Suma Soft Enhancing HR and IT Service Delivery with ServiceNow Implementation Services

Client's Background

A prominent multinational healthcare provider has over 100,000 employees across various facilities in various countries. The organization is dedicated to delivering exceptional healthcare services globally through a well-supported workforce. It aims to achieve a positive employee experience and provide superior patient care.

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Challenges

  • Multiple Legacy Systems:

    Various outdated legacy systems created fragmentation and hindered efficient data flow.

  • Gaps and Inefficiencies:

    The disparate systems resulted in departmental silos, leading to inefficiencies in addressing employee and IT support cases.

  • Consistent Support:

    The lack of a unified platform made providing consistent and timely support to a large, geographically dispersed workforce challenging.

Project Requirements

  • Integrated Systems:

    HR and IT services were managed by separate systems. The organization sought integrated systems that seamlessly integrated ServiceNow with existing systems and streamlined operations to reduce IT incident resolution time by 50%, leading to efficient and swift operations between departments.

  • Automated Processes:

    HR and IT workflows required at least 60% of routine IT and HR tasks automated and standardized workflows, which enhanced customer and employee experiences, reduce HR request resolution time by 40%, and made tracking employee cases easy and efficient.

  • Self-Service Options:

    Employees have access to self-service portals and automated processes, which improve satisfaction and productivity and minimize the high volume of requests that further delay response times, increasing employee satisfaction with IT and HR support services to 80%.

The Suma Soft Approach

Suma Soft provided ServiceNow Implementation services, integrating IT Service Management (ITSM) and HR Service Delivery (HRSD). The platform was customized to automate HR and IT workflows, provide self-service options, and improve overall service delivery. Additionally, Suma Soft integrated the service management platform with the organization’s existing systems, allowing seamless data flow.

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ServiceNow Solution

Using ServiceNow Implementation, HR Service Delivery, and Virtual Agent, our ServiceNow team resolved common issues and reduced the workload on service desk teams through:

  • Unified Service Delivery:

    Both HR and IT teams operate from a single platform, eliminating silos and improving collaboration between departments, standardizing workflow, and enhancing customer and employee experiences. This resulted in a 20% reduction in interdepartmental communication delays and a 15% improvement in cross-functional collaboration.

  • Self-Service Portals:

    The self-service portal empowered employees to handle HR and IT requests independently, reducing service desk volume by 30% and improving employee satisfaction and productivity.

  • Faster Case Resolution:

    Automating workflows reduced response times for IT and HR requests by 45%, improving overall service delivery and enhancing communication and collaboration tools.

  • Automated Repetitive Tasks:

    Leveraging ServiceNow ITSM, HR Service Delivery, and Virtual Agent, we helped the organization automate repetitive tasks, freeing their IT team to take strategic initiatives. This automation resulted in a 75% increase in agent productivity.

Business Outcomes

Implementing ServiceNow helped the organization enhance both IT and HR service delivery by achieving the following:

  • Unified Platform

  • 60% Improved Employee Satisfaction

  • 70% Automated Workflows

  • 45% Increased Operational Efficiency.
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