Global Music Company Hits the Right Note with Thirdera and ServiceNow

As a leading global music company, this organisation needed to enable its local HR teams and employees to share information and knowledge more efficiently. When implementing a new Human Capital Management (HCM) solution across 50 countries, the company decided to leverage ServiceNow HR Service Delivery and Employee Center to improve the employee experience.

Enlisting Thirdera’s help to ensure a seamless ServiceNow implementation, the music company implemented 26 services to improve its employee-facing HR services and streamline complex activities. Thirdera also created knowledge bases and five separate campaigns ahead of the HCM release so that users had the information they needed ahead of the go-live. With Thirdera’s technical expertise—and consultative guidance in the form of training and working sessions—the music company achieved a smooth, successful ServiceNow deployment.

Key Challenges

	The global corporation needed to implement ServiceNow across 50 different countries, each having a local HR team with unique implementation and training needs.
	The organisation wanted consistent messaging and branding related to the rollout of its new HR tools while also customising to meet local needs.
	Some employee benefits were outsourced to a new third-party provider, so the company wanted to ensure content directed employees to the new external support team.
	In addition to implementation, content owners needed the training to build campaigns for appropriate audiences.

As a multinational music corporation, the company had to strike a tricky balance: supporting local HR teams and employees while delivering a unified message. The company used an HCM solution as its system of record to house sensitive worker information and wanted to transition 50 countries from its legacy solution to Workday HCM. To support the implementation, the company turned to ServiceNow as it seamlessly integrates with HCM platforms like Workday to deliver an HR service delivery experience on par with modern, consumer-grade services.

When customers roll out a new HCM tool—or any new technology—there are usually many questions about process changes. Since the music company had dozens of country-specific HR teams transitioning to Workday, the central support team would drown in emails unless they made it easy and intuitive for local teams to access information and get their questions answered. In addition, some of these HR teams had no experience with a formal HCM tool before this rollout, potentially increasing the support they would require.

The global music company needed help rolling out this new tool and empowering its local HR teams throughout the deployment. It also wanted a way to easily share information and knowledge with various audiences throughout the implementation to ensure a smooth deployment and support the long-term adoption of the new platform.

Our Solution

With a complex implementation to tackle under a tight timeline, the ServiceNow team encouraged the music company to use Thirdera as an implementation partner because of its expertise and ability to contract quickly.

Thirdera helped implement two ServiceNow products: HR Service Delivery (which included both HR Case Management and HR Knowledge Management) and Employee Center. With Thirdera’s help, the organisation implemented 26 services. From simple employee-facing HR services for essential HR support to complex services for local HR teams, the company overhauled its HR tools to provide more in-depth support.

To answer questions quickly and easily, Thirdera created knowledge bases before the release of the Employee Center. Before the go-live, knowledge contributors uploaded articles from other sources so that everyone had access to critical information from the start.

Using campaigns—a feature of Employee Center—organisations can deliver proactive, targeted messages to employees. To leverage this functionality effectively, Thirdera worked with the music company to build five campaigns for different audiences and media types. To ensure messaging and branding were consistent, Thirdera implemented an approval process for the campaigns. While the company distributed content creation across multiple teams, it through a single team for approval. One critical campaign around the outsourced support of employee benefits to a third-party provider. The campaign's content directed employees to the external support team, so employees could get answers on the first contact—rather than having to bounce around between multiple teams.

In addition to implementation, Thirdera provided training and working sessions for content owners. Thirdera instructed them on how to build campaigns and find the appropriate audiences using profiles.

The Result

With Thirdera’s help, the organisation successfully met its targeted deadline to implement the new HR tools in all 50 countries. It was successful in making such a significant rollout a success and ensuring everyone was prepared ahead of time for the change.

Although its needs change and grow, Thirdera continues to support the enterprise through a managed service contract. This allows the organisation to increase the number of services, add automation, and adjust processes with the support of experienced technical resources focused on HR. No matter where their business goes, Thirdera has the tools and expertise to support them—and that’s music to everyone’s ears.

About Thirdera

The largest pure-play ServiceNow partner in North America, Thirdera is a trusted Elite ServiceNow partner focused solely on improving and innovating the way our customers leverage the ServiceNow platform. Our experts possess authoritative capabilities and skillsets spanning the entire Now Platform. This extensive platform expertise allows us to understand our customers’ needs and deliver tailored solutions that solve business challenges.

Contact us today to discuss your next project, and enter a new era of ServiceNow partner experience.