Evolve HR Service Delivery and the Employee Experience

	HR processes relied on a manual and fragmented approach to HR service delivery, causing challenges and frustrations for employees and the HR team alike.
	Requests were managed and tracked by creating multiple separate shared mailboxes that were devoted to specific employee initiatives, even though it was often the same HR team members supporting the request.
	Discouraged employees were emailing multiple mailboxes, resulting in duplicate or conflicting efforts, a poor user experience, and decreased employee confidence.
	Without the ability to easily track and analyse HR service delivery metrics, the team was unable to proactively identify trends, make data-driven recommendations, or justify the need for additional resource investments.

Our Solution

The gaming company’s leadership team had aggressive goals to improve its employee service experience—and fast. To meet these goals, Thirdera completed the first phase of the ServiceNow HR implementation in a mere 11 weeks. This enabled the organisation to quickly address its most immediate need of standardising the fulfilment of employee inquiries and requests.

Along with the HRSD implementation, Thirdera provided key capabilities to address specific challenges, including:

• Custom mailbox routing solution automatically redirects employee emails sent to HR’s existing multiple mailboxes to generate a request in ServiceNow with the correct HR service defined. Thirdera further customised the solution so that the organisation could easily add additional mailboxes at any time without having to modify or rewrite the application code.

• ServiceNow HR Agent Workspace gives the HR team a single place to manage, view, and contribute to shared knowledge. Using the service desk application, the HR team now has all the tools needed to engage employees, answer questions, create cases, and resolve issues in one, accessible location. By integrating ServiceNow with Workday, the company can easily synchronise employee profile data between the two platforms.

• HR Knowledge Management provides advanced capabilities such as article versioning and knowledge blocks. By leveraging these advanced capabilities, the organisation’s HR team has been able to reduce the time spent answering routine questions by making it easy for employees to find HR information and answers via self-service.

The Result

The ServiceNow implementation and consultative services provided by Thirdera enabled the gaming company to increase HR efficiency and deliver a better employee experience. By managing, prioritising, and routing all employee inquiries and requests in one system—without requiring that employees change their behaviors—the company has dramatically improved HR service delivery. The ServiceNow implementation has also enabled the organisation to improve collaboration amongst the HR team and minimise the likelihood of employee inquiries falling through the cracks.

Another valuable benefit of Thirdera’s ServiceNow implementation is improved transparency across the organisation. Employees can now easily see the status of their HR-related requests in real-time, the HR team has better visibility into the volume and types of employee inquiries, and executives have the insight they need into performance and resource utilisation. The ability to easily track and analyse SLAs and performance metrics, for example, allowed the HR team to provide senior leadership with the business justification needed to increase HR staffing levels in order to improve employee satisfaction.

With Thirdera’s deep ServiceNow HR expertise and guidance, the organisation has been able to deliver the experience its employees deserve—and the streamlined HR workflows the business needs. Adds the company’s Director of HR Business Solutions, “On this wild and crazy project, [Thirdera] worked hard to make us successful.”

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.

Guide: 6 Steps to HR Adoption

Is your team struggling to improve HR adoption and automate employee workflows? Still using manual legacy systems, emails, and spreadsheets to track and analyse HR activities and performance?

Read this ServiceNow HR guide created by Thirdera experts and learn how to get in the right mindset and prepare your team for a successful HR adoption.