Upgrading from Email-Based HR Support to Modern ServiceNow HR Service Delivery

Written by Michael Henderson | Jan 13, 2025 5:14:38 PM

Discover how this global medical equipment manufacturer revolutionized their employee experience by centralizing HR services and establishing a foundation for enterprise-wide digital transformation.

Project Snapshot

2,000+

HR cases submitted in first 2 months

>85%

employee CSAT

30+

HR services delivered globally

Client size: 18,000+

Client industry: Manufacturing

Client location: Global

Key Challenges

	Multiple email boxes managing HR inquiries created inconsistent service delivery.
	Decentralized knowledge management across various systems hindered efficiency.
	Complex global operations requiring multi-language support and country-specific processes.
	Heavy SAP SuccessFactors HCM investment needed seamless integration with new service delivery platform.

Our Solution

Thirdera implemented a comprehensive ServiceNow HR Service Delivery transformation while laying groundwork for enterprise-wide service management

	HR Service Delivery Implementation Deployed HR Case Management with Employee Center Pro, enabling self-service and streamlined case handling through HR Agent Workspace.
	Global Service Strategy Implemented 30+ HR services with balanced approach to global standardization and local requirements, supporting 6 languages with 3 more planned.
	Strategic Integration Leveraged Boomi for SAP SuccessFactors integration, synchronizing critical employee data while preparing for future ITSM implementation.
	Knowledge Management Established governance process for knowledge base consolidation, enabling systematic migration of content.

The Result

	Enhanced global reach Successful deployment across 100 countries with multi-language support.
	Improved service efficiency Email-to-case configuration ensures smooth transition while driving toward self-service adoption.
	Future value opportunities Client is positioned for continued transformation with plans for GenAI enhancements, ITSM implementation, and maturation of knowledge management capabilities.

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.

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