Services

HR Service Delivery (HRSD)

Industry

Manufacturing

Location

Denmark ( Headquarter)

Employees

20,000

About the Client

The client is a major manufacturing enterprise with a diverse workforce operating across multiple locations. Facing increasing HR complexities and demands for enhanced employee experience, the organization sought to modernize HR operations, streamline employee service requests, and improve compliance. ServiceNow HR Service Delivery (HRSD) was selected to drive this digital transformation.

Bridging HR Operations Gaps: End-to-End ServiceNow HRSD Solution

Decision Table-Based Case Routing

To address the difficulty in routing HR cases to the correct assignment group based on user geography, complex organizational structure, and dynamic team compositions, manual assignment frequently led to delays and misrouted requests.

Impact:

Significant reduction in misrouted HR cases.
Faster assignment and resolution of HR requests.
Increased employee satisfaction with streamlined support.

Enhanced AI Search & Virtual Agent

General search was slow and inefficient, with chatbots lacking advanced capabilities, making it challenging for employees to find relevant HR information quickly.

Impact:

40% decrease in HR inquiries via manual channels.
Consistent, relevant search results delivered instantly.
Improved user self-service rates and portal engagement.

Alumni Service Portal

There was no streamlined way to engage or provide services to ex-employees, leading to increased manual workload and delayed responses to post-employment queries.

Impact:

Seamless communication with former employees.
Quicker document provision and verification.
Positive alumni relationships supporting employer brand.

Multilingual Support

Language barriers affected the accessibility and usability of the HR portal in global offices, resulting in an inconsistent user experience.

Impact:

Increased adoption and positive feedback globally.
Fewer language-related support tickets.
Enhanced knowledge access for non-English speakers.

Employee Document Management (EDM)

HR teams struggled to efficiently generate, manage, and attach employee documents, causing compliance risks and operational bottlenecks.

Impact:

60% faster document retrieval.
Automated document workflows improve accuracy.
Stronger legal and regulatory compliance.

Automated Lifecycle Events

Employee lifecycle transitions were disjointed and lacked transparency, resulting in frequent cross-departmental miscommunication.

Impact:

35% reduction in onboarding/offboarding cycle times.
Streamlined transitions increase retention and efficiency.
Better visibility for HR teams and new joiners.

Custom Dashboards and Reporting

Tracking HR metrics, trends, and employee records was manual and prone to errors, making strategic decision-making difficult.

Impact:

Real-time visibility into process health.
30% increase in operational efficiency.
Data-driven improvements to HR strategy.

Key Outcomes :

Unified HR service experience for all employees

50% faster HR case resolution

40% reduction in manual HR effort

Improved employee engagement and satisfaction

Enhanced compliance and document security

Interested in a similar transformation?

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