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Transforming global Human Resources (HR) operations: a unified approach to drive efficiency and enhancing employee experience

How a leading industrial technology conglomerate globally streamlined HR services with FastForward EX

In this story:

  • Functionally seamless integration of HR systems across subsidiaries
  • Enhanced employee self-service capabilities with intuitive HR portal
  • AI-driven automation reducing HR response time and workload
  • Centralised HR metrics for improved performance tracking
  • Scalable HR solution to support global expansion and future growth

As a global leader in industrial technology, this innovative conglomerate spans multiple high-impact sectors, including intelligent operating solutions, precision technologies and advanced healthcare. With a strong presence in more than 50 countries and a dedicated workforce of around 19,000 employees, the company is at the forefront of developing cutting-edge instrumentation, software and workflow solutions. These solutions are transforming industries such as manufacturing, healthcare and energy, driving greater operational efficiency and productivity worldwide.

 

The challenge

As the company expanded its global footprint, its HR operations became increasingly complex. Despite its leadership in industrial and healthcare technology, the company faced fragmented HR processes across its numerous subsidiaries. Each operated with its own HR case management system, knowledge base and portal, leading to:

  • Inconsistent HR service delivery across business units
  • Inefficient case management due to disconnected systems
  • Multiple HR portals, complicating the employee experience
  • Lack of standardised metrics, making it difficult to assess HR performance enterprise-wide

To maintain its reputation for operational excellence, the company needed a unified, scalable HR service delivery model that would streamline operations, enhance employee experience and improve HR efficiency.

Collaborating with Deloitte has enabled us to transform our global HR operations, creating a seamless and efficient experience for our employees. By unifying our HR platforms, integrating AI-driven automation and enhancing self-service capabilities, we have significantly improved response times, reduced manual effort and standardised processes across regions. This transformation not only enhances operational efficiency but also reinforces our commitment to innovation, employee satisfaction and scalable growth in an increasingly dynamic business landscape.

- Deloitte USA industrial client

The solution

To address these challenges, the company leveraged Deloitte's USA thought leadership and consultancy services to help implement the FastForward EX Employee Service Centre, a unified ServiceNow HR portal designed to support global HR self-service. The key components of the solution included:

FastForward EX Employee Service Centre

  • Objective: Establish a single, integrated HR platform for self-service.
  • Benefits: Standardised HR processes, improved user experience and streamlined operations.
  • Implementation: The portal was deployed across each entity, providing employees easy access to essential HR functions and resources.

ServiceNow Virtual Agent

  • Objective: Enable an AI-powered virtual agent to handle frequently asked questions (FAQs).
  • Benefits: Enhanced self-service capabilities, reduced HR workload and quicker resolution of common queries.
  • Implementation: Integrated with the HR knowledge base, the virtual agent provided immediate, accurate responses to employee enquiries, freeing HR staff to focus on more complex matters.

Unified HR Case Management with Advanced Work Assignment

  • Objective: Implement a centralised ServiceNow HR case management system with Advanced Work Assignment to direct cases to the most qualified HR staff.
  • Benefits: Improved case resolution times, better resource allocation and enhanced service quality.
  • Implementation: Cases were intelligently routed based on staff knowledge and availability, helping to ensure timely and accurate resolutions.

The impact

The solution served a workforce of around 19,000 employees across seven countries, supporting five languages to facilitate seamless communication and accessibility.

By implementing these solutions, the company successfully unified HR operations across its subsidiaries, resulting in significant improvements:

  • Standardised HR processes across multiple regions, improving efficiency and consistency.
  • Enhanced employee experience with a simplified, user-friendly HR interface.
  • Improved service quality and operational efficiency, reducing manual effort and response times.
  • Alignment with strategic business goals, fostering innovation and excellence across segments.

HR Portal Engagement and Case Management

  • 19,000 active users adopted the HR service portal, leveraging its capabilities.
  • 1.5 million portal views demonstrate frequent employee access to HR resources.
  • 53,000 HR-related cases successfully managed since implementation.
  • 35,000 self-service cases opened, reducing direct HR contact via telephone or email.
  • 3,000 cases handled through system integrations, streamlining processes.
  • Integrated FastForward EX with ServiceNow HRSD, revolutionising HR service delivery.
  • Optimised internal workflows, enhancing employee satisfaction and global operational excellence.

Get in touch

Gary Cole

US & Global - Human Capital Technology Leader
+1 703 867 7883

Lily Milash

US – Senior Manager | Human Capital Technology
+1 646 265 4162

Alexander Normann Jørgensen

HR Transformation Offering leader
+45 5190 5736

Doug Schairer

Director
+61 0491 333 201

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