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Employee Experience

Global Energy Company Modernizes Employee Experience with ServiceNow Employee Center

Michael Henderson September 12, 2024

Seeking to enhance employee satisfaction and streamline IT operations, this client chose the ServiceNow Employee Center as the cornerstone for creating a unified, self-service experience for its workforce.

Project Snapshot

25%

improvement in search result accuracy

35%

increase in self-service
Client size: 12,000+ Client industry: Energy Client location: Global

 

Key Challenges


alert exclamation point warning caution icon thirdera pink (2)

Fragmented employee experience across various departments and systems.
alert exclamation point warning caution icon thirdera pink (2)

Lack of a unified platform for accessing IT services and resources.
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Need for a scalable solution to accommodate future departmental adoption.

Our Solution

Thirdera, a Cognizant company, implemented a comprehensive Employee Center solution, focusing on modernizing the existing employee experience portal capabilities beyond the current delivered landscape. Key attributes of the project included:

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UX Research and Analysis
Our experts conducted in-depth UX research sessions to understand employee needs and pain points, ensuring the new platform would address real-world challenges.
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Taxonomy Advisory

We developed a clear and intuitive taxonomy for services and resources, making it easy for employees to find what they need quickly.
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Organizational Change Management

A robust OCM plan was created to ensure smooth adoption and maximize the impact of the new Employee Center portal.
ask a question help icon thirdera (2)

 

Search Optimization

We fine-tuned the search functionality to deliver more relevant results, integrating both record producers and knowledge articles into a unified catalog.
   

The Result

Increased search efficiency
Users can find the correct knowledge articles more easily, thanks to the new organization of combined catalogs and structured information architecture. This has cut down the number of calls to the help desk by a reported 10% and has reduced the number of uncategorized tickets that the fulfillment team had to sort through.

Optimized IT operations
By empowering employees with self-service options, our client saw a substantial reduction in IT support tickets. This allows the IT team to focus on more strategic initiatives, improving overall operational efficiency.
 

Enhanced employee adoption and engagement
Taxonomy, coupled with contextual search, has enabled a better experience when searching for help by recommending knowledge articles to encourage self-service. Consequently, employees have reported higher satisfaction with IT services and a greater sense of empowerment in managing their work-related needs.

About Thirdera, a Cognizant company

Thirdera, a Cognizant company is an Elite-level ServiceNow partner, enabling customers to maximize the value of the ServiceNow platform through workflow-enabled services and solutions. Founded in 2021 and acquired by Cognizant in 2024, Thirdera, a Cognizant company is one of the largest and most credentialed ServiceNow partners globally. We offer world-class guidance to help businesses accelerate growth and productivity. With expertise and capabilities spanning experience design, process optimization, and AI-accelerated solutions, we are ushering in the next era of transformation, automation, and partner expectation. Visit www.thirdera.com for more information.

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

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WRITTEN BY

Michael Henderson

Michael has been a content marketing professional in the ServiceNow space for over 10 years. His focus is developing engaging content that empowers clients to make informed decisions throughout their service management journey.
[case-study, employee-experience, mleu-industry] [Case Study, Employee Experience, MLEU Industry]

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