ServiceNow Migration for a Multi-National Healthcare Organization

Client's Background

A prominent multinational healthcare organization, dedicated to delivering critical services to patients and communities globally. With a substantial global workforce, the organization aimed to enhance its employee experience and optimize internal processes. Driven by a commitment to providing seamless and efficient support services for both Human Resources and Information Technology needs, they aimed for a more positive and productive work environment for their diverse employee base and high-quality service delivery across all regions.

Healthcare Organization Culture 1

Challenges Faced

  • Outdated Legacy Systems:

    The company's outdated legacy systems for its HR and IT operations, led to significant inefficiencies in daily operations.

  • Increased Errors:

    The outdated systems contributed to a higher rate of errors in HR and IT processes.

  • Slow Service Delivery:

    Employees experienced delays and slow service delivery when seeking HR and IT support.

  • Fragmented Systems:

    The mix of systems created a fragmented experience for employees.

Project Requirements

  • System Integration and Automation:

    The organization sought to integrate the existing IT and HR systems into a unified platform that seamlessly integrates all their functions and automate at least 70% of HR and IT workflows to eliminate operational silos.

  • Service Delivery Efficiency:

    Automated processes for handling incidents, HR requests, and IT support cases that lead to quick, swift, and consistent service delivery. This would reduce HR and IT service request resolution times by 40% and improve the efficiency of service delivery.

  • Data Insights and Reporting:

    Real-time reporting capabilities in the legacy systems that helped the organization monitor and improve service quality. Improve employee satisfaction with HR and IT support services by 65% and reduce IT and HR support costs by 35%. The project required a solution providing robust reporting and analytics capabilities to enable data-driven decision-making and continuous improvement.

The Suma Soft Approach

Our ServiceNow Migration Services assisted the healthcare organization in migrating from its legacy systems to ServiceNow’s HR Service Delivery (HRSD) and IT Service Management (ITSM) while focusing on automating workflows, improving service delivery, and providing better visibility into operations. After comprehensively analyzing the healthcare provider’s legacy systems, our ServiceNow team developed a roadmap for a smooth migration customized to meet the organization’s needs. Automating HR case management, IT service requests, and incident management, Suma Soft integrated ServiceNow with the healthcare provider’s existing systems for seamless data flow.

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ServiceNow Solution

  • Improved Service Delivery:

    A unified platform seamlessly integrated ServiceNow with HR and IT services, speeding up case resolution and improving the employee experience. This integration resulted in a 60% improvement in cross-functional collaboration between HR and IT.

  • Automated Workflow:

    Mapping, configuring, and automating existing workflows to the ServiceNow platform reduced manual effort by 70%, freeing resources for more strategic tasks.

  • Performance Analytics:

    ServiceNow’s Performance Analytics provided real-time visibility into service performance, enabling the organization to make data-driven decisions and improve overall service quality. Implementing real-time dashboards improved visibility into key performance indicators such as first-call resolution rate, average handling time, and employee satisfaction scores by 40%.

  • Self-Service Portal:

    A user-friendly self-service portal was implemented, empowering employees to access information and resolve common issues independently. This resulted in a 35% reduction in service desk call volume.

Business Outcome

The migration to ServiceNow helped the healthcare organization to optimize operations and better serve its global workforce by achieving the following:

  • Streamlined HR and IT Services

  • 45% Reduction in Service Delivery Times

  • 40% Increase in Employee Satisfaction

  • Enhanced Reporting

  • Automated Workflows

  • 40% Reduction in IT and HR support costs

  • 65% Improvement in data accuracy
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