Enhanced Efficiency and Reporting

Within just six weeks, the client successfully launched a solution that enabled thousands of employees across many partners to check in safely and return to work. Key outcomes included:

A scalable, easy-to-use CSM solution for employee health check-ins
A streamlined employee check-in experience, boosting adoption across industries
A 75% reduction in ServiceNow admin effort thanks to an efficient employee import/transform system
A detailed reporting page was created using the remaining budget to track key health trends

By using ServiceNow CSM, the client not only ensured a smooth and efficient return-to-work process for employees but also created a sustainable and scalable system that can continue to be used for future health monitoring or other employee-related processes.