Suma Soft Streamlines HR Operations for a Global Technology Firm

Client's Background

A leading technology multinational company with operations in over 30 countries and a workforce of 20,000+ workers relied on its HR department to manage a wide range of services. The department offers many critical functions, such as talent acquisition, seamless onboarding processes, comprehensive benefits administration, and stringent adherence to evolving policy compliance. The company is committed to developing a thriving and supportive environment for its diverse workforce and striving for excellence in all aspects of its human capital management.

Challenges

  • Inconsistent Support Delivery:

    The HR team struggled to maintain consistent support across the organization because of the volume and complexity of their responsibilities.

  • Strain from Increasing Workforce:

    Rapid expansion significantly burdened the HR department's resources and processes.

  • Outdated Processes:

    Reliance on outdated processes hindered efficiency and scalability, impeding the team's ability to manage HR functions effectively.

Project Requirements

  • Efficient and consistent HR operations:

    With its rapidly growing workforce and employees spread across different time zones, efficient, streamlined processes deliver consistent support and promptly address employee concerns.

  • Centralized and unified HR workflows:

    Unified workflow helped resolve employee requests efficiently and accurately.

  • Automated processes:

    The organization sought automated onboarding, enrollment, and grievance processes to reduce manual processing time by 40%.

  • Self-service capabilities:

    An intuitive and self-service portal where employees can access resources, submit requests, track their progress in real-time, and achieve a 35% reduction in HR ticket volume.

  • Integration between HR systems:

    For synchronization, the ServiceNow HRSD platform and enterprise tools, such as payroll and learning management, are integrated.

Optimizing ServiceNow HRSD:

Suma Soft partnered with the organization to develop and optimize their ServiceNow HRSD platform, focusing on automating workflows, enhancing self-service capabilities, and integrating systems to ensure seamless operations.

ServiceNow Solution

  • Optimized ServiceNow HRSD system:

    Centralized and scalable solution for the client’s HR operations wherein employees experienced faster resolutions and improved satisfaction through the enhanced self-service portal, which reduced dependency on the HR team by 55%.

  • Automated workflows:

    Our ServiceNow team offered streamlined processes, which ensured faster and more accurate task completion and reduced manual processing time by 40%.

  • Integration of systems:

    Integration between HR systems reduced errors by 70% and ensured that employees received consistent and reliable support and real-time insights. The HR team gained better control over operations and could make data-driven decisions.

Business Outcome

Our optimized ServiceNow HRSD solutions empowered the global technology firm to modernize its HR operations by creating streamlined, efficient, and employee-centric HR services for dynamic organizations and achieving the following:

  • Overall HR operational efficiency increased by 40% due to automation and streamlined processes.

  • Employee satisfaction with HR services improved by 55% due to self-service capabilities and faster resolution times.

  • Real-time insights enabled HR teams to make data-driven decisions, optimizing resource allocation and strategic planning.

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