Transforming Operations with ServiceNow for a Global Retailer Through Seamless Integrations

Client's Background

A prominent global retailer, employing over 50,000 individuals, maintains a significant presence across numerous international regions. This multinational organization aims to achieve superior employee experience through technological advancement by modernizing and integrating HR operations and support for its extensive operational requirements. The retailer's core mission centers on providing efficient and responsive service to its large and diverse workforce and providing a positive and productive work environment.

Challenges

  • Delayed Responses to Employee Inquiries:

    Delays in receiving responses to HR-related inquiries impact satisfaction and efficiency.

  • Inefficient Use of HR Resources:

    Existing HR processes were not optimized, resulting in inefficient allocation and utilization of HR personnel and resources.

  • Optimized and Automated HR Operations:

    The retailer sought automated and optimized HR operations, streamlining workflows and improving service delivery.

  • Fragmented HR Systems:

    The lack of seamless integration between their existing HR systems (e.g., payroll, benefits administration) and the ServiceNow platform created gaps in the database and hindered a unified view of employee information, leading to inconsistencies and manual data reconciliation.

Project Requirements

  • Streamlined HR Service Desk:

    Streamlined HR services to engage with high volumes of employee inquiries and requests, reducing resolution times and dissatisfaction, to achieve a 30% reduction in average handling time.

  • Automated HR Process:

    To reduce processing errors by 75%, the organization required automated HR processes that reduce manual intervention, response times, and errors in handling employee data.

  • Efficient Case Management:

    The organization requires an efficient and integrated management system that reduces delays in receiving employee support and improves case resolution time by 20%.

  • Integrated HR Ecosystem:

    Integrate ServiceNow with their core HR systems, such as their payroll system and benefits administration platform via APIs, to ensure data consistency, automate data transfers, and provide a holistic view of employee information.

ServiceNow Solution

With ServiceNow HR Service Delivery, Employee Service Center, and Case Management, Suma Soft empowered automated HR processes, enhanced employee experience with self-service capabilities, and improved case tracking for faster resolutions.

ServiceNow Solution

  • Streamlined HR Operations:

    Automating routine tasks reduced the burden on HR staff, allowing them to focus on more strategic activities and increasing HR team productivity by 55%.

  • Faster Response Times:

    Automation and self-service options reduced response times for employee inquiries by 30%.

  • Improved Employee Satisfaction:

    Faster resolution and more efficient case management improved employee satisfaction, increasing retention rates and contributing to a 45% increase in employee retention.

  • Seamless Data Flow Through Integrations:

    We leveraged ServiceNow's integration capabilities to connect ServiceNow HR Service Delivery with the client's payroll system (REST APIs) and benefits administration platform (utilizing middleware for secure data exchange). This ensured accurate and timely employee data updates across systems, eliminating manual data entry and reducing discrepancies

Business Outcome

Through ServiceNow optimization, Suma Soft helped the global retailer enhance its HR service delivery, leading to:

  • 15% increase in HR team productivity through ServiceNow Integration

  • 10% improvement in case resolution time

  • 50% reduction in response times

  • 25% increase in employee retention

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