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A leading innovation leader in the semiconductor industry, with over 40 years of experience in producing hardware, software and services to advance the chipmaking process, recognised the need to infuse their spirit of innovation into their employee experience. It embarked on a journey to transform human resources (HR) processes from the ground up.
With over 60 locations in 16 countries worldwide, the company needed the right mix of platform and process knowledge to reinvigorate its HR systems while managing the company’s complex, global footprint. They worked with Deloitte Netherlands and ServiceNow to create an HRSD solution that would help to align back-end HR software with a well-integrated user experience platform—establishing a standardised, simpler interface that connected teams across geographies with end-to-end HR processes.
With a complex technology landscape and a global footprint, the Dutch innovator needed top-tier knowledge in employee experience, multiple technology platforms and unique geographies to help create an employee platform that could keep up with the needs of its dynamic workforce.
Due to significant growth in the last couple of years, the client experienced increased organisational complexity and a fragmented HRIS landscape that challenged the sustainability of current HR processes and technology systems. This brought employees, managers and HR personnel challenges in the overall usability and user friendliness of their systems. With a strong desire to drive HR value and become more employee-centric, there was an urgency to revitalise HRSD and HRIS processes.
The company had already started its digital transformation journey, having previously implemented ServiceNow as an IT Service Management (ITSM) solution. To kickstart their HR transformation, they engaged Deloitte Netherlands to explore what capabilities and solutions were possible for a unified HRIS and HRSD platform. Because of the numerous geographic locations at play, they determined that Deloitte Netherlands breadth of platform knowledge and localised specialists familiar with regional regulations and requirements would provide the knowledge base to help drive the employee experience forward.
Creating a truly integrated, end-user-friendly platform required innovative solution design, including extensive integrations with IT and HR services. To realise value from the solution, the Deloitte Netherlands team needed to develop a connection between their HRIS software and ServiceNow HRSD.
After assessing the current employee experience and HRIS landscape—and an extensive end-to-end design phase—Deloitte Netherlands and the client launched ServiceNow HRSD. This provided an HR portal and foundational case management functionalities for the US and served as a basis for iterative development and continuous improvement. To continue the digital transformation journey, the teams took a two-phased approach:
Deloitte Netherlands and ServiceNow kicked off phase one and brought to life a solution with over 75 HR services configured in for US, Europe and Asia. This initial deployment included case and knowledge management capabilities, custom, configured processes for technology integration and an employee portal that delivered end-to-end process design that improved ownership, accountability, clarity and visibility.
Following a big go-live across additional regions, end-users were able to visit a single employee portal that enabled self-reliance and information accessibility for employees to find the right information quickly. The new system enabled workload management to come together in one single backend for HR services, making it easier to initiate and see personal data changes, termination reports, employer statements and more. In addition, the new system streamlined cross-departmental workflows related to HR, like employee transfers and introduced tools that help guide employees to the right information on the right system without the additional hassle of the back and forth between them.
In phase two, Deloitte Netherlands and ServiceNow worked together to build out the recruiting and onboarding processes. The teams created an integrated system that gave HR employees visibility over the entire onboarding lifecycle, including automatic triggers of hiring information from HRIS to ServiceNow HRSD. The solution also included an integrated cross-departmental onboarding design, including IT equipment delivery. With special consideration for multiple geographies and interdependent departments, the solution helped to empower the company’s large, global footprint.
By uniting back-end and employee-facing processes, Deloitte Netherlands and ServiceNow helped their client achieve a unified HRSD solution that could transcend geographies and functions.
Deloitte Netherlands and ServiceNow helped the company increase efficiency and unite teams across the world to:
Connect platform and back-end services to provide seamless, end-to-end processes throughout the employee lifecycle.
Provide standardisation and visibility across different teams and regions—enabling unified back-end processes.
Increase self-service capabilities, allowing employees to kick off processes themselves and help reduce the workload of the HR staff.
Enable live chat to connect with HR quickly through a single portal, instead of relying on emails and one-off chats.
By developing true integration between the HRIS and HRSD platforms, Deloitte Netherlands helped their client deploy a solution that reduced the amount of manual work related to HR tasks, spanning recruitment to retirement. As a result, the HR team realised increased agility and reduced workloads—allowing for faster, more efficient operations.
With a solid foundation of end-to-end automation, the door is now open for future innovations. The opportunity to integrate artificial intelligence (AI) could further enhance the employee experience, helping drive even greater advancements in HR processes.
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