Healthcare Provider Adapts Self-Service ServiceNow HR Model

40%

50%

100+

"Thank you to the GlideFast team! The work is moving along really well and I’m excited to see it come to life!"

Summary

Addressing Limitations in Communication and Management

The customer was relying solely on email, phone, and voicemail for HR functions, lacking an effective HR case management system. To enhance service delivery and overall customer experience, they recognized the need for ServiceNow HR functionalities. The implementation aimed to transition to a self-service portal and case management system, complete with key performance indicators, reporting, and metrics to drive improvement. Additionally, the client required a solution to manage service users from a companion company outside their domain.

Collaboration and Training for Success

The solution involved implementing HR Case and Knowledge Management, HR Service Request, HR Employee Relations, and Employee Center. To ensure project success, GlideFast organized weekly meetings and daily stand-ups with the client during the execution phase. Additional workshops were conducted to guide the customer in confirming requirements through necessary templates.

Our team facilitated demo sessions to showcase completed configurations and gather client feedback. They also held checkpoint sessions to review necessary remediation activities during User Acceptance Testing (UAT) and provided hyper care support following the ServiceNow Go-Live. To ensure ongoing success and maintenance, multiple training sessions were conducted for end users and knowledge transfer sessions for ServiceNow administrators.

Achieving Successful HR Solutions through Strategic Implementation

The project included an extensive planning phase to thoroughly gather all customer requirements, ensuring a successful implementation of HR solutions. As this was the first HR initiative, the client achieved several key outcomes:

Increased User Adoption: The self-service portal saw a 70% adoption rate within the first two months, indicating strong engagement and satisfaction with the streamlined request process.
Improved Case Resolution Time: HR case resolution times were reduced by 40%, thanks to the automated case management and more efficient assignment and notification systems.
Enhanced Knowledge Article Utilization: Knowledge article access increased by 50%, driven by the portal’s easy access to essential resources, leading to better-informed employees and fewer HR-related inquiries.
Data-Driven Decision-Making: The client achieved 100% visibility into service-level agreements and HR case metrics, enabling real-time tracking and analysis to optimize HR operations.
Guest User Management Efficiency: The system now supports seamless management of 100+ guest users from a companion company, ensuring smooth HR services for extended teams and enhancing collaboration.

These transformative outcomes not only enhanced the HR function's efficiency but also positioned the client for ongoing success in meeting the needs of their workforce and adapting to future challenges.