HR Service Delivery Hub
A large healthcare network with 8,000 employees was overwhelmed with HR requests. Employees were calling, emailing, and walking into HR offices for everything from benefits questions to time-off requests. The HR team was spending 70% of their time on routine inquiries.
Client Entity
Healthcare Network
Core Tech Stack
ServiceNow HRSD
Lifecycle
5 months
Classification
ServiceNow - HR Service Delivery
Global Availability
Multi-Region
Res_ID
BFS-PROJ-947cc6
Arch_Level
L4_Enterprise
01. The Requirement
HR team received 500+ inquiries per week, mostly repetitive questions
No self-service option, so employees had to wait for HR responses
Benefits information was scattered across 5 different systems
Time-off requests required paper forms and manual approval chains
No tracking meant requests got lost or delayed
02. The Solution
We built a ServiceNow HR Service Delivery portal that puts answers and actions in employees' hands. We started by cataloging the 50 most common HR requests and built knowledge articles for each. Then we automated workflows for time-off, benefits enrollment, and document requests. The portal integrates with their existing HRIS for real-time data.
- Created employee self-service portal accessible from any device
- Built knowledge base with 150+ articles covering common HR questions
- Automated time-off request workflow with manager approvals
- Integrated with Workday for real-time employee data
- Built case management system for complex HR issues
- Created mobile app for employees to access HR services on-the-go
HR ticket volume decreased from 500/week to 200/week
Average response time improved from 3 days to 4 hours
Employee satisfaction with HR services increased from 5.8/10 to 8.2/10
HR team freed up 25 hours per week for strategic initiatives
95% of time-off requests now processed within 24 hours
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