Deloitte transform workforce experience with Deloitte and ServiceNow

A unified package: A consumer packaged goods organization implements holistic HR platform

Customer: 
Large-scale consumer packaged goods supplier 

Key challenges:
Fragmented solutions, some modernized, others legacy — lacked integration

The CPG organization had selected a cloud-based, human capital management (HCM) solution and had previously adopted a software-as-a-service application that provided a self-service and case management portal. However, stakeholders realized that this dual solution did not fulfill their HR transformation goals and required too much customization. In short, the company was adding to its technical debt when the overall objective was to reduce it.

Solution:
Aligned its cloud-based HCM solution with ServiceNow

By aligning the HCM solution with the ServiceNow platform, the CPG company was better positioned to provide workers with end-to-end holistic processes to enhance their experiences — starting with onboarding and continuing throughout their careers. 

Key outcomes:

• HR service delivery now self-directed and user-friendly
• Increased employee satisfaction, which can be tracked and measured
• Increased efficiency of HR personnel to support transactions and, in turn, ability to focus on higher-value activities 
• Employees can access HR services 24 x 7 — through mobile, chat, or web channels

Modern HR: Financial services company unifies employee HR experience

Customer: 
Global financial services organization 

Key challenges: 
Legacy HR infrastructure prohibited employee engagement and efficiencies

A much larger IT vendor acquired the HR platform the organization had deployed and, over the years, the HR platform became less strategic to that vendor, which resulted in reduced investment in new features and functionality. The system had fallen behind, leaving the financial services provider with an HR technical infrastructure that was low on the digitization maturity scale. Many processes required manual intervention from HR personnel, which added costs and took up a great deal of time. 

Solution: 
Deployed the ServiceNow cloud-based solution for employee engagement and HR case management.

The new HR system provided an enhanced experience for employees. It is easier for employees to find the information they previously had to ferret out. The knowledge base includes the employee’s region, business unit, and individual situation, so it can tailor the information it presents. In addition, moving from on-premises HR software to a unified platform in the cloud has provided benefits. For example, the new system is much simpler and less expensive to manage, in large part because there are no facilities, cooling equipment, or servers to maintain.

• Key outcomes:
  
  Self-service portal provides employees with one-stop shop for HR services 
• Knowledge base is personalized for individuals
• Cost efficiencies achieved with simpler maintenance and management 
• HR leaders now able to track and manage agent workloads

Transformed HR experience provides multiple benefits for healthcare products organization

Customer:
Multinational healthcare services, pharmaceutical, and medical products company

Key challenges:
Using a legacy system that slowed HR’s capabilities

HR personnel were overwhelmed. The company was using a legacy IT ticketing system that had not been built for HR functionality and lacked the capabilities to handle sensitive legal issues. Plus, the volume of requests was growing so rapidly that the organization had to hire additional HR personnel to keep up with employee demand.

Solution:
Implemented ServiceNow HR Service Delivery platform

The solution provided case management, knowledge management, and an employee service center portal. A persona-based design enabled the HR technology systems to accommodate different personas within the company to meet specific needs across the enterprise. 

Key outcomes:

•  Established an intuitive, easy-to-navigate employee portal with self- service functionality
• Calls to the HR support center decreased more than 50% 
•  Streamlined HR’s catalog of support services from 250 to 32
• Employees and HR now able to track individual cases

Energy company transforms HR for unified processes and user experiences

Customer:
Global oil and gas company

Key challenges:
Legacy HR processes and technology

The company had more than 25 separate HR portals, without a unified process or single place for employees to go for additional information. Plus, the fragmentation made it difficult to obtain reports and reliable data for decision-making and setting workforce strategy. There was no single source of HR truth. In addition, the culture itself was resistant to change and to adopting agile methodologies.

Solution:
HR digital transformation with ServiceNow

ServiceNow provided an end-to-end digital experience by enabling intake, movement, and measurement of employee interactions via a unified HR portal and case management solution. Deloitte designed the custom portal to include employee campaigns, knowledge articles, virtual agent chat, and a service catalog to drive self-service functionality. 

Key outcomes:

• A reduction in service center calls, thanks to virtual agents 
• A consistent, consumer-grade employee experience in a global, unified platform
• Improved HR workflows for end-to-end case tracking and management
• Rapid insights and data availability for decision-makers