How a $4B Healthcare Provider Saves $9M and Achieves a 400% ROI in Three Years

New Research Study Details the Total Economic Impact (TM) of ServiceNow HR Service Management

Today’s workforce expects consumer‑grade service experiences. HR leaders are looking for ways to make it easy for employees to be employees by providing fast, personalized, and ever‑improving levels of service, even for workflows that span beyond HR. Their goal is to improve employee productivity and satisfaction, along with HR’s reputation.

We are constantly working with HR leaders who have embarked on an HR service delivery transformation journey to not only help them justify investment in technology, but also provide them with sound business rationale for organizing and structuring their HR teams for the best employee service experience.

To this end, we recently commissioned Forrester Consulting to assess the benefits, costs, and risks associated with investing in ServiceNow HR Service Management. They interviewed a U.S. healthcare organization with $4 billion in revenue and over 42,000 employees for this project. The resulting study provides HR leaders with an excellent framework to evaluate the potential impact of ServiceNow HR Service Management on increasing HR productivity, reducing the cost of HR service delivery, and improving the employee service experience. We are truly excited with the results our customer has achieved and extremely pleased to have had Forrester verify these outcomes for us to share.

Forrester’s in-depth interview of the large healthcare organization and subsequent financial analysis revealed that the firm experienced the following risk-adjusted ROI and benefits:
HR 400% ROI
The three-year ROI of over 400% and benefits of over $9.9 million are realized through:

  1. A reduction in HR service delivery costs;
  2. An improvement in HR case management efficiency; and
  3. A reduction in audit and compliance costs.

And the healthcare provider achieved a payback on their investment within one year of implementing the solution.

In interviews with Forrester Consulting, the VP of HR Operations at this healthcare organization highlighted the key benefits of investing in a new approach to HR service delivery with ServiceNow. The organization was able to:

  1. Significantly increase the efficiency of HR service delivery processes and support all types of HR requests. Prior to ServiceNow, the healthcare organization had no common HR service delivery system; they used different technologies across regions.
  2. Automate several of their HR processes that had previously relied on human touch-points. These manual interactions had previously caused unnecessary delays and increased the cost of managing even the simplest of HR requests.
  3. Centralize HR case management which reduces the time to handle cases.
  4. Transform the employee service experience with a self-service portal, 24×7 access, and faster issue resolution.
  5. Reduce repetitive and administrative HR tasks across eight regional divisions, allowing teams to focus more time on value-added activities such as HR strategy, workforce planning, and talent management.
  6. Go live in just four months with a solution that was accessible to all employees across the healthcare organization’s eight U.S. regions.
  7. Augment their larger HR transformation strategy with a centralized shared services unit.
  8. Integrate seamlessly with other HR systems including benefits, payroll, workforce administration, and performance management, with minimal effort from the healthcare organization’s IT team to support and maintain the platform post implementation.

The interviews also revealed that the healthcare organization is considering transitioning more services and life-cycle events to ServiceNow, including onboarding, transfers, job changes, termination, service award administration, and tuition reimbursement.

I encourage you to download the full research study to assess how your organization can benefit from investing in the ServiceNow solution for your HR Service Management needs. You can also view the infographic for the key highlights from the study.

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Deepak R. Bharadwaj

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