Customer Stories: IT Helps HR Improve Service Experience

In my previous blog I wrote about the changing expectations employees have of corporate service providers, especially Human Resources (HR), based on their consumer experiences of service. With these expectations posing a big challenge to corporate service providers, the IT organization included. But these consumer-driven service expectations also give savvy CIOs the opportunity to transform business operations by leveraging the corporate IT organization’s service management ecosystem, experience, and service automation for other corporate service providers.

For example, in the case of HR, the IT organization can leverage its IT service management (ITSM) or service automation solution to help HR streamline and improve service delivery by providing:

  • An employee self-service portal – an HR storefront providing 24×7, and mobile, access to HR information and services, including a self-service request catalog backed by request-fulfill process automation.
  • Automated case assignment – so requests can be directed to a specific individual or group via rules.
  • Reporting and dashboards – so HR specialists and management can assess performance, and determine areas for improvement or opportunities to drive operational efficiencies.

Thus helping HR to improve operational performance and the service experience they offer – hitting the service provider Holy Grail of reducing costs AND improving service.

Our customers are proof points for this. In a recent webinar Campbell Soup and TeleTech spoke of how they have leveraged ServiceNow to support and improve HR operations.

The Campbell Soup Company Story

The Campbell Soup Company, founded in 1869 and manufacturer and marketer of high-quality foods and simple meals, needed to transform HR operations where a shared service team used homegrown request management and case tracking tools. There was high engagement but a low performance orientation. Service delivery was slow.

To improve operations and the employee service experience, Campbell used ServiceNow to:

Automate and standardize business processes.

  • Create and track cases using a case management tool.
  • Deliver metrics on accuracy, timeliness, and customer satisfaction to business leaders.
  • Provide the ability for employees to research their questions and get immediate answers.
  • Centralize requests for HR transactions.

Resulting in:

  • Consistency in core people process transactions across all business units.
  • A decrease in transaction turnaround time such that a 3 day SLA is now consistently met.
  • Increased customer (employee) satisfaction.
  • Increased HR agent satisfaction.

The TeleTech Holdings Story

TeleTech Holdings, a leading global provider of customer engagement solutions for Global 1000 clients and their customers, needed to transform its Human Capital (HC) operations, with drivers that included:

  • Transactional Services – to consolidate, simplify, and centralize transaction HC services.
  • Self Service – to create more self-service opportunities via a portal accessible anywhere at any time.
  • Information – to make it timely, consistent, relevant, and reliable.
  • Customer Satisfaction – to measure performance to meet customer expectations.
  • Structural Flexibility – to respond to business change and growth.
  • Service Outcomes – to improve speed of delivery and service predictability.
  • Financial – to reduce HC costs.

To address these drivers, TeleTech used ServiceNow to deliver:

  • ASK HC – a link from the corporate intranet that provided 24/7 access to HC information, including via mobile devices.
  • A HC Knowledgebase – which includes all HC policies, codes of conduct, frequently asked questions, and other HC documentation.
  • A case management capability – delivering employee services against service level targets.
  • A service catalog – for employees to access a variety of standard services.

With a variety of corporate and employee benefits that include:

  • Economic – higher productivity, reduced systems infrastructure costs, and leveraging investments related to ERP systems and other resources.
  • Strategic – shifted funding/focus from back office to front office, met increased demand with fewer fulltime employees, and achieved process and systems standardization.
  • Quality – improved information for decision making, a better service to key stakeholders (especially employees), reduced error rates, and up-to-date and centralized information.
  • Speed – reduced cycle times for information, authorizations, notifications, etc.

So HR is a great opportunity for IT to add significant business value; and it is just the start

Campbell Soup Company and TeleTech are great examples of how ServiceNow customers are leveraging the platform to go “beyond IT” to manage services in other parts of the enterprise. And HR is just the starting point for many customers – the more the capabilities are used the greater the value to our customer and their customers. Because it’s not just about standardization and reducing costs, it’s also about improving service quality and the service experience – that CxO Holy Grail of reducing costs AND improving services.

What might you leverage from your existing service automation investment and service management expertise to help corporate service providers, including HR, increase customer satisfaction and reduce costs?

Stephen Mann
Stephen Mann has moved on from ServiceNow. He can be found on Linkedin: at

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